Job Description :
Job Title: Help Desk Specialist - Level 3 Location: Hartford, CT Duration: 12 Months Note: Selected candidates need to be on board Onsite. They need to pick their on- boarding documents and equipment manually. No expenses will be paid for travelling Job Description: 6-8 yrs. exp Full-time professional work experience in Business and/or Information Technology. Substitutions: Accredited college training may substitute for the required work experience with a maximum substitution of four (4) years. (Fifteen (15) semester hours in Information Technology or a related area is required Accredited graduate training in the above area may substitute for the required work experience with a maximum substitution of two (2) years. Successfully completion of an Information Technology Certification program, may substitute for the required work experience with a maximum substitution of two (2) years. (Proof of certification must accompany application Two (2) years of work experience as a Network Engineer-Intermediate ; LAN Administrator-Intermediate ; Systems Administrator-Intermediate ; Network Engineer-Associate ; LAN Administrator-Associate may substitute for all of the required experience. Job Summary: 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, and troubleshooting 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 Verifying the accuracy of the interface through testing and validation, testing both incoming and outgoing data quality. Updating the status of clinics in the onboarding traceability spreadsheet Identify training needs and organize training interventions to meet data quality standards. Schedule, facilitate, and attend meetings both at DPH and with vendors and clinics to review status and resolve issues. Create and implement data quality analysis processes and workflows in the production environment. Required/Desired Skills Type Category Qualification Description Competency Required Skills Others Communication skills both verbal and written Proficient No Skills Others Consolidation planning and management Proficient No Skills Others Data Analytics Specialist Proficient No Skills Others Learning ability Proficient No Skills Others Online Web-based Training Developer Proficient No Skills Others Presentation skills Proficient No Skills Others