10 Jan
Direct Client: Help Desk Analyst
Vacancy expired!
- Ensure that all customer email and support ticket inquiries, requesting assistance or user access and account maintenance are immediately resolved.
- Perform basic operation, onboarding of new employers, monitoring, trouble shooting of user accounts and about account status through VAMS.
- Assist with the documentation of processes and procedures for both individuals and groups.
- Handle support issues remotely via phone, web team interactive session, or remote support software tools.
- Triage user functional questions that cannot be addressed to the appropriate staff as needed and provide follow-up to ensure issues are handled.
- Assist user’s general policy questions, VAMS troubleshooting and guidance with the process workflow.
- Assist with roster upload in VAMS system for all types of employers (Organizations/Self-employed/Independent contractors).
- Troubleshoot user log-in problems and assist users in triaging account and access problems.
- Coordinate Technology learning with business users and provide the primary Business Analyst services for statewide users.
- Assist with additional Training of VAMS to DPH staff and external users (Employers).
- Perform user acceptance testing of system changes and update documentation in accordance with enhancements to the system.
Vacancy expired!