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Help Desk Analyst Mid-App Support
Ref No.: 18-18996
Location: Durham, North Carolina
Job Title: Help Desk Analyst Mid-App Support
Duration: Durham, NC
Location: 12 Months

This is an Application/Production Support position where selected candidates will support the 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 act 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 works 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 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
Working knowledge of social services and Medicaid programs and systems. 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