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SYSTEMS Goals & Objectives, FY2027 | 38

B. Manage Help Desk operations. Provide Help Desk assistance to local program staff regarding daily operation procedures and support of computer systems. Provide immediate technical support and resolution of calls.

C. Monitor and maintain communication links between local programs and state office.

D. Provide technical and application support to local program and state office staff.

E. Prepare local program sites for installation, upgrade, replacement, maintenance, and movement of hardware and software as required for new and relocated sites.

F. Collaborate with other program units to improve utilization of video conferencing for WIC appointments.

G. Modify programs and systems documentation, as needed.

H. Maintain inventory of state WIC office and local program IT equipment and provide information to Fiscal unit.

I. Monitor overnight operations of the Eos production system.

J. Collaborate with EHS to implement new batch processing software and new production jobs, and to test disaster recovery procedures.

III. To maintain Eos and associated WIC computer systems in collaboration with other program units.

A. Collaborate with other program units on necessary changes to satisfy state or federal requirements.

B. Collaborate with other program units on updates and revisions to system tables, including food prescriptions, food categories and subcategories, income, zip code, and risk, as needed.

C. Support development and implementation of FIS’ IVR solution for participants to reset WIC Card passwords and access information about benefits and transactions by phone.

D. Collaborate with Operations vendor staff on any enhancements to VMS.

E. Collaborate with IT project teams and state office staff to upgrade the WIC reporting system to a cloud- based, modern database solution.

IV. To maintain and upgrade hardware and software at the state office, TLC, and local WIC programs.

A. Update local program computer equipment inventory at every visit and ensure that inventory for all equipment is not older than 2 years.