Help Desk Analyst

Company: Cogent IBS, Inc
Location: Hartford
Posted on: February 20, 2021

Job Description:

Specific Services RequiredThe contractor employees shall provide the following services:

• Ensure that all customer email and support ticket inquiries, requesting assistance or user access and account maintenance are immediately resolved.
• Perform basic operation, onboarding of new employers, monitoring, trouble shooting of user accounts and about account status through VAMS.
• Assist with the documentation of processes and procedures for both individuals and groups.
• Handle support issues remotely via phone, web team interactive session, or remote support software tools.
• Triage user functional questions that cannot be addressed to the appropriate staff as needed and provide follow-up to ensure issues are handled.
• Assist user's general policy questions, VAMS troubleshooting and guidance with the process workflow.
• Assist with roster upload in VAMS system for all types of employers (Organizations/Self-employed/Independent contractors).
• Troubleshoot user log-in problems and assist users in triaging account and access problems.
• Coordinate Technology learning with business users and provide the primary Business Analyst services for statewide users.
• Assist with additional Training of VAMS to DPH staff and external users (Employers).
• Perform user acceptance testing of system changes and update documentation in accordance with enhancements to the system. - provided by Dice

Keywords: Cogent IBS, Inc, Hartford , Help Desk Analyst, Professions , Hartford, Connecticut