Program Specialist (DD0000080-081726)

State of Missouri; Missouri; On-site; USD 36,000 - 61,000; Full time

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.

You will provide tier 1 help desk support for internal IT applications, manage user access and security roles, and contribute to creating user stories and feature descriptions.

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 developmental disability, Medicaid, or public health systems preferred.
• Lack of post-secondary education will not be used as the sole basis denying consideration.

Responsibilities

• Provide tier 1 help desk support for internal IT applications.
• Provision user access and security roles, answer questions and provide guidance.
• Generate user stories and feature descriptions for internal apps.
• Monitor issue reporting, manage help desk tickets, and test software updates.
• Review user roles and security settings and follow technical documentation.
• Communicate with DMH business users and document resolutions.

Skills

Critical thinking

Communication

Documentation

Multi-tasking

Team collaboration

Excel

Access

MS SQL

SharePoint

Agile concepts

Education

Bachelor’s Degree preferred

Tools

Microsoft Excel

Microsoft Access

MS SQL

SharePoint

Job description

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 may exceed what is listed in this posting.

As a DD Help Desk Analyst, you will be an integral part of the Division’s efforts to support internal IT applications managed by the Department of Mental Health. You will be responsible for providing tier 1 help desk support for technical issues, provisioning user access and security roles, answering questions, and providing information, advice, and instruction to users on issues varying from simple to moderate complexity. You will also support the Division by generating user stories and feature descriptions for internal applications. Strong analytical, communication, and writing skills are required.

Additional Duties Responsibilities Include

• 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.

Qualifications

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

Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.

Knowledge, Skills, And Abilities For This Position Include

• Critical thinking and problem-solving skills are required;
• Ability to communicate with end users in a professional and user-friendly manner;
• Ability to document issues and follow technical instructions;
• Ability to prioritize and handle multiple priorities simultaneously;
• Ability to coordinate and consult with other team members to complete work;
• Ability to identify and resolve issues;
• Ability to analyze and elevate issues in an efficient and clear manner;
• Intermediate to advanced experience with Microsoft Excel and Microsoft Access;
• Experience with MS SQL query writing preferred;
• Familiarity with DMH applications preferred;
• Familiarity with SharePoint preferred; and
• Familiarity with Agile development concepts preferred.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here.