Transportation Help Desk Analyst - Kanawha County

Salary: $1,711.54 - $2,478.85 Biweekly Location : Room 720, WV Job Type: Full-Time Permanent Job Number: DOT25SP011B Division: West Virginia Department of Transportation District/Subdivision: Information Technology Division Opening Date: 09/30/2024 Closing Date: 12/31/2024 11:59 PM Eastern Nature of Work Position performs advanced level work, serving as the liaison between the user community and the technical staff by providing telephone support in resolving complex micro, mini, and mainframe computer hardware and software operations problems and malfunctions. Resolves most of the problems received without referring to additional technical staff. Provides direct assistance to end users by talking through problems by telephone or by recreating problems and helping. Provides support to both the end-users and the technical staff. Must be familiar and comfortable with the hardware and systems supported and must be able to communicate effectively with both a novice computer user and an experienced data processing professional. Performs related work as required. Pay Grade 14 Typical Duties and Responsibilities Provides a single point of contact between the technical computer support staff and end users Performs problem determination with the objective of resolving as many problems as soon as possible, analyzes operating problems, escalates problem resolution when first level determination fails Utilizes developed procedures to document problems, recommends modifications to procedures, and updates procedures as required Provides management with historical analysis of data in order to measure effectiveness of the system Administers the technical support and application support library Directs telephone calls from users to appropriate technical staff Relays requests for assistance that are outside the scope of the help desk to the appropriate group Answer questions regarding installations, setups, error messages and status, system procedures, online transactions, system status, and downtime Relay messages sent to or received from customers in a timely manner Follows up with users to ensure problems have been resolved Performs a periodic customer satisfaction survey of end users Stay informed of all changes to the operating system that affect users Provides status and feedback, to end-users and members of the technical stuff Attends user group meetings Maintains agency database on automation procurement inventory Maintains user profile database to query by name and noting type of software residing on user's system, workstation type, and training for user Maintains a problem log for tracking of problems reported, who reported them, and the resolution to the problem, so that recurring problems can be identified and resolved expeditiously Assists in training of end users Works with technical staff in problem resolution Travel may be required; therefore a valid driver's license is required. Required Skills and Knowledge Knowledge of data processing/word processing concepts Knowledge of computer hardware/software and its terminology Knowledge of computer usage Skill in using a computer keyboard Ability to think logically and analyze problems Ability to assign, direct, and review the work of others Ability to communicate effectively with others, both verbally and in writing Ability to maintain records and prepare reports Required Education and Experience REQUIRED TRAINING/EDUCATION High school diploma or the equivalent. REQUIRED EXPERIENCE Four (4) years of full-time or equivalent part-time paid experience working with personal computers. Substitution: Twelve (12) semester hours in computer science and two (2) years of full-time or equivalent part-time paid experience working with personal computers may be substituted for the required experience. Annual Increment Pay Paid Vacation Paid Holidays Paid Sick Leave Family Medical Leave Leave Donation Program Military Leave Employee Education Reimbursement & Leave Program Flexible Work Schedules Training Opportunities Promotion Opportunities Public Employees' Retirement System: Employees enrolled in PERS Tier 1 contribute 4.5% of their gross salary. The Employer contributes 9%. Employees enrolled in PERS Tier 2 contribute 6.0% of their gross salary. The Employer contributes 9%. Deferred Compensation Health Insurance Enrollment Additional Coverage Options including Dental, Vision, Flexible Spending Accounts, Disability Insurance and more. Life Insurance Credit Union Employee Discounts