IT Analyst

Roles / Responsibilities :

Deliverables :

• Help Desk and End-User Support : The IT Consultant shall provide Tier 1 and Tier 2 support to State staff for OIG-HSR IT tools used for the ARS and WCRIS systems. SOW Section 8.1 Current Inventory and Environment describes the OIG HSR's equipment and services for which this support will be needed. These services may include but not be limited to troubleshooting desktops, laptops, mobile devices, peripheral equipment, and other OIG-HSR IT resources, diagnosing and resolving software, hardware, and network connectivity issues, supporting access to State systems and enterprise applications, and assisting users with VPN or remote access. Issues that cannot be resolved at the consultant level shall be escalated to the appropriate State staff or contractor. IT goods and services for which Help Desk and End-User support will be provided are described below in the section OIG-HSR To ensure accountability and transparency, the IT Consultant shall deliver monthly summaries of incidents and service requests, as well as monthly updates to the State's knowledge base of frequently asked questions and support procedures.

Deliverables include :

Incident / Service Request Logs (monthly summary of tickets opened, resolved, pending)

User Support Knowledge Base Updates (monthly, updated FAQs and SOPs)

1. Identifying information security requirements applicable to the OIG-HSR's ARS and WCRIS systems;

2. Developing policies and procedures for complying with those requirements.

3. Training OIG-HSR staff on the information security policies and procedures.

4. Monitoring and reporting to OIG-HSR leadership regarding compliance with information security policies and procedures

5. Maintaining documentation demonstrating continuous compliance with requirements

6. Timely developing and submitting required information technology reports to CDT and other oversight entities.

7. Applying security patches, ensuring antivirus and endpoint protection measures are operational.

8. Promptly reporting any identified security incidents in accordance with policy and procedure and supporting mitigation and resolution activities.

Deliverables include :

Deliverables include :

Deliverables include :

Completed and upcoming activities

Status of IT Consultant tasks

Status of outstanding incident / service request

Other items as requested by the Project DirectorThe Contractor will deliver these oral reports to the OIG-HSR Project Director.

Attend OIG-HSR staff and management meetings to provide updates on the Projects as directed by the Project Director.

Mandatory Skills :

1. Key personnel must have a minimum of five (5) years of experience applying analytical processes on IT projects. At least three (3) years of that experience must have been in systems analysis and design.

2. Key personnel must have a minimum of three (3) years of recent, full-time experience providing IT support services (help desk, desktop, or end-user support) within the last ten (10) years. Key personnel's experience must include troubleshooting and resolving hardware, software, and network connectivity issues in a business or government environment.

3. Key personnel must have working knowledge of state of California information security requirements, including SIMM 5300.

4. Key personnel must have a minimum of one (1) year experience supporting California state agencies or departments in developing and implementing information security policies and procedures.

5. Key personnel must have a CompTIA A+, Network+, Security+, or ITIL certification. A copy of certification must be provided with the offer. The certificate must be active and not expired by the time of offer submission and certification must be maintained during the contract term. Equivalent certifications may be accepted at the State's discretion.

6. Key personnel must possess a bachelor's degree. Additional qualifying project management experience may be substituted for the required education on a year-for-year basis, up to four (4) years.

Desirable Skills :