Help Desk Analyst

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
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

Description:
CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of PATH NC issues.

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 issues that cannot be resolved by front-line Help Desk staff, by diagnosing the root cause and resolving isolated issues or, if required, escalating system issues to developer 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 or software developers. Positions work with multiple groups to work through complex issues that include replicating, isolating, and identifying a root cause while providing temporary process changes 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.