Senior Help Desk Coordinator

Hybrid Position: Location Atlanta Georgia

Clearance: None

US Citizenship Required

Position: Senior Help Desk Coordinator

Experience: 5+ years preferably in the federal or public health industry.

Certification in the industry: A major plus - CompTIA A+, CompTIA Network+, CompTIA Security+

Education: Bachelor's preferred

The objective of this project is to collect and provide users with more information and to facilitate research for medical professionals and individual researchers through a web portal. This project is in the need to IT personnel to ensure the Portal and all its elements are secure and accessible to all major web browsers (e.g. Chrome, Safari, Firefox, Explorer) and adaptable to future applications such as Apple IOS and Google Android including but not limited to updating the portal as content is subject to change.

Responsibilities

Provides first level support to patients, the public (researchers, clinicians, physicians, family members, and friends) and other FTE staff members. Responds to customer (patients and Public) issues/requests via phone and email.

Research, identify and troubleshoot username, password, login, status account, visibility, surveys, technical and web browser issues.

Escalates issues of concern to management, 2nd-level, and third level support, Communicate resolutions to users in a timely manner.

Provides guidance and training to end-users (patients, caregivers, researchers) on how to navigate through the website, creating accounts, passwords, taking surveys, and usernames.

Assists patients and the public with registration into the Portal.

Update user account information and status in the portal.

Activate and deactivate user accounts upon request.

Reset user passwords and answer general questions and inquiries about the portal, clinical studies, and surveys.

Communicates and enforces security policies.

Creates, edits, and updates internal users in database and assign permissions/privileges.

Creates test scripts. Performs Functional and Regression testing.

Documents defects and enhancement request in defect tracking tool. Interface with developers and DBA‘s to identify and resolve technical, data, and database issues.

Works with development team to understand new functionality and support rollout to internal and external users.

Works with Health Scientist, MD’s, statisticians, and Epidemiologist to provide outreach to patients for clinical studies and Biorepository pilot programs.

Tracks the names and number of clinical studies and the number of participants in excel spreadsheet.

Gathers and documents requirements for the Dashboard, Data, admin portal and website.

Performs peer review of Business requirements involving additions of new surveys.

Generates monthly data reports for Public Health Advisor detailing the number of new enrollees into the database from each state.

Creates and maintains clinical database, i.e ongoing clinical studies, contact name, and information.

Tracks customer issues via excel spreadsheet, mail out registry materials to requestors, provide project tasks and timelines via power point for client, and assist Health Scientist with identifying duplicate and test accounts.

Schedules meetings via outlook, create agendas for weekly meetings, and create minutes for weekly meetings.

Tracks number of materials requested and on hand.

Coordinates and participates in special projects.

Ensures all agency security and budgetary requirements/requests are addressed within specified timelines.

Minimum Requirements:

Skills/Qualifications:

Strong knowledge of PC-based applications

browsers, and utilities

Basic troubleshooting skills

Windows XP Full browser suite support (IE, Chrome, Firefox, and Safari)

Microsoft Office Suite support

SharePoint experience.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.