Sr. Helpdesk Support Specialist

Sr. Helpdesk Support Specialist

Location:

Indianapolis, IN (Local candidates only)

Duration: 12+ months with possibility to extension

Job Description:

This position will assist with the data entry of provider and user forms into CHIRP, system testing on release of new patches or on major enhancements.

The position is for Indiana Immunization division IT helpdesk team. The team is overall responsible for customer support for the Indiana Immunization Registry (CHIRP), and My Vax Indiana  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 and My Vax Indiana  systems.

This position will also assist with the data entry of provider and user forms into CHIRP, 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 to provider records.
• New user and provider account forms setup and My Vax Indiana  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, and 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 team members and for training purposes.
• Support other systems support activities like de-duplication process, system trainings, system testing upon new patches/major system enhancements.
• Provides data and functional analysis, including consulting with users to determine system issues and resolution.
• Documents, analyzes, and tests solution of the issue, based on and related to user or system design specifications.
• Other related duties as assigned

Required Experience:

• Tier 2 IT helpdesk experience: 5 years
• Strong data entry experience (for data entry of provider and user forms into CHIRP): 5 years
• Experience with identifying problems, analyzing, and guiding end users through corrective steps: 5 years
• Experience with password resets, user access, changes and updates to provider records: 5 years
• Experience with documenting problems and conversations to create a log that can be referenced by other team members and for training purposes: 5 years
• Strong communication, problem solving, and customer relationship skills
• Proficiency in Microsoft Office applications with an emphasis on Excel and Power Point
• Associate degree or equivalent
• Strong customer service experience
• Healthcare industry experience:
  Highly desired