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West Virginia Department of Human Services

Help Desk Analyst 1 - (PATH IE)

West Virginia Department of Human Services
Charleston, WV $36k - $62k/yr Full time Posted 12d ago
Application Support Computer Skills Customer Service Customer Support End User Support Help Desk Support Incident Management Information Technology (IT) IT Services ITSM Phone Support ServiceNow Servicenow Technical Support
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Job Description

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?

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