Help Desk Analyst

Contract Help Desk Analyst in Harrisburg, PA onsite, delivering PIERS Public Portal and end-user support for 8+ months.

Responsibilities

• Provide PIERS Public Portal helpdesk support by answering citizen inquiries via phone and email.
• Deliver PIERS end-user helpdesk support by handling inquiries from end-users via phone and email.
• Monitor PIERS system issues and escalate to the supervisor and PIERS team as needed.
• Assess needs and opportunities for the PIERS Public Portal website.
• Assist with updating training materials for PIERS and the PIERS Public Portal and recommend improvements.
• Answer end-user questions about training and onboarding for PIERS users and clinics.
• Coordinate enrollment of PIERS users into training sessions.
• Provide regular status updates to the IIS training team and the PIERS team.
• Help plan and develop training approaches for end-users.
• Maintain a respectful, professional demeanor with end users, stakeholders, and colleagues.
• Foster a welcoming and diverse work environment that values inclusion.
• Support related tasks and duties as needed.
• Travel to in-person trainings as required.
• Submit weekly timesheets in PeopleFluent/Vector VMS by close of business Friday.
• Provide weekly personal status reports via SharePoint by Friday COB.
• Schedule project status meetings with the Division Director and bureau leadership as required.

Requirements

• Proven ability to deliver effective and efficient helpdesk support.
• Capacity to rapidly learn and gain proficiency with a new computer system.
• Use detailed technical training materials and manuals to diagnose citizen and end-user issues.
• Experience with distance communication tools including conference calls and webinars.
• Ability to set specific goals, prioritize work, organize tasks, and accomplish them.
• Ability to establish short-term and long-term objectives with clear strategies to achieve them.
• Proficiency in Microsoft Office Suite, including Access, Excel, PowerPoint, and Word.
• Document project status and progress.
• Communicate via phone, email, fax, and messaging.
• Communicate effectively in writing, speaking, electronic channels, and in person.
• Work independently and as part of a team.

Technologies

• PIERS Public Portal
• PeopleFluent/Vector VMS
• SharePoint
• Microsoft Office Suite (Access, Excel, PowerPoint, Word)