Help Desk Analyst 1 - (PATH IE)

The Help Desk Analyst 1 for PATH IE provides statewide guidance on the PATH IE system and serves as a liaison between end users and technical teams, delivering training and ongoing support to ensure effective use of PATH FA, PATH CS, and PATH CW modules.

Responsibilities

• Serve as a statewide point of contact for guidance on the PATH IE system, including PATH Family Assistance (FA), PATH Child Support (CS), and PATH Child Welfare (CW).
• Act as a liaison between end users and technical teams, including programmers and database administrators.
• Assist with program content and the functional use of PATH IE to support users effectively.
• Test new applications and updated software versions to ensure usability and compatibility.
• Provide input on system improvements, troubleshoot issues, and support optimal system performance.
• Deliver training and ongoing assistance to users, ensuring they can utilize PATH IE efficiently.
• Collaborate with stakeholders to analyze 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 with softphone interfaces and cloud-based communication platforms; able to manage high-volume call queues while maintaining digital records.

Technologies

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

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Minimum Qualifications

• Training: Graduation from a standard high school or the equivalent.
• Experience: Three years of full-time or equivalent part-time paid experience working with personal computers. Must have a working knowledge of at least two of the supported software products.
• Substitution: Twelve semester hours in computer science and one year of full-time or equivalent part-time paid experience working with personal computers and working knowledge of at least two of the supported software products may substitute for the required experience.

Education

• High school or equivalent (Required)

Experience

• Computer: 3 years (Preferred)

Job Types

• Full-time
• Temporary

Pay

$35,702.00 - $61,628.00 per year

Work Location

• Charleston, WV (onsite)
• In person

Application Question(s)

• This position is fully onsite. Are you willing to work full-time in an onsite setting?