Helpdesk Analyst :: Harrisburg, PA (Hybrid)

---

Job description

Ark Solutions Inc is looking for Helpdesk Analyst!

Position: Helpdesk Analyst

Location: Harrisburg, PA (Hybrid)

Duration: 7+ Months and possibility of extension

Description:

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

Day-to-day Responsibilities:

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

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

Monitor and escalate system issues to supervisor and team

Identify Public Portal website needs

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

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

Facilitate enrollment of users in training

Provide regular status reports to IIS training team and 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

Assist with other related tasks and duties as necessary

Travel to in-person trainings as necessary

Required Qualifications:

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 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

Skills
Required / Desired
Experience

Customer and technical support of business-critical applications
Required
5 Years

Customer Service Experience
Required
5 Years

Federal, State, or Local government experience
Required

<!– job description page –>