Help Desk Analyst

DataStaff, Inc. is in immediate need of a Help Desk Analyst for a long-term contract opportunity with one of our direct clients in Durham, NC.

* This position is hybrid; onsite work may be required
* Local travel may be required
Responsibilities:

• Support the NC FAST application by assisting outside customers/service providers who are accessing the system.
• Requires a high level of customer experience, and is not a hardware-based help desk role.
• Acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming service provider issues unable to 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.
• Works 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.
• Works 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 setup of staging or test environments.
• May recommend product and process improvement strategies based on perceived trends or patterns in field issues.
• 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.

Required Skills:

• 3 Years - Experience and knowledge of browser-based applications.
• 5 Years- Experience researching, analyzing and interpreting automated system problems.
• 3 Years -Experience working in an Application/Production Support based (not hardware) help desk environment.
• Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.

Desired Skills:

• 3 Years - Working knowledge of social services and subsidized Child Care / Providers.
• 3 Years - Broad knowledge of the NC FAST application and functionality.
• 5 Years - Experience writing and running SQL queries.

This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401K program available for employees after 6 months.