Advanced System Support Analyst

Inteletech Global•Tallahassee, FL

About The Position

The Advanced System Support Analyst will be responsible for providing technical assistance and support related to the Electronic Prenatal Risk Screening Portal. This role involves responding to user inquiries, managing help desk tickets, setting up accounts, assisting with password resets, and participating in support calls. The analyst will also contribute to the development of user manuals, assist with system testing, document business processes, and provide systems implementation support. In the event of a system failure, immediate support will be provided to restore operations. The contractor must comply with all Department data security procedures and policies.

Requirements

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.
Must comply at all times with all Department data security procedures and policies.

Responsibilities

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.
Answer email inquiries related to the use of the Electronic Prenatal Risk Screening portals and the shared Prenatal Screen inbox.
Create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk.
Provide help desk ticket updates through the Department's Cherwell system.
Set up new accounts within 8 business hours from receipt of authorization.
Unlock system accounts within 8 business hours for users.
Assist with password resets within 8 business hours from receipt of request.
Participate in Electronic Prenatal Screen Provider Support Calls.
Provide consultation on development of system user manuals.
Assist the Department development team with testing of new features of systems.
Document business processes for existing and new system features for applications.
Provide systems implementation support.
Provide immediate support in the event of a system failure to restore operations as quickly as possible.