Offer summary

Qualifications:

Proven experience in helpdesk or technical support roles., Strong problem-solving skills and ability to learn new software quickly., Proficiency in Microsoft Office Suite and remote communication tools., Excellent written and verbal communication skills..

Key responsibilities:

Provide technical support to citizens and end-users via phone and email.

Monitor system performance and escalate critical issues as needed.

Assist in updating training materials and facilitate user training sessions.

Document project statuses and maintain clear records of support interactions.

Job description

Job Title: Help Desk Analyst (HDA3 A4 SC3)
Location: Remote
Contract Duration: 06/02/2025 to 07/05/2025
Hours: 40 hours per week

Position Overview

The Help Desk Analyst will provide technical support to citizens and end-users accessing the PIERS Public Portal (Immunization Records System) and PIERS. This role involves troubleshooting issues, assisting with training and onboarding, monitoring system performance, and ensuring a high level of customer service. The contractor will collaborate with the PIERS team, registry specialists, and leadership to enhance user experience and system efficiency.

Key Responsibilities

Helpdesk & Technical Support

Respond to inquiries from citizens and end-users via phone and email regarding PIERS Public Portal and PIERS.
Diagnose and resolve technical issues using training materials, manuals, and system knowledge.
Monitor system performance and escalate critical issues to the supervisor and PIERS team.
Identify and recommend improvements for the PIERS Public Portal website.

Training & Onboarding Support

Assist in updating PIERS and PIERS Public Portal training materials.
Respond to end-user inquiries regarding training and clinic onboarding.
Facilitate enrollment of PIERS users in training sessions.
Support planning and strategy development for end-user training approaches.
Travel to in-person training sessions as needed.

Reporting & Documentation

Submit weekly timesheets in PeopleFluent/VectorVMS by COB Friday.
Provide weekly personal status reports via SharePoint.
Document project statuses and maintain clear records of support interactions.

Operational & Administrative Duties

Schedule and attend project status meetings with Division Director and bureau leadership.
Maintain a professional, respectful, and inclusive work environment.
Assist with additional tasks as required.

Required Skills & Experience

Proven experience in helpdesk or technical support roles.
Ability to quickly learn and navigate new software systems.
Strong problem-solving skills using technical documentation.
Proficiency in Microsoft Office Suite (Access, Excel, PowerPoint, Word).
Experience with remote communication tools (conference calls, webinars).
Excellent written and verbal communication skills.
Strong organizational skills with the ability to prioritize tasks.
Ability to work independently and collaboratively within a team.

Work Environment & Expectations

Fully remote position with occasional travel for in-person training.
Professional and respectful interaction with stakeholders, end-users, and team members.
Commitment to fostering a diverse and inclusive work environment.