IowaGrants Help Desk Technician

Job Description

This position serves as the primary contact for all IDPH customer inquiries (internal and external customers: there are approximately 280 internal users, and 22,000 state-wide registered users), as well as the coordinator of all activities related to the IowaGrants.gov electronic grants management system that is utilized for IDPH’s service procurement and contracting processes. IDPH has approximately 1500 service contracts (among over 500 contractor organizations) and conducts and posts over 100 funding opportunity processes (RFP, RFA, Application guidance, sole source contracts, and governmental contracts) annually.

This position designs database forms per customer needs and in consultation with the program staff (internal customers) and the Office of Contract Services Contract Compliance Officer. Forms creation includes but is not limited to: application forms development such as work plans and other program specific forms (to comply with the competitive selection document requirements), forms to appropriately capture information in the grant site components such as, status/progress, site visit, claim support, budgets, and other components (to comply with contractual and reporting and monitoring requirements), and reviewer and score tools creation (to comply with the competitive selection process). Budget forms are created by the Dulles Contractor staff, but will be coordinated by this position, and this position will provide accurate consultation regarding database relational functions to IDPH customers in the development of forms and components. Maintains database forms organization.

This position must understand the background and linkage related to the database and appropriately creates forms in the accurate functional area. Facilitates the testing with internal customers and provides guidance and fixes subsequent to testing results, at times requiring this position to do testing as well.

This position will coordinate the internal IowaGrants database aspects of the entire IDPH service contracting lifecycle starting from competitive selection application process set up (funding opportunity), selection of awardees processes, through the grant (contract) site set up, contract management, monitoring, claim reimbursement, close-out, and archiving. This work must be inclusive of IDPH program-level requirements, IowaGrants.gov protocols, and in consultation with the Contract Compliance Officers to ensure compliance with and maintaining the integrity of IDPH’s service procurement and contracting processes. This requires a set up of IDPH’s competitive selection Funding Opportunity and attaching the appropriate database forms. Resolves system-related issues throughout the process, or refers to the appropriate person. Manages the process for release of submitted applications for review, including setting up reviewers, verifying appropriate reviewer documents are submitted prior to releasing reviews, assigning applications to the appropriate reviewers, and assigning accurate review and score tools. In consultation with internal customers and the Contract Compliance Officer, releases application negotiations, and prepares contract/grant sites for finalization. Creates functional and accurate Grant site(s) containing the standard and program specific forms and components.Assists with the claims processes, including integration with the state’s financial system. Prompts and provides oversight to all internal staff for contract/grant site close out and archiving.

Coordinates the implementation of the data reporting component of the system. Assists internal customers with running standard data reports. Facilitates the development of complex ad-hoc reports by coordinating the request with the IowaGrants Contractor and the internal customer. Provides technical assistance, testing, and training for the reports. Tracks, monitors, and reports various financial status’, and performance and contract compliance requests to ensure compliance with federal mandates and state expectations.

This position is the first point of contact for all internal and external customers using the IowaGrants.gov system for IDPH purposes. Provides accurate, comprehensive and professional technical support for system/user concerns to internal and external customers. Coordinates and resolves issues in a friendly and timely manner (as soon as possible and no longer than within 24 hours) while maintaining the integrity and security of the system and the procurement and contracting process. Provides accurate consultation regarding database relational functions to department's Contract Compliance Officers in the development of request for complicated database applications (i.e. budget, claims, status reports, etc.) to the lowaGrants vendor. Independently investigate problem areas and assist in resolution of data processing problems; provides timely, satisfactory and accurate resolution of database issues. Coordinates resolution of highly complex service requests with the IowaGrants.gov contractor, Contract Compliance Officer and appropriate program staff. Proactively communicates potential issues, corrective measures undertaken and additional potential resolutions. Maintains the internal IDPH Users email group (adds and removes users regularly) and uses this group to provide system-wide notifications (outages, downtime, etc.) in a timely manner (within 1 hour of the known issue within regular work hours). Maintains the integrity and security of the state-wide IowaGrants.gov system. Facilitates user access to the database; and authorizes registrations for both internal and external users. Approves external user registrations, within the designated time frame, by verifying and matching submitted personal and organization information, authorizing and managing external customer requests for access to ensure accuracy within the single state-wide government registry. Coordinates internal customer registration with IowaGrants contractor. Determines and assigns appropriate access permissions and roles for internal customers, and external users and reviewers.

Accurately interprets IowaGrants System manuals and develops, maintains and updates reference materials and user training guides for IDPH process. Assist in the creation and delivery of focused training based on identified internal and external customer needs.

Identifies focus for potential quality improvement projects and communicates problem/issue, recommends possible action and team members as appropriate. Actively participates in the department's service contract quality improvement initiatives. Actively represents the IDPH in additional department and enterprise quality improvement initiatives, including participation in the IDPH Service Contract User Group and subcommittees and in the state-wide meetings related to the system. Co-chair the IDPH IowaGrants Networking meetings, held quarterly or as needed based on customer needs.

Establishes and administers a quality assurance program relative to the IowaGrants system at IDPH to ensure DPH procurement and contract practices are administered consistently and in compliance with state and department policy and standards and IowaGrants protocol. Identify a viable electronic option for collection and analysis of IowaGrants Helpdesk requests. This position will determine how and on what schedule reviews will occur, and will establish the template report for monitoring and review completion. QA reviews will be led by this position, but will determine other required staff involvement. This position will communicate QA results and facilitate meetings to identify action items and make assignments; and monitor actions to assess value and implement adjustments or action items as determined appropriate.

Manages and maintains the Bureau of Finance and Office of Contract Services SharePoint intranet site (Finance Hub) per direction of lead worker and supervisor. This includes updating information and the document repository for internal customer access (all contracting and bureau forms, documents, guidance, newsletters, committee minutes, etc.). Manages the implementation of the selected department-wide Helpdesk tracking system through the Information Management bureau for seamless access throughout the department.

Other duties as assigned including assignments made in an emergency or disaster as mutually agreed upon by employee and employer.

Applicant must pass a background check prior to employment.

Minimum Qualification Requirements

Graduation from an accredited college or university with a Bachelor's Degree and one year of full-time experience operating a multi-job computer; installing, operating and coordinating computer based networks; installing/maintaining database management systems; developing business application processes; developing/operating system programs; installing/maintaining personal computers, Local Area Networks and/or servers; managing operating systems; developing/delivering information management training; providing Information Technology (IT) customer service; or designing/administering Internet sites;

ORan equivalent combination of education and experience substituting the completion of an approved curriculum/specialized training program developed and implemented by or in cooperation with State Government; or eighteen semester hours of accredited college or university course work in one of the specialty areas listed above; or certification by an authorized educational institution/major computer or software producer in an area directly related to one of the specialty areas listed above, for the required education;ORan equivalent combination of education and experience substituting one year of the required full-time experience for each year (30 semester hours) of the required education;ORemployees with current continuous experience in the State Executive Branch that includes six months of full-time work as an Information Technology Specialist 2

For additional information, please click on this link to view the job description. (Download PDF reader)

Join Us!
Whether it's caring for those in need, making highways safer, or improving agriculture production, the work that we do matters to the people of Iowa.

We take our responsibilities and the public trust very seriously. We are committed to delivering the services that matter most to the people of Iowa. If you have the skills, the commitment and the desire to make a difference, then we invite you to explore the career opportunities available with the State of Iowa.

Career Choices
State government is one of the largest employers in Iowa, and also one of the most diverse. From state trooper to nurse to engineer, the state offers a wide variety of career opportunities.

Benefits
The state offers paid vacation, sick time and holidays, a defined benefit retirement plan, health, dental, vision, and long-term disability insurance along with flexible spending accounts. For more information, please visit the executive branch employee benefits website.

The State of Iowa is committed to providing an outstanding employment experience. Check out this Benefits Beyond the Paycheck brochure (Download PDF reader).