Helpdesk Analyst

HDA3

Location : Harrisburg, PA(Remote Position)

Duration : 12 Months Contract

Interview Types: Webcam

Job Description

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

Required/Desired Skills: