Transportation Help Desk Analyst - Kanawha County
Salary:
$1,600.
00 - $2,367.
30 BiweeklyLocation :
Charleston, WVJob Type:
Full-Time PermanentJob Number:
DOT24SP004ADivision:
West Virginia Department of TransportationDistrict/Subdivision:
Information Technology DivisionOpening Date:
07/24/2023Closing Date:
7/30/2023 11:
59 PM EasternNature of Work The Transportation Help Desk Analyst 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.
This position will assist the Department of Transportation (DOT) Support Center Unit and the Information Technology (IT) Help Desk, follow the process and procedures, support all DOT systems, create knowledge base articles and ensure DOT employee customers issues are resolved through a ticketing system.
Performs related work as required.
Pay Grade:
14 Typical Duties and Responsibilities oProvides a single point of contact between the technical computer support staff and end usersoPerforms problem determination with the objective of resolving as many problems as soon as possible, analyzes operating problems, escalates problem resolution when first level determination failsoUtilizes developed procedures to document problems, recommends modifications to procedures, and updates procedures as requiredoProvides management with historical analysis of data in order to measure effectiveness of the systemoAdministers the technical support and application support libraryoDirects telephone calls from users to appropriate technical staffoRelays requests for assistance that are outside the scope of the help desk to the appropriate groupoAnswer questions regarding installations, setups, error messages and status, system procedures, online transactions, system status, and downtimeoRelay messages sent to or received from customers in a timely manneroFollows up with users to ensure problems have been resolvedoPerforms a periodic customer satisfaction survey of end usersoStay informed of all changes to the operating system that affect usersoProvides status and feedback, to end-users and members of the technical stuffoAttends user group meetingsoMaintains agency database on automation procurement inventoryoMaintains user profile database to query by name and noting type of software residing on user's system, workstation type, and training for useroMaintains 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 expeditiouslyoAssists in training of end usersoWorks with technical staff in problem resolutionoTravel may be required; therefore a valid driver's license may be required.
Required Skills and Knowledge oKnowledge of data processing/word processing conceptsoKnowledge of computer hardware/software and its terminologyoKnowledge of computer usageoSkill in using a computer keyboardoAbility to think logically and analyze problemsoAbility to assign, direct, and review the work of othersoAbility to communicate effectively with others, both verbally and in writingoAbility 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 SchedulesTraining 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 CompensationHealth Insurance Enrollment Additional Coverage Options including Dental, Vision, Flexible Spending Accounts,Disability Insurance and more.
Life Insurance Credit Union Employee Discounts01 Do you meet the minimum qualifications listed on this posting? REQUIRED EDUCATION oGraduation from a standard high school or equivalentREQUIRED EXPERIENCE oFour (4) years of full-time or equivalent part-time paid experience working with personal computersoSubstitution:
Twelve (12) semester hours in computer science and two (2) years of full-time or equivalent part- time paid experience working with personal computers Yes No 02 How much experience have you had in helping end users resolve computer issues? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 03 Have you had experience in using and/or troubleshooting standard programs or applications used on computer platforms? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 04 Have you had experience in using and/or troubleshooting computer hardware? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 05 How much experience have you had in logging and documenting computer issues and their resolutions? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 06 The West Virginia Department of Transportation reserves the right to amend any answers marked by the applicant that are not supported by the employment history listed on the application.
Yes - I understand & agree Required Question Recommended Skills Automation Communication Computer Architectures Computer Keyboards Computing Platforms Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
$1,600.
00 - $2,367.
30 BiweeklyLocation :
Charleston, WVJob Type:
Full-Time PermanentJob Number:
DOT24SP004ADivision:
West Virginia Department of TransportationDistrict/Subdivision:
Information Technology DivisionOpening Date:
07/24/2023Closing Date:
7/30/2023 11:
59 PM EasternNature of Work The Transportation Help Desk Analyst 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.
This position will assist the Department of Transportation (DOT) Support Center Unit and the Information Technology (IT) Help Desk, follow the process and procedures, support all DOT systems, create knowledge base articles and ensure DOT employee customers issues are resolved through a ticketing system.
Performs related work as required.
Pay Grade:
14 Typical Duties and Responsibilities oProvides a single point of contact between the technical computer support staff and end usersoPerforms problem determination with the objective of resolving as many problems as soon as possible, analyzes operating problems, escalates problem resolution when first level determination failsoUtilizes developed procedures to document problems, recommends modifications to procedures, and updates procedures as requiredoProvides management with historical analysis of data in order to measure effectiveness of the systemoAdministers the technical support and application support libraryoDirects telephone calls from users to appropriate technical staffoRelays requests for assistance that are outside the scope of the help desk to the appropriate groupoAnswer questions regarding installations, setups, error messages and status, system procedures, online transactions, system status, and downtimeoRelay messages sent to or received from customers in a timely manneroFollows up with users to ensure problems have been resolvedoPerforms a periodic customer satisfaction survey of end usersoStay informed of all changes to the operating system that affect usersoProvides status and feedback, to end-users and members of the technical stuffoAttends user group meetingsoMaintains agency database on automation procurement inventoryoMaintains user profile database to query by name and noting type of software residing on user's system, workstation type, and training for useroMaintains 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 expeditiouslyoAssists in training of end usersoWorks with technical staff in problem resolutionoTravel may be required; therefore a valid driver's license may be required.
Required Skills and Knowledge oKnowledge of data processing/word processing conceptsoKnowledge of computer hardware/software and its terminologyoKnowledge of computer usageoSkill in using a computer keyboardoAbility to think logically and analyze problemsoAbility to assign, direct, and review the work of othersoAbility to communicate effectively with others, both verbally and in writingoAbility 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 SchedulesTraining 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 CompensationHealth Insurance Enrollment Additional Coverage Options including Dental, Vision, Flexible Spending Accounts,Disability Insurance and more.
Life Insurance Credit Union Employee Discounts01 Do you meet the minimum qualifications listed on this posting? REQUIRED EDUCATION oGraduation from a standard high school or equivalentREQUIRED EXPERIENCE oFour (4) years of full-time or equivalent part-time paid experience working with personal computersoSubstitution:
Twelve (12) semester hours in computer science and two (2) years of full-time or equivalent part- time paid experience working with personal computers Yes No 02 How much experience have you had in helping end users resolve computer issues? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 03 Have you had experience in using and/or troubleshooting standard programs or applications used on computer platforms? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 04 Have you had experience in using and/or troubleshooting computer hardware? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 05 How much experience have you had in logging and documenting computer issues and their resolutions? This experience must be shown on your application in order to receive credit.
0 up to 4 years 4 years up to 6 years 6 years up to 8 years 8 years up to 10 years 10 years or more 06 The West Virginia Department of Transportation reserves the right to amend any answers marked by the applicant that are not supported by the employment history listed on the application.
Yes - I understand & agree Required Question Recommended Skills Automation Communication Computer Architectures Computer Keyboards Computing Platforms Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
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