Help Desk Analyst Job at Michigan Public Health Institute (MPHI)
Michigan Public Health Institute (MPHI) Remote
$23.90 - $37.46 an hour
MPHI is a Michigan-based and nationally engaged, non-profit public health institute. We are a team of teams, process and content experts, dedicated to building
A world where tomorrow is healthier than today!
Title:
Help Desk Analyst - MCIR Support Services
$23.90 - $37.46 / Posted Thru: 5-24-23
Location: Remote/Virtual – Must Live in Michigan
Quarterly In-person Meetings Required
Purpose: The Help Desk Analyst performs all necessary aspects of internal and external customer service and interacts with Michigan Care Improvement Registry (MCIR) users via phone, fax, or email providing technical assistance and support for incoming queries and issues related to the MCIR and MCIR/SIRS system; work with helpdesk staff, and Lead Help Desk Analyst to ascertain new or emerging issues; and participate in pre- and post-release MCIR system testing as needed. They will work collaboratively with the MCIR Helpdesk team and support the MCIR Education and Training team. The incumbent will work with MCIR users with MCIR functions and members of the public with immunization record needs, triage and facilitate issues to resolve and provide customer support.
Duties and Responsibilities:
- Take responsibility for successful completion of work assignments.
- Model professional behavior while providing customer service for telephone/email support; assisting customers in resolving specified issues through research, follow- up, resolution techniques, or referral to appropriate regional training staff, field or program SOM staff of Michigan, local health department partners, MCIR or Division of Immunization staff as needed.
- Establish and maintain regular coordination with MCIR Helpdesk personnel to ensure fluid communication and collaboration on new or emerging issues.
- Work in collaboration with Division of Immunization Section admin/secretarial staff for the appropriate storage and retrieval of Customer Support Services documents.
- Create, deliver, and maintain Customer Service procedures and documentation regarding telephone coverage functions (forward, VM retrieval, greetings, etc.), email access/response, and other information as needed.
- Maintain a ‘call/email/documentation issue log,’ tracking issues/tickets/contacts according to established or new procedures.
- Provide management with ‘call/email/documentation/issue/ticket log,’ metrics as requested and utilize and maintain any customer relationship management tools as implemented.
- Work collaboratively with the MCIR Support Services – Lead System Testing & Communication Analyst and MCIR Performance Analyst regarding assistance in final validation of reported system issues or system enhancements post-production or be willing to assist in UAT release testing the MCIR IIS system as requested or needed.
- Attend MCIR Staff meetings and provide reports on customer issues or changes needed to improve customer service, or training resources in correlation with issues coming into the MCIR Helpdesk.
- Research, collect, consolidate, analyze helpdesk requests and needs related to COVID, and other immunization outbreaks.
- Recommend program policies and procedures regarding design, delivery and analysis of MCIR/Immunization Information System and MCIR/SIRS agreements and forms.
- Assist in designing, implementing, and documenting, as well as use and maintain computer-based data collection, processing, and reporting systems to record and analyze helpdesk data to support program and service activities.
- Process MCIR record and record change requests and assist with deduplication, and MCIR related inquiries and recognize and refer sensitive request to immunization staff, Helpdesk Lead Analyst and or management.
- Assist in helpdesk initiatives such as customer service satisfaction surveys, and user group training.
- Maintain a positive, strong, credible, professional, and interpersonal relationship with all Division of Immunization staff, regional education and training team, field staff and always represent best interest of MDHHS and MPHI.
- Other duties related to the Michigan Immunization Information System as assigned by Section or Unit Manager.
Qualifications/Requirements:
Education: A bachelor’s degree is preferred. In lieu of a bachelor’s degree, we will accept an equivalent in education and/or experience.
Experience: Experience in helpdesk and customer service and/or support setting. Ability to quickly understand the functionality of new applications, database systems, health information systems and systems related to ticketing issues, learning management systems, and immunization information.
Important Skills and Characteristics:
- The ability to quickly understand application functionality.
- Demonstrated analytic and problem-solving skills.
- Strong PC, spreadsheet (MS Excel) and database (MS Access) application skills.
- Excellent skills in Microsoft Office Suite and Microsoft Outlook, MS Teams, and Softphones.
- Strong follow up and problem resolution skills.
- Excellent time-management skills.
- Customer service and negotiation skills.
- Ability to learn new computer programs, software applications, process, and procedures.
- Ability to advocate for user, team and operational improvement needs, and support those recommendations with background, impact, and recommendations.
- Detail and results oriented.
- Dynamic and highly motivated.
- Able to work well in team situations.
- Ability to look at system operations and system procedures and how such would impact health equity and inclusion.
- Self-motivated, able to complete work in timely manner, and handle multiple tasks with minimal supervision.
- Critical thinking skills to solve organizational and customer challenges.
- Ability to work independently to troubleshoot and resolve user needs.
- Experience and ability to work remotely and in geographically dispersed environment.
Work
Environment and
Physical
Requirements: Job may require moderate physical effort in a standard office environment, including lifting materials and equipment of no more than fifty pounds and involves viewing a computer screen 50% to 85% of the time. May require valid vehicle operator’s license where needed to perform duties of the position.
RESPONSIBILITY FOR THE WORK OF OTHERS: No assigned responsibility.
IMPACT ON PROJECTS, SERVICES AND OPERATIONS: The Analyst can interact with clients in the performance of duties. They function as an ambassador of customer support services. The quality of the work and the professionalism exhibited by the Analyst directly reflection the reputation and perceived value of MPHI’s services.
REQUIREDCOMMUNICATION
Contact
Person/Group
Frequency
Purpose
Unit Supervisor
Daily
Progress updates, guidance, and proposals
MCIR Coordinator
Daily
Resource and support
MCIR Business & Technical
As Needed
Resource and Support
Support Services, Testing and Training Analyst
Daily
Resource and support, Issue validation, Pre- and Post-Release testing
MCIR Users
Daily
Primary Customer Services Support
“For purposes of employment standards, this classification is
“Non-Exempt” from overtime provisions of the fair Labor Standards Act.”
“
MPHI is an EEO/AA Employer that participates with e-verify.”
MPHI works with you to promote health for everyone. Together, we will build
a world where tomorrow is healthier than today!
MPHI is an EEO/AA employer that participates with e-verify.
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