ATC ยท 2 months ago
End User support analyst
Harrisburg, PA
Contract
Onsite
New Grad, Entry LevelATC is seeking an End User Support Analyst to provide helpdesk support to citizens and end-users accessing their immunization records through the PIERS Public Portal. The role involves responding to inquiries, monitoring system issues, and assisting with training and enrollment for PIERS users.
Internet
Responsibilities
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
Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday
Provide weekly personal status reporting by COB Friday submitted on SharePoint
Schedule project status meetings with both the Division Director and bureau leadership as required
Qualification
Required
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
Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday
Provide weekly personal status reporting by COB Friday submitted on SharePoint
Schedule project status meetings with both the Division Director and bureau leadership as required
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
Company
ATC
ATC is connecting you with a sustainable energy future.
Founded in 2001
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Rowe
President and CEO
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