Help Desk & Application Support Specialist – Healthcare Systems - Need locals in Florida

Help Desk & Application Support Specialist – Healthcare Systems - Need locals in Florida

Preferred Qualifications:

·         Experienced Help Desk and Application Support Specialist, with 2+ years supporting healthcare and public sector applications.

·         Skilled in SQL query writing, technical troubleshooting, user account management, ticketing systems, and end-user training.

·         Experienced supporting surveillance and reporting systems, documenting business processes, and assisting with system testing and implementation.

·         Strong background working with Electronic Prenatal Risk Screening workflows, provider support, and healthcare data modernization initiatives

Qualification and Experience:

Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:

1.      A minimum of two years in a help desk environment (i.e. providing technical assistance, answering support calls, etc.).

2.      A minimum of two years writing SQL queries against SQL databases.

3.      A minimum of one year working with surveillance and the most up to date reporting systems.

4.      A minimum of one year writing technical and developing training materials and recording training videos.

5.      A minimum of 6 months of knowledge and experience with Prenatal Risk Screening application.

CONTRACTOR RESPONSIBILITIES:

·         As directed by the Department respond to and resolve inquiries within 24 hours related to the use of the Electronic Prenatal Risk Screening Portal received via Help Desk line or Cherwell ticket management system as needed by the end user.

·         Daily, answer email inquiries related to the use of the Electronic Prenatal Risk Screening portals and the shared Prenatal Screen inbox as directed by the Department.

·         As directed by the Department, assist with Data Modernization efforts including (but not limited to) the Qlik platform, Infant Screen, Provider Database, and Electronic Prenatal Screen.

·         Daily, create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk by end users and as requested by the Department.

·         Daily, provide help desk ticket updates through the Department’s Cherwell system as directed by the Department.

·         Set up new accounts within 8 business hours from receipt of authorization by Department staff and the Department Project Manager.

·         Unlock system account within 8 business hours for users as reported in the Department’s Cherwell system.

·         Assist with password resets within 8 business hours from receipt of requestor.

·         As directed by the Department, participate in Electronic Prenatal Screen Provider Support Calls.

·         As directed by the Department, provide consultation on development of system user manuals.

·         As directed by the Department, assist the Department Development Team with testing of new features of systems.

·         Document business processes for existing and new system features for applications as needed by the Department Project Manager and as directed by the Department.

·         As directed by the Department, provide systems implementation support.

·         In the event of a system failure, immediate support will be provided to restore operations as quickly as possible.

CRIMINAL BACKGROUND SCREENING: The Department will conduct a criminal history record check, including fingerprinting, on the consultant assigned by the Contractor prior to the consultant commencing work for the Department. The Department retains sole discretion as to whether the results of the criminal history record check will result in the Contractor''s employee being disqualified from performing services pursuant to this agreement.

ation Support Specialist – Healthcare Systems