Support and Training

The primary objective of this engagement is to provide help desk support to end users of the Pennsylvania Immunization Electronic Registry System (PIERS) across the Commonwealth, as well as developing training tools. This individual will also provide education and training to internal Commonwealth PIERS users as well as update the PIERS website with new and updated materials. The contractor will work directly with the registry supervisor, manager, registry specialists, and other contracted staff during this assignment.

Generally, the contractor will perform the following tasks:

  • Provide PIERS help desk support by responding to inquiries via phone and email
  • Provide initial and ongoing training to PIERS end-users in-person and on-line
  • Provide initial and ongoing training to immunization program staff
  • Serve as a liaison and contact for onboarding provider clinics
  • Develop training tools and guides for all PIERS end users
  • Update training materials and presentations as new IIS functionality is implemented or modified
  • Identify PIERS website needs and create content to address them
  • Post updated PIERS training materials and links to website as necessary
  • Respond to end user inquiries regarding training and onboarding
  • Conduct post-training outreach to end users to provide them with needed materials and to facilitate a seamless transition to PIERS
  • Conduct post-training surveys
  • Consistently treat end users, stakeholders, and co-workers with dignity and respect
  • Create and maintain a work environment that is welcoming and respectful of diversity

· Assist with other related tasks and duties as necessary

· Travel to in-person trainings as necessary

OPERATIONAL REQUIREMENTS

The contractor will be required to:

· Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday.

· Provide weekly personal status reporting by COB Friday submitted on SharePoint.

· Schedule project status meetings with both the Division Director and bureau leadership as required.

CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS

  • Effectively and efficiently provide help desk support and diagnose end user issues
  • Ability to quickly learn and become proficient with using a new computer system
  • Design, plan, and present trainings on complex technical material to a wide variety of audiences
  • Develop and write effective training and promotional materials
  • Use distance training methods including conference call and webinar tools
  • Develop specific goals and plans to prioritize, organize, and accomplish work
  • Establish short-term and long-term objectives and specify the strategies to achieve them
  • Proficiency in Microsoft Office Suite, including Access, Excel, Power Point and Word
  • Document the status of projects
  • Use phone, email, fax, and messaging to communicate
  • Communicate effectively in writing, orally, electronically and in-person
  • Work independently and as a part of a team

Skill

Help desk support and diagnose end user issues

Design, plan, and present trainings on complex technical material to a wide variety of audiences

Experience developing and writing effective training and promotional materials

Distance training methods including conference call and webinar tools

Proficiency in Microsoft Office Suite, including Access, Excel, Power Point and Word

Job Type: Full-time

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