Help Desk Analyst - ProRec Resource Solutions

Helpdesk Analyst
Location: Remote, with occasional travel for in-person training
Duration: November 25, 2024 – June 30, 2025
Schedule: 40 hrs./wk.

Summary
The primary goal of this role is to support citizens and end-users accessing the PIERS Public Portal for immunization records. This contractor will deliver helpdesk assistance, addressing inquiries and providing support to end-users, citizens, and stakeholders. They will collaborate closely with the registry supervisor, manager, registry specialists, and the PIERS team.

Responsibilities:
Helpdesk Support

• Provide assistance to citizens accessing the PIERS Public Portal via phone and email.
• Respond to end-user inquiries related to PIERS access and use.
• Monitor, document, and escalate PIERS system issues as needed.

Training and Resource Development

• Identify needs for updates to the PIERS Public Portal website.
• Assist with updates to PIERS training materials, ensuring accuracy and clarity.
• Facilitate training enrollment for new PIERS users and clinics.
• Respond to inquiries regarding training and onboarding.

Reporting and Communication

• Provide regular status updates to the IIS training and PIERS teams.
• Collaborate with leadership to strategize training approaches and improvement plans.

Diversity and Respect

• Maintain a respectful and inclusive work environment, treating all stakeholders with dignity.
• Support team efforts to foster a welcoming and diverse workplace.

Additional Duties

• Complete any other relevant tasks as assigned by the PIERS team.
• Travel to attend in-person trainings as required.

Operational Requirements:

Weekly Reporting:

• Submit timesheets in PeopleFluent/VectorVMS by Friday COB.
• Submit personal status updates on SharePoint by Friday COB.

Project Meetings:

• Schedule and attend project status meetings with Division Director and bureau leadership as required.

Skills and Experience Requirements:

• Strong helpdesk support skills, with an ability to handle multiple communication channels.
• Quick adaptability to new systems and tools, with a focus on diagnosing user issues.
• Proficiency in remote communication tools, such as conference call and webinar platforms.
• Goal-setting skills with the ability to organize and prioritize tasks effectively.
• Proficient in Microsoft Office Suite, including Access, Excel, PowerPoint, and Word.
• Effective written, oral, electronic, and in-person communication skills.
• Capable of working both independently and collaboratively as part of a team.

This role requires a highly organized individual who can manage tasks, report efficiently, and contribute to the continuous improvement of PIERS training and user support.