08 AprOne of our clients is looking for Helpdesk Specialist for IN on the following skills:A Bachelor’s Degree in Computer Science or related field is requiredInterviews : Video Top 3 Desired Skills: Troubleshooting and problem-solving, ability to prioritize, communication skills. The position is for Indiana Immunization division IT helpdesk team. The team is overall responsible forcustomer support for the Indiana Immunization Registry (CHIRP), and MyVaxIndiana systems. CHIRP has about 5,000 providers, 7,300 active users and the helpdesk receives about 500 calls per week. This position will be a Tier 2 helpdesk and will focus on technical issues related to using CHIRP andMyVaxIndiana systems. This position will also assist the data entry of provider and user forms intoCHIRP, system testing on release of new patches or on major enhancements. Essential Duties/Responsibilities: CHIRP helpdesk support including password resets, user access, changes and updates toprovider records. New user and provider account forms setup and MyVaxIndiana users support. Monitor helpdesk system for incoming requests and resolve or escalate accordingly. Provide IT helpdesk support and resolve problems to the end user satisfaction. Monitor IT helpdesk for tickets assigned, process, an escalate based on priority. Monitor and respond quickly and effectively to requests received through the IT helpdesk. Identifying problems, analyze, and guiding end users through corrective steps. Prioritize customer Service Requests (SR) submitted via telephone, voicemail, and e-mails. Document problems and conversations to create a log that can be referenced by other teammembers and for training purposes. Support other systems support activities like de-duplication process, system trainings, systemtesting upon new patches/major system enhancements. Provides systems analysis techniques and procedures, including consulting with users todetermine system functional specifications. Documents, analyzes, and tests information system applications, based on and related to user orsystem design specifications. Other related duties as assigned. Job Requirements: Detailed analysis for data entry of provider and user forms. Good helpdesk skills to assist with troubleshoot nontechnical users on a variety of workstationsand environments. Some Java/HTML knowledge to understand code and break in the system Process Deduplication records 1k – 2k records daily. Process ambiguous ID’s 200 – 800 records daily. Strong communication, problem solving, and customer relationship skills. Thorough understanding of ACIP Epidemiology and Prevention of Vaccine-Preventable Diseases(pink book) is a plus. Proficiency in Microsoft Windows and Microsoft Office applications with an emphasis ondatabase, spreadsheet applications and PowerPoint. Education/Experience
- High School Diploma or equivalent is required.