Application/Production Support Help Desk Analyst

Job Description: Crop to Crop resumes are accepted This is an Application/Production Support position where selected candidates will support the CWS/PATH NC application by assisting outside customers/service providers who are accessing the system. This role also requires a high level of customer experience and is an application-based help desk role, not a hardware-based role. This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming county

Job ID: NC-0406) Hybrid/Local Help Desk Analyst with Application/Production Support, social services/Child Care/Providers, CWIS/PATH NC, SQL experience Location: Raleigh NC (NCDHHS-NCFAST) Duration: 11 Months Skills: 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

Description The Level 1 Help Desk Technician provides first-line support to end-users experiencing technical issues. This role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams as needed. Respond to and resolve a high volume of initial IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting Diagnose and resolve basic hardware

Job Description: Crop to Crop resumes are accepted Provides advanced functional support for the PATH NC Salesforce application, helping county & state child welfare staff resolve complex case-processing issues, review user actions, and get accurate guidance. No hardware or password support. Essential Duties and Responsibilities Provide Tier 2 support for social services staff encountering case-processing or workflow issues within the Salesforce-based PATH NC applicationAnalyze user activity, cas