Help Desk Analyst

Job ID : NC-775598 (93390829)

Hybrid / Local Help desk analyst with Application / Production support, child welfare, NC FAST functionality, SQL, phone service and government experience

Location : Raleigh NC(NCDHHS-NCFAST)

Duration : 12 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 an 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 NC FAST application and functionality. Desired 3 Years

Experience writing and running SQL queries. Highly desired 5 Years

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

Job Description :

This is an Application / Production Support position where selected candidates will support the NC FAST 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 sas 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. 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 setup of staging or test environments. Positions may recommend product and process improvement st

• gies 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.

innoSoul, Inc. is an Information Technology company and offers technology solutions in various platforms to different business domains. More specifically, business solutions for Application Development, System integration, network or software installation support, Custom Web Development, Hosting solutions. Our value-added solutions leverage technology to enhance business performance, increase productivity and secure data.