Help Desk Analyst

Overview

Remote
Depends on Experience
Contract - W2

Skills

ITOPS_Help Desk
ITOPS_Desktop Support

Job Details

Our government client is looking for an experienced Help Desk Analyst on a remote 6+ months renewable contract role in Harrisburg, PA.

Position- Help Desk Analyst
W2 RATE $22/HR

Job Overview:

  • 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 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
Required/Desired Experience:
  • 5 Years of Customer and technical support of business-critical applications Required
  • 5 Years of Customer Service Experience Required
  • Federal, State, or Local government experience Required

About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY
www.vectorconsulting.com
“Celebrating 30 years of service.”
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