Help Desk Consultant

Transcend Business Solutions; Harrisburg (Dauphin County); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Help Desk Consultant to provide support for the PA PIERS Public Portal. The role requires strong customer service and technical support skills, with responsibilities including helpdesk support and user training. The position is remote with some travel to Harrisburg, PA required.

Qualifications

• 5 years experience in customer and technical support of business-critical applications.
• 5 years customer service experience.

Responsibilities

• Provide helpdesk support for the PIERS Public Portal.
• Monitor and escalate system issues to the supervisor.
• Assist with training strategies for end-users.

Skills

Effective communication

Helpdesk support skills

Goal setting

Work prioritization

Tools

Microsoft Office Suite

Job description

Job Description

Help Desk Consultant - Remote with some travel to Harrisburg, PA when required (must be local). Term: 1 year plus.

Must have:

• 5 years experience in customer and technical support of business-critical applications
• 5 years customer service experience
• Federal, State, or Local government experience

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

Generally, the contractor will perform the following tasks:

• Provide helpdesk support for the PIERS Public Portal by responding to inquiries from citizens via phone and email
• Respond to inquiries from end-users via phone and email
• Monitor and escalate system issues to the supervisor and PIERS team
• Identify website needs for the PIERS Public Portal
• Assist with and recommend updates to PIERS and its training materials
• Respond to 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 training strategies for end-users
• Maintain a respectful and welcoming environment for end users, stakeholders, and co-workers

Additional duties may be assigned as necessary. Travel to in-person trainings may be required.

Operational Requirements:

• Complete weekly timesheets in PeopleFluent/VectorVMS by COB Friday
• Provide weekly personal status reports via SharePoint by COB Friday
• Schedule project status meetings with Division Director and bureau leadership as needed

Contractor Skills and Experience:

• Effective and efficient helpdesk support skills
• Ability to quickly learn and become proficient with new systems
• Use of complex technical training materials to diagnose issues
• Experience with distance communication tools like conference calls and webinars
• Goal setting and work prioritization skills
• Proficiency in Microsoft Office Suite (Access, Excel, PowerPoint, Word)
• Ability to document project statuses
• Effective communication via phone, email, fax, messaging, and in person
• Ability to work independently and in a team