Transportation Help Desk Analyst - Kanawha County

The Help Desk Analyst will report to the Management Services section of the West Virginia Division of Motor Vehicles (DMV) located in Kanawha County. The selected applicant 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
T0303N

• 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, and 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 the 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 staff
• Attends user group meetings
• Maintains agency database on automation procurement inventory
• Maintains a user profile database to query by name and note the type of software residing on the user's system, workstation type, and training for the 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.

• 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 TRAINING/EDUCATION 

• High school diploma or the equivalent.

• Four (4) years of full-time or equivalent part-time paid experience working with personal computers.
• Substitution 1: Successful completion of 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 substitute for the required experience on a year-for-year basis, through an established formula.
  OR
• Substitution 2: Bachelor's degree from a regionally accredited college or university in computer science or a related field.