Help Desk Analyst

DOH - Help Desk Analyst - HDA3 A4 SC3 - Exception (718975) - Onsite( Harrisburg, PA)

[Harrisburg, PA, 17111] |   2023-10-18 09:46:20

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Job Code : PA004

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Job: DOH - Help Desk Analyst - HDA3 A4 SC3 - Exception (718975) 

Location: Harrisburg PA 17110.  

Client: State of PA 

ISSUING OFFICE 

This request is issued from the Health and Human Service Delivery Center within the Commonwealth of Pennsylvania’s Office of Administration, Office of Information Technology. 

BACKGROUND/PROBLEM STATEMENT 

Pennsylvania WIC is a highly visible program within the Department of Health that provides nutrition education, health-related services, and infant formula and food supplement to eligible Commonwealth citizens.  Ongoing maintenance and support of the suite of applications used within the WIC program requires a technical team with a variety of disciplines and experience in older and newer technologies.  The assigned Commonwealth staff are supplemented by contracted technical resources to provide sufficient levels of customer and technical support for the Bureau of WIC and various business partners to sustain program services. 

OVERSITE/CONTRACTOR MONITORING 

The Human Service IT Delivery Center (HHSDC), Division of Solutions Management will oversee the work assignment. 

INCURRING COSTS 

The PA Department of Health (DOH) and HHSDC are not responsible for any costs or expenses incurred by the contractor that are not specified in the engagement. 

RESOURCES   

The contractor will be permitted to telework from home; however, office space for the contractor will be provided at 2525 North Seventh Street, Harrisburg PA 17110.  In addition, the contractor will be supplied with all necessary hardware, software, network connection, phone, and fax for daily use as needed to complete assigned work items. 

CONTRACTOR REQUIREMENTS 

1.            Points of Contact 

2.            Criminal History Background Check 

3.            Security Access 

OBJECTIVES OF ENGAGEMENT 

The primary objective of this engagement is business analysis and level one and two support of systems and processes critical to providing WIC program services. 

-              Conduct daily systems monitoring and analysis to maximize effectiveness and troubleshoot problems. 

-              Confer with various technical teams and customer representatives to ensure solutions conform to customer and technical support specifications. 

-              Create and maintain technical process and system documentation as needed. 

-              Ensure deliverable compliance with all Commonwealth, HHSDC, and USDA FNS standards and procedures. 

-              Participate in various business and technical sessions and meetings. 

-              Maintain technical skills and knowledge required to support WIC systems. 

-              Complete weekly timesheet reporting in Vector VMS by COB Friday. 

-              Provide status reporting conforming to intervals and standards mandated by the Applications Developer Administrator. 

OPERATIONAL REQUIREMENTS 

The selected contractor must be familiar with the WIC program and a variety of the IT technologies and methodologies. They will have proven experience in support, testing, and experience with a variety of old and new Microsoft software technologies. They will work with the Bureau of WIC, WIC technical support and a variety of other Health & Human Services Delivery Center teams to define needs, analyze problems, recommend solutions, and provide the level of support required to maintain consistent, quality level service.  

This position is responsible for performing all roles/duties defined in the standard Help Desk Analyst (HDA3 A4 SC3) Job description. 

In addition, specific work items for the contractor are: 

-              Provide ongoing level one and two support for PENN and other WIC systems, including system error monitoring and resolution. 

-              Create and execute unit tests for software development efforts associated with new and existing Pennsylvania WIC systems. 

-              Create and maintain system help documentation to support ongoing goals related to user self-service and system training initiatives. 

-              Support the WIC ADA in ongoing planning and support activities related to upcoming WIC system releases. 

-              Participate in business and system knowledge transfer sessions related to EBT and the PENN system. 

-              Create documentation that will become part of the WIC Support knowledge center for onboarding support staff. 

-              Utilize Azure DevOps for SDLC reporting and workflow. 

CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS 

This position requires a high degree of business and technical knowledge, skill, leadership, dedication, and ability to take initiative. Ability to ramp up quickly and perform independently is essential. Familiarity and experience with the WIC program is highly desired. 

TIMEFRAMES 

The agreement between the HHSDC and the contractor will be from December 11, 2023 through June 30, 2024. 

INVOICING 

Address for all invoices should be as listed on Purchase Order. 

Customer and technical support of business-critical applications 

Required 

5 

Years 

Quality assurance testing and documentation 

Required 

3 

Years 

Federal, State, or Local government experience 

Highly desired 

Bachelor's degree with major in a relevant field 

Highly desired