Help Desk Analyst - HDA 25-23383

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
No Travel Required

Skills

Training
UI
User Experience
Videoconferencing
Virtual Team
Web Portals
Quick Learner
Microsoft Office
Microsoft PowerPoint
Onboarding
Technical Support
Organizational Skills
Documentation
Regulatory Compliance
Reporting
End-user Training
Help Desk
Leadership
Microsoft Excel
Problem Solving
Analytical Skill
Collaboration
Communication
Conflict Resolution
Customer Service

Job Details

Job Title: Help Desk Analyst
Location: Remote
Contract Duration: 1 Month
Hours: 40 hours per week

Position Overview

The Help Desk Analyst will provide technical support to citizens and end-users accessing a public-facing immunization records portal and internal immunization systems. This role includes resolving technical issues, assisting with onboarding and training, monitoring system functionality, and delivering high-quality customer service. The analyst will work closely with the system support team, registry specialists, and leadership to improve the user experience and overall system performance.

Key Responsibilities

< data-start="759" data-end="796">Helpdesk & Technical Support</>

  • Respond to support inquiries via phone and email for both the public and internal immunization portals.

  • Troubleshoot and resolve issues using system knowledge, documentation, and manuals.

  • Monitor system performance and escalate critical problems as needed.

  • Identify and propose improvements to the user interface and user experience.

< data-start="1148" data-end="1186">Training & Onboarding Support</>

  • Assist in updating training resources for both internal and public-facing systems.

  • Support user inquiries related to training and onboarding procedures.

  • Help facilitate enrollment for training sessions.

  • Contribute to the development of user training strategies and materials.

  • Attend in-person training sessions when necessary.

< data-start="1535" data-end="1569">Reporting & Documentation</>

  • Submit weekly timesheets through the designated system by close of business each Friday.

  • Provide weekly status updates and activity logs.

  • Maintain detailed documentation of technical support interactions and outcomes.

< data-start="1801" data-end="1845">Operational & Administrative Duties</>

  • Attend and participate in regular project meetings with leadership.

  • Promote a respectful, professional, and inclusive working environment.

  • Support additional administrative and operational needs as assigned.

Required Skills & Experience

  • Proven experience in a technical support or helpdesk environment.

  • Quick learner with the ability to master new software applications.

  • Strong analytical and problem-solving abilities.

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access).

  • Comfortable with remote collaboration tools (e.g., video conferencing, webinars).

  • Excellent written and verbal communication skills.

  • Strong organizational skills and ability to prioritize tasks.

  • Capable of working independently and collaboratively in a virtual team setting.

Work Environment & Expectations

  • Fully remote role with potential occasional travel for training sessions.

  • Professional engagement with stakeholders, team members, and system users.

  • Commitment to diversity, equity, and inclusion.

Contractual Requirements

  • Adherence to weekly time reporting and status updates.

  • Compliance with established security and operational protocols.

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