Help Desk Support

Job Description

NEED LOCAL PENNSYLVANIA RESIDENTS ONLY

Travel to in-person training location as necessary

Commonwealth of PA - Help Desk Analyst - 764021 (Mostly Remote/Onsite as needed)

The primary objective of this engagement is to provide helpdesk support to end users and citizens accessing their immunization record through the Pennsylvania Immunization Electronic Registry System(PIERS) Public Portal.

Responsibility:

Provide PIERS Public Portal helpdesk support by responding to inquiries from citizens via phone and email

Provide PIERS helpdesk support by responding to inquiries from end-users via phone and email

Monitor and escalate PIERS system issues to supervisor and PIERS team

Identify PIERS Public Portal website needs

Assist with and recommend updates to PIERS and PIERS Public Portal training materials

Respond to end-user inquiries regarding training and onboarding for PIERS users and clinics

Facilitate enrollment of PIERS users in training

Provide regular status reports to IIS training team and PIERS team

Assist in planning and developing strategies for training approaches to end-users

Consistently treat end users, stakeholders, and co-workers with dignity and respect

Create and maintain a work environment that is welcoming and respectful of diversity

Required Skills:

Effectively and efficiently provide helpdesk support

Ability to quickly learn and become proficient with using a new computer system

Use complex technical training material and manuals to diagnose citizen and end-user issues

Use distance communication methods including conference call and webinar tools

Develop specific goals and plans to prioritize, organize, and accomplish work

Establish short-term and long-term objectives and specify the strategies to achieve them

Proficiency in Microsoft Office Suite, including Access, Excel, Power Point and Word

Document the status of projects

Use phone, email, fax, and messaging to communicate

Communicate effectively in writing, orally, electronically and in-person

Work independently and as a part of a team

Full-time