Harrisburg, Pennsylvania30+ days ago
Generally, the contractor will perform the following tasks: * 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 * Assist with other related tasks and duties as necessary * Travel to in-person trainings as necessary OPERATIONAL REQUIREMENTS The contractor will be required to: * Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday. CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS * 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 TIMEFRAMES The agreement between the Department of Health and the contractor will be from approximately November 25, 2024 – June 30, 2025.