Help Desk Analyst Mid-App Support (ONSITE)
Durham, NC, NC
Contracted
Experienced
Job Title: Help Desk Analyst Mid-App Support (ONSITE)
Location: Durham, NC
Duration: 12 Month
Job Description:
The client requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of client provider issues.
This is an Application/Production Support position where selected candidates will support the client application by assisting outside customers/service providers who are accessing the system. This role also requires a high level of customer experience and is not a hardware-based help desk role.
Skills:
Location: Durham, NC
Duration: 12 Month
Job Description:
The client requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of client provider issues.
This is an Application/Production Support position where selected candidates will support the client application by assisting outside customers/service providers who are accessing the system. This role also requires a high level of customer experience and is not a hardware-based help desk role.
- This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming service provider issues that cannot be resolved by front-line Help Desk staff, by diagnosing the root cause and resolving isolated issues or, if required, escalating provider issues to development staff.
- These positions work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence.
- Issues may be referred to specialized business/policy staff, software developers, and/or client implementation specialists.
- Positions work with multiple groups to work through complex issues that include replicating, isolating, and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with the setup of staging or test environments.
- Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues.
- These positions will be a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved, and implemented.
Skills:
| Skill | Required/Desired | Amount | of Experience |
| Experience and knowledge of browser-based applications. | Required | 3 | Years |
| Experience researching, analyzing and interpreting automated system problems. | Required | 5 | Years |
| Experience working in a Application/Production Support based (not hardware) help desk environment. | Required | 3 | Years |
| Working knowledge of social services and subsidized Child Care / Providers. | Desired | 3 | Years |
| Broad knowledge of the CWIS/PATH NC application and functionality. | Desired | 3 | Years |
| Experience writing and running SQL queries. | Desired | 5 | Years |
| Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions. | Required | 3 | Years |
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