As a Help Desk Analyst, you will provide essential support for the client Portal, assisting users in accessing their immunization records and supporting end-users. Working closely with the registry supervisor, manager, and portal team, you will address technical inquiries, assist with training needs, and ensure a responsive, respectful, and inclusive experience for all users. This role requires effective communication, adaptability, and a commitment to supporting the portal program and its users.
Key Responsibilities:
Provide helpdesk support for the Portal by addressing citizen inquiries via phone and email.
Support end-users by handling inquiries from clinics and other users via phone and email.
Monitor system issues, escalating to the supervisor and portal team as needed.
Identify website needs for the Portal to enhance user experience.
Assist in updating and recommending improvements for training materials.
Respond to end-user inquiries related to training and onboarding processes.
Facilitate training enrollments for users, ensuring comprehensive onboarding.
Provide status reports regularly to the IIS training and teams.
Contribute to developing strategies for end-user training approaches.
Foster a respectful, welcoming environment that values diversity and inclusivity.
Required Skills, Experiences, Education, and Competencies:
Strong ability to provide efficient, effective helpdesk support.
Quick learner with proficiency in new computer systems and technical troubleshooting.
Ability to interpret technical materials to diagnose citizen and end-user issues.
Proficient with remote communication tools (e.g., conference calls, webinars).
Skilled in goal setting, organizing tasks, and achieving objectives.
Proficiency in Microsoft Office Suite, including Access, Excel, PowerPoint, and Word.
Strong documentation skills for project status tracking and reporting.
Effective communicator, both written and verbal, across multiple formats.
Ability to work independently and collaboratively as part of a team.
Willingness to travel for in-person training sessions as needed.
The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
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