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

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.

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.

Help Desk Analyst

Job Description