OBJECTIVES OF ENGAGEMENT
The primary objective of this engagement is to provide helpdesk support to citizens accessing their immunization record through the PIERS Public Portal.
This individual will also provide helpdesk support to end-users of PIERS.
The contractor will work directly with the registry supervisor, manager, registry specialists, and other contracted staff of the PIERS team during this assignment.
Generally, the contractor will perform the following tasks:
Provide PIERS Public Portal helpdesk support by responding to inquiries from citizens via phone and emailProvide PIERS helpdesk support by responding to inquiries from end-users via phone and emailMonitor and escalate PIERS system issues to supervisor and PIERS teamIdentify PIERS Public Portal website needsAssist with and recommend updates to PIERS and PIERS Public Portal training materialsRespond to end-user inquiries regarding training and onboarding for PIERS users and clinicsFacilitate enrollment of PIERS users in trainingProvide regular status reports to IIS training team and PIERS teamAssist in planning and developing strategies for training approaches to end-usersConsistently treat end users, stakeholders, and co-workers with dignity and respectCreate and maintain a work environment that is welcoming and respectful of diversityAssist with other related tasks and duties as necessaryTravel to in-person trainings as necessaryOPERATIONAL REQUIREMENTS
The contractor will be required to:
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.
CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS
Effectively and efficiently provide helpdesk supportAbility to quickly learn and become proficient with using a new computer systemUse complex technical training material and manuals to diagnose citizen and end-user issuesUse distance communication methods including conference call and webinar toolsDevelop specific goals and plans to prioritize, organize, and accomplish workEstablish short-term and long-term objectives and specify the strategies to achieve themProficiency in Microsoft Office Suite, including Access, Excel, Power Point and WordDocument the status of projectsUse phone, email, fax, and messaging to communicateCommunicate effectively in writing, orally, electronically and in-personWork independently and as a part of a teamTIMEFRAMES
The agreement between the Department of Health and the contractor will be from approximately
November 25, 2024 – June 30, 2025.
Standard work week will be 40 hours.