Help Desk Support/Trainer

  • Location: Harrisburg, PA
  • Type: Contract
  • Job #32744

Help Desk Support/Trainer

  • This position is primarily remote. However, candidates may be required to report on site in Harrisburg, PA on occasion. As such, local candidates only, please.

Job Description:

  • The client’s Immunization Registry has transitioned to a new Immunization Information System and has an emergent need for an individual to provide help-desk support and train end users. 
  • This contractor will be responsible for answering questions from end users regarding the use of the Pennsylvania Immunization Electronic Registry System (PIERS) both by phone and via email. In addition, this contractor will be responsible for training new and existing end users both in-person and through live on-line trainings. This contractor will assist in creating and updating training materials.
  • The primary objective of this engagement is to provide help desk support to end users of the Pennsylvania Immunization Electronic Registry System (PIERS) across the Commonwealth, as well as developing training tools. This individual will also provide education and training to internal Commonwealth PIERS users as well as update the PIERS website with new and updated materials. The contractor will work directly with the registry supervisor, manager, registry specialists, and other contracted staff during this assignment.


  • Provide PIERS help desk support by responding to inquiries via phone and email
  • Provide initial and ongoing training to PIERS end-users in-person and on-line
  • Provide initial and ongoing training to immunization program staff
  • Serve as a liaison and contact for onboarding provider clinics
  • Develop training tools and guides for all PIERS end users
  • Update training materials and presentations as new IIS functionality is implemented or modified
  • Identify PIERS website needs and create content to address them
  • Post updated PIERS training materials and links to website as necessary
  • Respond to end user inquiries regarding training and onboarding
  • Conduct post-training outreach to end users to provide them with needed materials and to facilitate a seamless transition to PIERS
  • Conduct post-training surveys
  • Consistently treat end users, stakeholders, and co-workers with dignity and respect
  • Create and maintain a work environment that is welcoming and respectful of diversity
  • Assist with other related tasks and duties as necessary
  • Travel to in-person trainings as necessary
  • Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday.
  • Provide weekly personal status reporting by COB Friday submitted on SharePoint.
  • Schedule project status meetings with both the Division Director and bureau leadership as required. 

Required Skills/Experience:

  • Help desk support and diagnose end user issues Required 5 Years
  • Design, plan, and present trainings on complex technical material to a wide variety of audiences Required 5 Years
  • Experience developing and writing effective training and promotional materials Required 5 Years
  • Distance training methods including conference call and webinar tools Required 5 Years
  • Proficiency in Microsoft Office Suite, including Access, Excel, Power Point and Word Required
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