Help Desk Support Analyst

JOB DESCRIPTION:

Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:

1. Three years of experience in a help desk environment (i.e. providing technical assistance, answering support calls, etc.)

2. Three years’ experience writing SQL queries against SQL databases.

3. Two years of experience working with surveillance, case management, and reporting systems.

4. Two years of experience writing technical and developing training documentation materials and recording training videos

5. Two years of experience supporting Healthcare IT applications specifically Fiscal reporting, Electronic Labs ordering and resulting, Data to Care, Ryan White Portal, Counseling Testing & Linkage systems.

6. DevOps foundation or above certification required

CONTRACTOR RESPONSIBILITIES:

Service Tasks: Contractor will perform the following tasks in the time and manner specified:

1. Respond and Resolve inquires related to the use of the surveillance and case management portals received via Help Desk line or Cherwell ticket management system as needed by the end user.

2. Answer email inquiries related to the use of the systems daily as needed by the Department.

3. Create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk daily as requested by Project Manager.

4. Provide help desk ticket updates through the Department’s Cherwell system daily as needed by the Department.

5. Set-up new accounts authorized by the Section staff and Project Manager within 24 hours from receipt of Department approval.

6. Unlock system accounts for users as reported in the Cherwell system and assist with password resets in a timely manner from receipt of requestor.

7. Conduct statewide webinar trainings on new features of systems to end users and develop user manuals of systems as needed by the department.

8. Assist with testing of new features of systems daily as directed by the department.

9. Document business processes for existing and new system features for applications as needed by the Project Manager and Department.

Provide systems implementation support during regular and off hours as needed by the Department on a monthly basis.