Help Desk Analyst

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Job description

Job title : Help Desk Analyst

Location: Harrisburg, PA

Duration : 7+ months

Type : Contract

Job Description:

The primary objec ve of this engagement is to provide helpdesk support to ci zens accessing their immuniza on record through the PIERS Public Portal. This individual will also provide helpdesk support to end-users of PIERS. The contractor will work directly with the registry supervisor, manager, registry specialists, and other contracted staff of the PIERS team during this assignment.

Generally, the contractor will perform the following tasks:

Provide PIERS Public Portal helpdesk support by responding to inquiries from ci zens 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 Iden fy 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 respec ul of diversity

Assist with other related tasks and du es as necessary

Travel to in-person trainings as necessary

OPERATIONAL REQUIREMENTS

The contractor will be required to:

Complete weekly mesheet repor ng in PeopleFluent/VectorVMS by COB Friday.

Provide weekly personal status reporting by COB Friday submitted on SharePoint.

Schedule project status meetings with both the Division Director and bureau leadership as required.

CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS

Effec vely 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 ci zen and end-user issues

Use distance communica on methods including conference call and webinar tools

Develop specific goals and plans to priori ze, organize, and accomplish work

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

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

Document the status of projects

Use phone, email, fax, and messaging to communicate

Communicate effec vely in wri ng, orally, electronically and in-person

Work independently and as a part of a team

TIMEFRAMES

The agreement between the Department of Health and the contractor will be from The agreement between the Client will be from approximately November 25, 2024 June 30, 2025. Standard work week will be 40 hours.

Required Skills:-

Customer and technical support of business-critical applications

Customer Service Experience

Federal, State, or Local government experience

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