The help desk specialist II typically requires all the skills of the help desk specialist I but includes the ability to respond to more complex requests, e.g., using the IIS for ordering and management of public and private vaccine inventory, including resolving vaccine lot decrementing issues. The person fulfilling this role is responsible for providing increasingly complex technical assistance and support to internal and external IIS users and partners, including staff of immunization providers, schools, childcare facilities and health plans as well as the public. This role may also be responsible for maintaining codeset or base table configurations in the IIS, such as modifying forecaster algorithms, maintaining and updating IIS administration settings, and adding newly assigned vaccine codes such as CVX, CPT and NDC.

This role usually reports to the IIS manager and may be the first contact external partners have with an IIS or immunization program. The help desk specialist II exercises considerable independent judgment in carrying out responsibilities within a highly collaborative IIS and immunization program environment. The person in this role may have lead status or be tasked with supervising the help desk I team. Decision-making requires knowledge of applicable laws, policies, and available data and resources.

See the full help desk specialist II role description.