Respond and resolve inquires related to the use of the COVID-19
portals received via Help Desk line or Cherwell ticket management
system as needed by the end user.
Answer email inquiries related to the use of the COVID-19 Cherwell
ticket portals daily as needed by the client.
Create and submit help desk tickets based on technical assistance
requests received via Help Desk line or by email daily.
Provide help desk ticket updates through the Department's Cherwell
system daily as needed by the client.
Set-up new accounts authorized by Department staff within 24 hours
from receipt of Department approval.
Unlock system accounts for users and assist with password resets in
a timely manner from receipt of Department requestor.
Conduct statewide trainings on new features of systems to end users
and develop user manuals of system feature as needed by the
Assist with testing new features of systems daily as directed by
Document business processes for existing and new system features
for applications as needed by the client.
Provide systems implementation support during regular and off hours
as needed by the client on a monthly basis.
Qualifications & Experience
Three years' experience in a help desk environment (i.e., providing
technical assistance, answering support calls.)
Three years' experience writing SQL queries against SQL
Two years' experience working with surveillance and the most up to
date reporting systems.
Two years' experience writing technical and developing training
documentation materials and recording training videos.