Helpdesk Analyst

Helpdesk Analyst, Indianapolis, IN, US

Helpdesk Analyst

The Immunization Helpdesk Analyst provides technical and customer support for immunization information systems (IIS), focusing on data integrity issues such as de-duplication and bad merges. This role ensures accurate immunization records and supports healthcare providers, public health staff, and end-users in resolving data discrepancies and system-related issues.

Essential Duties/Responsibilities

• Respond to inquiries from healthcare providers, public health agencies, and internal users regarding immunization records and system functionality.
• Investigate and resolve duplicate patient records and bad merges in the immunization registry.
• Use data tools and matching algorithms to identify and correct data integrity issues.
• Escalate complex data issues to technical teams or data stewards as needed.
• Document all support interactions in the ticketing system and maintain accurate logs.
• Provide guidance to users on best practices for data entry and record management.
• Collaborate with IT and data quality teams to improve deduplication processes and system performance.
• Collaborate with internal and external teams and assist on improving Data Quality metrics.
• Assist in testing system updates and enhancements.
• Generate reports on data quality trends and help develop training materials.
  
  

Skill Matrix

• Associate’s or Bachelor’s degree in Health Informatics, Information Technology, Public Health, or a related field Required
• Experience in a helpdesk, data quality, or healthcare IT support role Required 4.5 Years
• Experience with deduplication tools, data matching, or record linkage techniques Required 4.5 Years
• Familiarity with immunization information systems Required
• Strong analytical and problem-solving skills Required
• Excellent communication and customer service abilities Required
• Proficiency in using ticketing systems (e.g., ServiceNow) and Microsoft Office Suite Desired
• Knowledge of HL7 messaging and public health data standards Desired
• Experience working with state or local public health departments Desired
• Understanding of HIPAA and data privacy regulations Desired