NEED LOCAL PENNSYLVANIA RESIDENTS ONLY Travel to in-person training location as necessary
Commonwealth of PA - Help Desk Analyst - 764021 (Mostly Remote/Onsite as needed)
The primary objective of this engagement is to provide helpdesk support to end users and citizens accessing their immunization record through the Pennsylvania Immunization Electronic Registry System (PIERS) Public Portal.
Responsibility:
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
Required Skills:
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