Help Desk Analyst

Location: Harrisburg, PA - local candidates onlyPosition Type: Remote, will need to travel onsite for meetings and trainingsContract Length: 10 monthsPosition Overview:The Analyst will be responsible for answering questions from end users regarding the client's internal system, both by phone and via email. In addition, this contractor will be responsible for training new and existing end users both in-person and through live online trainings. This contractor will assist in creating and updating training materials.Duties:Provide help desk support by responding to inquiries via phone and emailProvide initial and ongoing training to end-users in-person and onlineProvide initial and ongoing training to immunization program staffServe as a liaison and contact for onboarding provider clinicsDevelop training tools and guides for all system end usersRevise training materials and presentations as new functionality is added or changed.Identify website needs and create content to address themPost updated training materials and links to website as necessaryRespond to end user inquiries regarding training and onboardingConduct post-training outreach to end users to provide them with needed materials and to facilitate a seamless transitionConduct post-training surveysRequired Skills:5 years of experience with help desk support and diagnosing end user issues5 years of designing, planning, and presenting trainings on complex technical material to a wide variety of audiences5 years of experience developing and writing effective training and promotional materials5 years of experience with distance training methods including conference call and webinar toolsProficiency in Microsoft Office Suite, including Access, Excel, Power Point and Word