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Specialist Senior Normal
Ref No.: 18-00676
Location: Albany, New York
Start Date: 06/21/2018
Department of Health

Is this a Project or Program specific request (e.g., Connections, SFS)?
Staff augmentation to support multiple programs

If yes, please list the Project or Program Name:
Division of Nutrition (DON) programs

Please provide a brief description of the project:
Maintenance of custom software applications that support nutritional programs including:

Special Supplemental Nutrition Program for Women, Infants and Children (WIC)
Commodity Supplemental Food Program (CSFP)

This position is necessary to maintain daily operational support as well as direct customer support and ticket management for legacy information systems supporting the above programs.

Please provide a full listing of the day to day tasks to be performed by the Consultant (be descriptive and specific):
Day-to-day tasks may include but are not limited to:
Provide direct customer support, over the phone and in response to help desk tickets
Investigate and resolve user issues, or assign tickets to other resolver groups as needed
Follow up with end users to confirm issue resolution
Maintain agency equipment inventory
Schedule, monitor, and troubleshoot operational jobs in CA Workload Control Center
Confirm job runs and send notifications to business staff
Distribute reports generated by operational jobs
Troubleshoot issues with Windows batches or VBScript files
May occasionally require off-hours availability, which may include off-site operational job monitoring or on-site Saturday phone support

Which Service Group is required?
Service Group 1

What is the number of staff being requested?
(maximum of 5)

Which Job Title Category is required?

Which Skill Level is required?

Which Skill Demand is required?

How many Candidate Response Forms are being requested per Contractor per position? (1 or 2)

When is the Target Start Date?
(30 Business Days minimum from date of request)

How long is the engagement? (in months)
12 months

When is the estimated completion date?

Is this a Full or Part-Time Position (Full time is considered 40 Hours Per Week)?
Full time

If Part-Time, enter approximate number of hours per week:

What are the daily work hours? (note if negotiable or list preferred start and end time):
Seeking two positions: one to work 7:00 – 3:30; the other to work 8:30 – 5:00. All work must be on site.

Where is the Home Base Region?
Region 1

Where is the work office located? Enter Building Name (if known) Full Street Address, City, and ZIP
Riverview Center
150 Broadway, Suite 650, Albany, NY 12204

What type of software is typically used by the Agency? (e.g., Agency is an "IBM shop.”)
PowerBuilder/Sybase shop

What type of hardware is typically used by the Agency? (e.g., Agency is a "Client shop.”)
Microsoft shop
Position Mandatory Qualifications
Job Title Category: Specialist
Experience in the usage and support of a collection of development platforms, technical architectures, or business applications and products that run on those platforms, beyond that of a Programmer
The Authorized User may seek Specialists in the following areas (list is not exhaustive):
Backup and Recovery

Skill Level: Senior (60-84 months)
Candidate is able to work without assistance and can provide leadership for others; may have advanced education
Requested Qualifications
60 months of experience providing direct customer support of computer systems, including phone support

60 months of experience using ticket tracking software in a help desk environment

60 months of experience troubleshooting user issues involving network connectivity

60 months of experience using Remote Desktop for problem resolution

36 months of experience scheduling, monitoring, and troubleshooting operational jobs

24 months of experience using CA Workload Control Center

24 months of experience creating or modifying Windows batch files

24 months of experience working with VBScript

Bachelor's Degree in an Information Technology related field, from an accredited institution.
Additional Information Requests:

Are there additional security requirements for the Authorized User?
If the contractor does not currently have a NYS driver's license or non-driver identification card, he/she will need to obtain an official photo at the Dept. of Motor Vehicles in order to apply for building and suite access cards.
Contractors are required to sign an acceptance form regarding the appropriate usage of State computers and non-disclosure of confidential information.

Will additional training possibly be required during the Engagement?

If Yes, provide description of anticipated training.
Contractors are required to attend mandatory workplace training. Examples of currently included courses are: Security Awareness, Preventing Sexual Harassment, Preventing Workplace Violence, etc.

What type, or manner, of Knowledge Transfer is requested during the engagement?
Prepare documentation and conduct formal/informal training sessions in order to effectively transfer knowledge in the areas needed for on-going support of DON programs.

Is travel anticipated during the Engagement?

If Yes, please list anticipated frequency and locations for travel: