Help Desk Analyst

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.

• 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.

• 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 Service Now or similar ticketing systems to manage incident life cycles, 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.

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.