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Help Desk Analyst Sr Support
Ref No.: 18-14522
Location: Durham, North Carolina

Title: Help Desk Analyst Sr Support (559498)
Position Type: 12+ Months Contract
Location: Research Triangle Park, Durham NC
Mode of interview: Either Webcam Interview or In Person

Client  requires the services of nineteen (19) Application/Production Support Help Desk analysts to assist with production support analysis and resolution of NC FAST Child Welfare user issues.

This is an Application/Production Support position where selected candidates will support the NC FAST application by assisting outside customers 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 escalated child welfare issues by diagnosing the root cause and resolving isolated issues or, if required, escalating user issues to development staff. This position requires substantial knowledge of child welfare policy and practice and works closely with business and technical teams as well as the child welfare section of the Division of Social Services to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be mitigated by engaging appropriate 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 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.

Warm Regards,
Anuj Sharma |  Senior Executive
13454 Sunrise Valley Drive, Suite 120, Herndon, VA 20171
Direct: 703-596-4528 | Fax: 703-935-0339 |