IT Analyst

Roles/Responsibilities:

Deliverables:

1. Help Desk and End-User Support: The IT Consultant shall provide Tier 1 and Tier 2 support to State staff for OIG-HSR IT tools used for the ARS and WCRIS systems. SOW Section 8.1 Current Inventory and Environment describes the OIG HSRs equipment and services for which this support will be needed. These services may include but not be limited to troubleshooting desktops laptops mobile devices peripheral equipment and other OIG-HSR IT resources diagnosing and resolving software hardware and network connectivity issues supporting access to State systems and enterprise applications and assisting users with VPN or remote access. Issues that cannot be resolved at the consultant level shall be escalated to the appropriate State staff or contractor. IT goods and services for which Help Desk and End-User support will be provided are described below in the section OIG-HSR To ensure accountability and transparency the IT Consultant shall deliver monthly summaries of incidents and service requests as well as monthly updates to the States knowledge base of frequently asked questions and support procedures.

Deliverables include:

Incident/Service Request Logs (monthly summary of tickets opened resolved pending)

User Support Knowledge Base Updates (monthly updated FAQs and SOPs)

1. Security and Compliance Support: The IT Consultant shall support the OIG-HSRs development and implementation of information security policies and procedures by:

1. Identifying information security requirements applicable to the OIG-HSRs ARS and WCRIS systems;

2. Developing policies and procedures for complying with those requirements.

3. Training OIG-HSR staff on the information security policies and procedures.

4. Monitoring and reporting to OIG-HSR leadership regarding compliance with information security policies and procedures

5. Maintaining documentation demonstrating continuous compliance with requirements

6. Timely developing and submitting required information technology reports to CDT and other oversight entities.

7. Applying security patches ensuring antivirus and endpoint protection measures are operational.

8. Promptly reporting any identified security incidents in accordance with policy and procedure and supporting mitigation and resolution activities.

Deliverables include:

• System Security Plan identifying needed information security policies and procedures and a schedule for developing each.
• Information Security Policies and Procedures
• Patch & Update Compliance Report (quarterly)
• Security Incident Log & Response Report (as needed)

1. Asset and Inventory Management: The IT Consultant shall assist the State in managing IT equipment and software assets by creating and maintaining accurate inventory records of desktops laptops mobile devices printers and other technology. The IT Consultant shall support refresh cycles by preparing and deploying new hardware and software while ensuring retired equipment is properly tracked and removed from the active inventory. Deliverables shall include an annual IT asset inventory report along with deployment checklists and acceptance forms for each refresh or rollout.

Deliverables include:

• IT Asset Inventory
• IT Asset Inventory Report (annual reconciled against OIGHSR records)
• Deployment Checklist/Acceptance Form for all new hardware/ software rollouts

1. Documentation and Knowledge Transfer: The IT Consultant shall capture recurring technical issues resolutions and procedures in order to enhance organizational addition the IT Consultant shall deliver training sessions for State staff on new technologies processes or common issues relevant to the ARS and WCRIS systems to strengthen internal capabilities. Documentation shall include updated standard operating procedures reviewed biannually and a comprehensive knowledge transfer package at the conclusion of the engagement to ensure continuity of operations.
2. Project Participation and Reporting: The IT Consultant shall actively participate in the OIG-HSRs ARS & WCRIS IT Projects. This includes preparing status updates pertaining to assigned project implementation roles attending meetings and coordinating with the PM Consultant CDT or OIG-HSR staff as needed. This also includes managing maintenance and operations for the two projects and adhering to implementing and updating the Maintenance and Operations Transition Management Plan.

Deliverables include:

• Reports as directed by OIG-HSR
• Updates as needed to the Maintenance and Operations
• Transition Management Plan

1. Additional IT Support as Needed: The IT Consultant shall provide additional IT support to the OIG-HSR as requested. This support may include identifying evaluating procuring implementing and maintaining IT goods and services needed to support the ARS and WCRIS systems and providing IT subject matter expertise to support audit and investigative teams.
2. Regular Status Reports: Present and deliver written and verbal weekly reports that include an overview of:

Completed and upcoming activities

Status of IT Consultant tasks

Status of outstanding incident/service request

Other items as requested by the Project DirectorThe Contractor will deliver these oral reports to the OIG-HSR Project Director.

Attend OIG-HSR staff and management meetings to provide updates on the Projects as directed by the Project Director.

Mandatory Skills:

1. Key personnel must have a minimum of five (5) years of experience applying analytical processes on IT projects. At least three (3) years of that experience must have been in systems analysis and design.

2. Key personnel must have a minimum of three (3) years of recent full-time experience providing IT support services (help desk desktop or end-user support) within the last ten (10) years. Key personnels experience must include troubleshooting and resolving hardware software and network connectivity issues in a business or government environment.

3. Key personnel must have working knowledge of state of California information security requirements including SIMM 5300.

4. Key personnel must have a minimum of one (1) year experience supporting California state agencies or departments in developing and implementing information security policies and procedures.

5. Key personnel must have a CompTIA A Network Security or ITIL certification. A copy of certification must be provided with the offer. The certificate must be active and not expired by the time of offer submission and certification must be maintained during the contract term. Equivalent certifications may be accepted at the States discretion.

6. Key personnel must possess a bachelors degree. Additional qualifying project management experience may be substituted for the required education on a year-for-year basis up to four (4) years.

Desirable Skills:

1. More than one (1) year experience supporting California state agencies or departments in developing and implementing information security policies and procedures.
2. Experience applying analytical and technical skills to assist in implementing business solutions including some or all of the following tasks:

1. Documenting an organizations current business process flows
2. Identifying and documenting functional requirements for information systems
3. Working with a product manager to define a product approach to meet user needs
4. Designing coding and testing functional components of information systems according to
5. project specifications
6. Developing project documentation and user training materials according to program specifications
7. Conducting user training sessions