10 Jan
Direct Client: Help Desk Analyst
Connecticut, Hartford , 06101 Hartford USA

Vacancy expired!

Help Desk Analyst

Hartford, CT

6 Months Contract

Specific Services Required
  • 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!


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