Help Desk Analyst 1

The Help Desk Analyst 1 role supports the PATH IE system across the state, serving as the statewide contact for guidance on PATH FA, PATH CS, and PATH CW components. The position provides frontline user support, training, and acts as a liaison between end users and technical teams. This onsite role is based in Charleston, West Virginia, with a salary range of USD 35,702 - 61,628 per yearly.

Responsibilities

• Act as the statewide primary contact for guidance on the PATH IE system and its PATH FA, PATH CS, and PATH CW components.
• Function as the liaison between end users and technical staff, including programmers and database administrators.
• Support program content and the functional use of PATH IE to assist users effectively.
• Test new applications and updated software versions to verify functionality and user compatibility.
• Contribute to system improvements, troubleshoot issues, and help maintain optimal system performance.
• Deliver training and ongoing support to users to ensure proficient PATH IE usage.
• Collaborate with stakeholders to assess system needs and implement enhancements.

Requirements

• Working knowledge of PATH FA, PATH CS, and PATH CC/CW systems.
• Experience in user support, system troubleshooting, or software testing.
• Strong communication skills to effectively interact with end users and technical teams.
• Ability to analyze system functionality and identify areas for improvement.
• Proven experience navigating ServiceNow or similar ticketing systems to manage incident lifecycles, service requests, and documentation.
• Proficiency in softphone interfaces and cloud-based communication platforms; ability to manage high-volume call queues while maintaining digital records.

Technologies

• PATH IE system
• PATH Family Assistance (FA)
• PATH Child Support (CS)
• PATH Child Welfare (CW)
• PATH CC/CW
• ServiceNow
• Softphone interfaces
• Cloud-based communication platforms