Job Description :

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 2 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 

·     Experience with Office 365 

·     Experience with Device Management, Device Imaging, Device Troubleshooting 

 

SKILLS:

Type

 

Category

 

Qualification

 

Description

 

Competency

 

Required

   

Skills

 

Architecture

 

DOS

 

 

 

Proficient (4-6 Years)

 

 

No

 

Skills

 

Networking

 

DNS

 

 

 

Novice (1-3 Years)

 

 

No

 

Skills

 

Operating Systems

 

Windows 10

 

 

 

Proficient (4-6 Years)

 

 

No

 

Skills

 

Others

 

Help Desk

 

 

 

Proficient (4-6 Years)

 

 

Yes

 

Skills

 

Others

 

Active Directory

 

 

 

Proficient (4-6 Years)

 

 

Yes

 

Skills

 

Others

 

Office 365

 

OneDrive, SharePoint, Outlook, Word, Excel, PowerPoint

 

Proficient (4-6 Years)

 

 

Yes

 

Skills

 

Others

 

Communication skills both verbal and written

 

 

 

Proficient (4-6 Years)

 

 

No

 

Skills

 

Others

 

Learning ability

 

 

 

Proficient (4-6 Years)

 

 

No

 

Skills

 

Others

 

Teamwork

 

 

 

Proficient (4-6 Years)

 

 

No

 

Skills

 

Tools

 

Microsoft Office

 

 

 

Proficient (4-6 Years)

 

 

No

 
             

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