Help Desk Analyst

STATE OF CONNECTICUT

DEPARTMENT OF CHILDREN AND FAMILIES

STATEMENT OF WORK FOR CCWIS PROGRAM

Help Desk Technician

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(x) New Task () Renewal ( ) Fixed Price (X) On Site Support ( ) Remote Support

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• REQUIRED AGENCY:
  
  

Department of Children and Families

DCF IS Division

505 Hudson Street

Hartford, CT 06106

• PROJECT/SYSTEM/PROGRAM OVERVIEW
  
  

The Department of Children and Families depends on the core, mission-critical applications, LINK and IV-E, Connecticut’s Federally-reimbursed SACWIS (Statewide Automated Child Welfare Information System). Implemented in 1996, available on every desktop, and used by over 2,000 social workers and case managers, the application has been enhanced and modified continually to meet data capture and process functionality requirements driven by good child welfare case practice as well as State and Federal legislation and statute. Additionally, LINK continues to experience change chiefly in compliance with the 1991 Juan F. Consent Decree as well as the agency’s ongoing goal of improving the safety, permanency and well-being of children in care. The agency is currently committed to developing the next generation Comprehensive Child Welfare information system (CCWIS) and has invested significant resources to ensure that Connecticut has efficient, economic and effective tools to aid our Child Welfare Staff, Providers and the children and families of CT.

Concurrently, the agency implemented a multi-faceted, agency-wide outcome measure improvement plan that specifically addresses each of the twenty-two (22) outcomes targeted for improvement driven by the original Consent Decree. A number of initiatives that comprise this improvement plan require the support of information technology.

DCF Information Systems provides technology expertise and services as well as an information systems infrastructure to the agency and its roughly 3,300 employees. DCF Information Systems strives to improve continually improving technology services that are cost-effective and of the highest effectiveness and quality.

• SCOPE OF WORK
  
  

The agency needs to engage the service of a Help Desk Technician consultant position. The candidate will provide telephone and remote control support for level one computer issues and participate in the processing and maintenance of DCF User Administration forms. A primary focus of this candidate will be receiving forms for agency staff, verifying completeness, making necessary changes to system administration and proper retention of the forms. Attention to detail and ability to follow protocols is essential. Communication with agency supervisors and other agencies is required.

POSITION ROLE AND DELIVERABLES

We currently need a Help Desk Technician to provide level one technical support and to process agency user forms for user moves, adds and changes. The home location will be the central office in Hartford. Attention to detail and maintaining a customer focus is essential. The Technician will need to provide responsive support to agency end users and escalate as necessary. The incumbent will need to be able to review forms for completeness and assist customers with properly completing the forms. They will follow agency procedures for creating and modifying user accounts on various agency systems. Some interaction with other state agencies will be required to complete the required processing.

Required Skills And Experience

In addition, the agency

requires:

A minimum of one (1) year of prior experience demonstrating the following knowledge

and skills:

• PC Hardware and software installation
• End user support - face to face and via telephone
• Excellent customer service skills
  
  

It’s highly desirable that the candidate also have:

• Experience with computer system and user administration.
• Technical familiarity with Microsoft Active Directory.
• Experience with Windows 10,11
• Experience with Office 365
• Experience with Device Management, Device Imaging, Device Troubleshooting
• ADMINISTRATIVE CONSIDERATIONS
  
  

WORK SCHEDULE: Full-Time 40hrs - Monday - Friday, 8 AM - 5 PM

STATE RESOURCES AND OVERSIGHT: DCF IS Management

SECURITY/PRIVACY CONSIDERATIONS: Comply with Vendor Qualification, DCF Child Protection Background Check, FBI Fingerprint Background Check and DCF Non-disclosure Agreement

GENERAL/MISCELLANEOUS: Candidates must a US Citizen or Permanent Resident.