Help Desk Analyst 1 (PATH Systems)

Nature of Work

The Office of Management Information Services is seeking a knowledgeable and detail-oriented Help Desk Analyst to serve as a statewide contact for program content and functional use of the People's Access To Help Integrated Eligibility (PATH IE) system. This role acts as a liaison between end users and technical teams, ensuring effective communication and resolution of system-related concerns.

Key Responsibilities:

• Serve as a statewide 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 functional use of the PATH IE system to support users effectively. Test new applications and updated versions of existing software to ensure functionality and user compatibility.
• Provide input on system improvements, troubleshooting issues, and ensuring optimal system performance.
• Deliver training and support to users, ensuring they have the necessary knowledge to utilize the PATH IE system efficiently. Collaborate with stakeholders to analyze system needs and implement enhancements.

Ideal Candidate:

• 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.

This position requires access to highly confidential data (PHI/PII). Candidates must be able to satisfy rigorous security screening requirements, including an extensive background investigation and fingerprint-based criminal history check, to ensure compliance with data protection standards.

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.

Benefits:

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

Education:

• High school or equivalent (Required)

Experience:

• Related: 3 years (Preferred)

Ability to Commute:

• Kanawha County, WV (Required)

Work Location: In person