What are the responsibilities and job description for the Advanced System Support Analyst position at inteletech?
QUALIFICATIONS AND EXPERIENCE
RESPONSIBILITIES
- 5 years of experience in a help desk environment (i.e. providing technical assistance, answering support calls, etc.).
- 5 years' experience writing SQL queries against SQL databases.
- 3 year of experience working with surveillance and the most up to date reporting systems.
- 3 year of experience writing technical and developing training documentation materials and recording training videos.
RESPONSIBILITIES
- SERVICE TASKS: Contractor will perform the following tasks in the time and manner specified:
- Respond to and resolve inquiries within 24 hours related to the use of the Electronic Prenatal Risk Screening Portal received via Help Desk line or Cherwell ticket management system as needed by the end user.
- Daily, answer email inquiries related to the use of the Electronic Prenatal Risk Screening portals and the shared Prenatal Screen inbox as directed by the Department.
- Daily, create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk by end users and as requested by the Department.
- Daily, provide help desk ticket updates through the Department's Cherwell system as directed by the Department.
- Set up new accounts within 8 business hours from receipt of authorization by Department staff and the Project Manager.
- Unlock system account within 8 business hours for users as reported in the Department's Cherwell system.
- Assist with password resets within 8 business hours from receipt of requestor.
- As directed by the Department, participate in Electronic Prenatal Screen Provider Support Calls
- As directed by the Department, provide consultation on development of system user manuals.
- As directed by the Department, assist the Department development team with testing of newe features of systems.
- Document business processes for existing and new system features for
- applications as needed by the Project Manager and as directed by the Department.
- As directed by the Department, provide systems implementation support.
- In the event of a system failure, immediate support will be provided to restore operations as quickly as possible.
- DATA SECURITY AND CONFIDENTIALITY TASK:
- The Contractor, its employees, subcontractors, and agents must comply at all times with all Department data security procedures and policies in the performance of this scope of work as specified in the Data Security and Confidentiality document attached to the purchase order.