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NCFAST Help Desk Analyst Mid-App Support
Ref No.: 18-14648
Location: Durham, North Carolina
Job Title: Help Desk Analyst Mid-App Support
Duration (Durations most are extendable/renewable): 11+ Months
Location: Durham,NC

 
Job Description:
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 incoming 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.
 
  Skill Required / Desired Amount of Experience
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
 
Advanced knowledge of child welfare policy and practice in NC such as Intake, Assessment, In-Home Services, Foster Care, CPS, Adoptions. Required 1 Years
Broad knowledge of the NC FAST application and functionality. Desired 3 Years
 
Experience writing and running SQL queries. Highly desired 3 Years
Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions. Required    
 
Master's degree in social work from an accredited school of social work; or bachelor's degree in social work and one year related experience. Required