DOH - Help Desk Analyst - HDA3 A4 SC3 - Exception

Help Desk Analyst HDA3 A4 SC3

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 healthrelated 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 in order 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 selfservice 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.


Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceCustomer and technical support of businesscritical applicationsRequired5YearsQuality assurance testing and documentationRequired3YearsFederal State or Local government experienceHighly desired0Bachelors degree with major in a relevant fieldHighly desired0
Questions
No.QuestionQuestion1The vendor rate for this position is $$$. Do you accept this rateQuestion2This resource will be required to report onsite for specific projects and testing efforts. Does your candidate agree to this requirementQuestion3Where does your candidate currently reside