Analysis Skills, Background Investigation, Call Volume, Child Protection/Welfare, Child Support, Cloud Computing, Communication Skills, Computer Programming, Computer Science, Computer Skills, Customer Relations, Customer Service Systems, Customer Support/Service, Database Administration, Detail Oriented, Documentation, Functional Programming Languages, Help Desk, High School Diploma, Identify Issues, Information/Data Security (InfoSec), Maintain Compliance, Maintenance Services, Microsoft Internet Explorer Browser, Needs Assessment, Office Management, Product Support, Record Keeping, ServiceNow, Software Administration, Software Testing, Systems Administration/Management, Systems Analysis, Training/Teaching
Help Desk Analyst 1
Salary
$35,702.00 - $61,628.00 Annually
Location
Kanawha County, WV
Job Type
Full-Time Permanent
Job Number
MIS260601 PSA
Department
OSA - MANAGEMENT INFORMATION SERVICES
Opening Date
06/26/2026
Closing Date
7/12/2026 11:59 PM Eastern
LOCATION OF VACANCY
KANAWHA
Civil Service Type:
Classified - This Position is Covered Under the DOP Merit System.
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 Peoples 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.
Click The APPLY Link To Apply Online.
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.
State employment offers a variety of benefits. Click HERE to visit the Division of Personnels Benefits Page.
Employer West Virginia
Address 1900 Kanawha Blvd. East
Building 3 Suite 500
Charleston, West Virginia, 25305
Phone (304) 558-3950
Website http://personnel.wv.gov