DD IT Help Desk Analyst - Program Specialist

State-of-Missour

Missouri

On-site

USD 54,000 - 67,000

Full time

11 days ago

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Job summary

The Missouri Department of Mental Health (DMH), Division of Developmental Disabilities (DD) seeks a Program Specialist, functioning as a DD Help Desk Analyst to be located at Central Office in Jefferson City, Missouri, or at the Springfield Regional Office in Springfield, Missouri. The base salary offered for this position is up to $60,506.40 annually, commensurate with education and experience.

If the selected candidate is eligible for a pay differential, such as retention pay, the total salary

Qualifications

Bachelor’s Degree preferred and 1-3 years of relevant experience and/or appropriate certification.
IT support experience involving mental health, social services, and intellectual disability/developmental disability, Medicaid, or public health systems preferred.
Lack of post‑secondary education will not be used as the sole basis denying consideration to any applicant.

Responsibilities

Provide tier 1 help desk support for technical issues.
Provision user access and security roles.
Answer questions and provide information, advice, and instruction to users on issues varying from simple to moderate complexity.
Generate user stories and feature descriptions for internal applications.
Monitor multiple methods of issue reporting.
Maintain help desk ticketing system for end users.
Analyze help desk tickets and direct users to the most appropriate solution.
Analyze and test software updates.
Review user roles and security roles for end users.
Review and follow technical documentation related to a wide range of issues.
Direct interaction and advisement of DMH business users.
Creation of user stories and software feature descriptions.
Review and update documentation related to issue resolution.
Writing procedures for help desk; and
Additional duties as assigned.