Help Desk Analyst

Durham, NC, US • Posted 1 day ago • Updated 1 day ago

Contract W2

No Travel Required

On-site

$21/hr

Fitment

Dice Job Match Score™

🎯 Assessing qualifications...

Job Details

Skills

FOCUS
Computer Hardware
Process Improvement
Customer Experience
Customer Service
Help Desk
Production Support
Program Management
ROOT
Research
SQL
Testing
Web Browsers
Writing

Summary

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 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.

Skill

Required / Desired

Amount

of Experience

Experience and knowledge of browser-based applications.

Required

Years

Experience researching, analyzing and interpreting automated system problems.

Required

Years

Experience working in a Application/Production Support based (not hardware) help desk environment.

Required

Years

Working knowledge of social services and subsidized Child Care / Providers.

Desired

Years

Broad knowledge of the CWIS/PATH NC application and functionality.

Desired

Years

Experience writing and running SQL queries.

Desired

Years

Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.

Required

Years

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: infinia
Position Id: 8908903
Posted 1 day ago

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