Helpdesk Analyst Job Title - Helpdesk Analyst

Digitek Software, Inc.; Harrisburg (Dauphin County); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Help Desk professional to provide support to citizens accessing their immunization records through the PIERS Public Portal. The role involves responding to inquiries, monitoring system issues, and assisting with training materials. Candidates should possess strong communication skills and proficiency in Microsoft Office Suite.

Qualifications

• Experience in providing helpdesk support effectively.
• Proficiency in Microsoft Office Suite including Access, Excel, PowerPoint, and Word.
• Ability to communicate effectively in writing and verbally.

Responsibilities

• Provide helpdesk support to citizens and end-users via phone and email.
• Monitor and escalate system issues to supervisor.
• Assist in training and onboarding for PIERS users.

Skills

Helpdesk support

Effective communication

Proficiency in Microsoft Office Suite

Ability to learn new systems quickly

Job description

One of our Client is looking for the position Help Desk based on following skills:

Remote Position

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

The successful candidate may have to undergo a drug test and background check.

Sincerely,

Rakhi Ankush

Digitek Software, Inc.

650 Radio Drive, Lewis Center, OH 43035 Tel No ext. 3137

Email