Current Openings

Helpdesk Support

Hartford, CONNECTICUT | Contract
Post Date: 01/08/21
Job ID: 21-00030
Job Type: Contract

Job Description

Job Title: Helpdesk Support
Duration: 6 months
Location: Hartford, CT
***Remote Job***

Job Description
  • The COVID-19 Vaccination program has prepared for the authorization and distribution of COVID-19 vaccines and is currently in Phase 1a. Our goal is for all residents to have access to the vaccination.
  • The scope of work (SOW) is to provide technical support for users of the VAMS system and general application level user support. We anticipate that this would be a remote support role primarily based on virtual user interaction and phone support.

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 users.
  • Assist with additional Training of staff and external users (Employers).
  • Perform user acceptance testing of system changes and update documentation in accordance with enhancements to the system.