About the job
OBJECTIVES OF ENGAGEMENT
We are seeking a dedicated End User Support Analyst to facilitate helpdesk support for citizens accessing their immunization records through the PIERS Public Portal. This role will also extend helpdesk assistance to end-users of the PIERS system. The contractor will collaborate closely with the registry supervisor, manager, registry specialists, and additional contracted members of the PIERS team throughout this engagement.
Key Responsibilities:
- Deliver helpdesk support for the PIERS Public Portal by addressing inquiries from citizens via phone and email.
- Provide assistance to end-users of PIERS through phone and email communication.
- Monitor system issues related to PIERS and escalate them to the supervisor and PIERS team as necessary.
- Identify areas for improvement on the PIERS Public Portal website.
- Assist with updates to training materials for PIERS and the Public Portal.
- Respond to queries from end-users regarding training and onboarding processes for PIERS users and clinics.
- Facilitate the enrollment of users into PIERS training sessions.
- Provide regular status updates to the IIS training team and PIERS team.
- Contribute to the planning and development of training strategies for end-users.
- Maintain a respectful and dignified approach toward end-users, stakeholders, and colleagues.
- Create an inclusive work environment that values diversity.
- Assist with additional related tasks as required.
- Travel to in-person training sessions as needed.
OPERATIONAL REQUIREMENTS
The contractor will be expected to:
- Complete weekly timesheet reporting in PeopleFluent/VectorVMS by close of business on Friday.
- Submit weekly personal status reports by close of business on Friday via SharePoint.
- Schedule project status meetings with both the Division Director and bureau leadership as needed.
SKILLS AND EXPERIENCE REQUIREMENTS
- Demonstrated ability to effectively provide helpdesk support.
- Quick learner with the capacity to adapt to new computer systems.
- Skilled in using complex technical training materials and manuals to resolve citizen and end-user issues.
- Proficient in distance communication methods, including conference calls and webinars.
- Ability to set specific goals and plans to prioritize, organize, and accomplish work effectively.
- Establish both short-term and long-term objectives and develop strategies to achieve them.
- Proficient with Microsoft Office Suite, including Access, Excel, PowerPoint, and Word.
- Capable of documenting project statuses accurately.
- Effective communication skills through phone, email, fax, and messaging platforms.
- Excellent verbal and written communication skills.
- Ability to work independently as well as part of a team.