1 W Wilson St
Job Category: Infrastructure & Helpdesk
Job Number: 542485
Is job remote?: Yes
Country: United States
This position works under general supervision and is responsible for providing agency end user support (technical assistance) for various applications as a member of the SOS Help Desk, which takes calls and responds to emails from local agencies and is responsible for analyzing and solving system problems, testing system changes and maintaining documentation for the systems that are supported.
This position is responsible for providing technical support for a variety of programs and systems, testing system changes, assisting in developing end-user training documentation, assisting with ad-hoc reporting instruction materials, and guiding callers through complex system use steps. This position regularly evaluates reference materials to assure proper implementation and maintenance of the information systems in local human service agencies throughout the client's user base. This position provides the support for all the systems described above, which are critical to the day-to-day administration of our programs. This position assists program area staff with technical requirement documentation and review. It also performs testing during the development phases, assists in the production roll out of the new systems and applications that support various areas within the Division, including the process changes they introduce to the users. This position acts as a delegated security officer for many of the systems supported and processes provider number requests to assist local agencies to report their service providers using PPS. Since these systems are used to support LTC, DCTS and other DMS functions, this help desk support, training, and problem-solving role is critical to the accuracy and completeness of data on these programs and its use for program management. LTC program stakeholders rely on the SOS Help Desk to help them to complete their day-to-day activities to administer DMS programs.
- 8–10 years of experience (4 years of education can count towards years of experience)
- Knowledge of XML
- Needs to have strong technical writing skills to develop and update system documentation and step-by-step instructions to resolve a variety of technical issues. Ability to communicate complex or technical information to non-technical audiences is a must.
- Relies on a high level of technical expertise and broad knowledge of hardware, software, and programming and judgment to plan and accomplish goals - while independently performing a variety of complicated tasks, a wide degree of creativity and latitude is expected
Nice to Haves:
- Knowledge of SQL would be applicable, but not required as the position does not have to develop a system or queries
- Knowledge of business intelligence tools is similar, helpful but not required
- Experience analyzing, maintaining, and supporting IT and information systems related to government programs, preferably with health care systems