Information Systems Support Specialist

State of Delaware•Dover, DE

About The Position

This position provides technical support to end users of a statewide information system by managing and resolving service requests through a ticketing system. The role involves reviewing and supporting application updates, enhancements, and system corrections, troubleshooting and resolving system issues, and assisting with system security implementation. Responsibilities also include preparing reports and user documentation and serving as a liaison between users and technical teams. Duties also involve applying agency program rules, policies, and procedures and utilizing system design, structure, and capabilities to support automated program functions.

Requirements

Six months experience in information systems analysis and design.
Six months experience in conducting information systems needs and requirements analysis.
Six months experience in technical report writing.
Applicants must be legally authorized to work in the United States.
Upon a conditional offer, you must undergo pre-employment drug testing as part of the hiring process.
A satisfactory criminal background check is required as a condition of hire.

Responsibilities

Assists program managers in the computerization of agency information systems by identifying data/user needs, defining applications and making recommendations for new or enhanced automation of program information and computer system requirements, and providing information on data available from other states and the federal government.
Analyzes current automated and non-automated information systems design and performance and recommends new/modified or deleted computer applications to ensure computer systems are in consonance with the agency's informational needs, goals and objectives.
Coordinates with program managers and application support staff to troubleshoot and correct system errors and schedule system development, enhancement, testing and implementation; may oversee the work of contractors.
Develops design and programming specifications for automated information processing systems, may prepare requests for proposals and evaluate proposals; provides data requirements to application support staff throughout the design and programming phases of a project.
Plans for and coordinates testing of applications or tests computer applications by creating test data, analyzing the system's action and determining critical system performance to ensure applications meet user needs.
May assist as a team member in the establishment, implementation and monitoring of data processing standards for the agency.
Conducts user orientation and training for modified or new information system capabilities.
Designs and develops reports, forms, files, computer screens and other tools for maximum efficiency and optimum work flow and in accordance with agency requirements.
Maintains liaison with DTI, other state agencies, other states, vendors and the federal government in order to keep current on and provide input to standards and to plan for the development and maintenance of systems.
Prepares memos, reports and computer operating manuals for use by management and operational staff expressing computerized information systems using charts, matrices and graphs.
Responsible for the security of automated system information authority for assignment of user passwords.
Develops and maintains system documentation.