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Title: WIC Help Desk Analyst
Location: Remote
Length: Long term
Restriction: W2 or C2C

Description:

*** Very long term project Long term usually goes for 3+ years***Webcam interview***Remote but must pick up laptop at Harrisburg PA and visit onsite if needed; mileage will be paid for onsite visits*** 37.5 hours per week ***

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 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.

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.

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.

Required Skills:

Customer and technical support of business critical applications 5 Years
Quality assurance testing and documentation 3 Years

Highly Desired Skills:

Federal, State, or Local government experience
Bachelors degree with major in a relevant field