Helpdesk Support Specialist

Job Title: Helpdesk Support Specialist Job Location: Hybrid in Indianapolis, IN(3 days a week – Locals Only) Duration: 12 Months Work Authorization: USC, GC, GC-EAD, H4-EAD Contract Type: Only on W2 Job Description: 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 MyVaxIndiana 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, an 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.