Application/Production Support Help Desk Analyst - Durham NC/On-Site

About the role

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.

Responsibilities

• Support the NC FAST application by assisting outside customers/service providers who are accessing the system.
• Monitor incoming service provider issues unable to be resolved by front line Help Desk staff.
• Diagnose the root cause and resolve isolated issues or escalate provider issues to development staff.
• Work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence.
• Refer issues to specialized business/policy staff, software developers and/or client implementation specialists.
• Work with multiple groups to replicate, isolate and identify a root cause while providing workarounds and testing, fixes, and patches.
• Assist with setup of staging or test environments.
• Recommend product and process improvement strategies based on perceived trends or patterns in field issues.
• Coordinate system change requests being created, budgeted, approved and implemented, working with Business, Program Management, System Development and A&I Tech Architects.

Requirements

This position requires a high level of customer experience and does not involve hardware-based help desk tasks. It involves supporting the NC FAST application and collaborating with various teams to diagnose and resolve issues.

Qualifications

• Strong problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience with IT support and troubleshooting.
• Ability to work independently and as part of a team.
• Knowledge of Microsoft Office Suite.

Skills

• Technical support skills.
• Customer service orientation.
• Problem-solving abilities.
• Collaborative teamwork.

Benefits

NC FAST offers competitive benefits including health insurance, retirement plans, and paid time off.

Pay

The pay range for this position is $50,000 - $70,000 annually.

Schedule

Hours are typically 8:00 AM - 5:00 PM, Monday through Friday, with some local travel required.