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Help Desk Analyst

ATC -
Harrisburg, PA

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Job Details

Contract

Qualifications

Project reporting
Non-technical user support
Computer operation
Strategic goal setting
Email customer support
Technical support via phone
Project documentation
Phone communication
Computer literacy
Zoom
Video conferencing software
Productivity software
Webinars (training delivery method)
Technical support via email
Faxing
Technical Proficiency
Video conferencing systems operation

Full Job Description

OBJECTIVES OF ENGAGEMENT

The primary objective of this engagement is to provide helpdesk support to citizens accessing their immunization 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 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
Assist with other related tasks and duties as necessary
Travel to in-person trainings as necessary

OPERATIONAL REQUIREMENTS

The contractor will be required to:

Complete weekly timesheet reporting 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

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

TIMEFRAMES

The agreement between the Department of Health and the contractor will be from approximately

November 25, 2024 – June 30, 2025. Standard work week will be 40 hours.

Apply Now

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