Charleston, WV

Support Jobs in Charleston, WV

2 jobs found

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5d ago

Help Desk Analyst 1 - (PATH IE)

West Virginia Department of Human Services Charleston, WV

Charleston, WV

5d ago

$36k - $62k/yr Full time Application Support Computer Skills Customer Service

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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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11d ago

Help Desk Analyst 1

West Virginia Charleston, WV

Charleston, WV

11d ago

$36k - $62k/yr Full time Application Support End User Support Help Desk Support

Apply Now

Job Description

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

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Support Jobs in Charleston, WV

Help Desk Analyst 1 - (PATH IE)

Help Desk Analyst 1

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