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Help Desk Analyst -Sr-App Support 
Ref No.: 17-00432
Position Type:Contract
Start Date: 07/26/2017
Due Date:08/31/2017 11:00
Tailwind Associates, an EOE, has a 12 months contract opportunity with our client in Durham, NC for a Help Desk Analyst -Sr-App Support

Job description
This is a Tier 3 Application/Production Support position and is NOT a hardware based help desk role. This position requires a candidate that has strong customer service skills and excellent written and oral communication. Our Client seeks a contract resource to assist with the development and implementation of NC Families Accessing Services through Technology. This is an Application/Production Support position where selected candidates will support the NC FAST application by assisting outside customers/agents 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 will act as a member of the operations and maintenance support team responsible for monitoring incoming issues unable to be resolved by front line Help Desk staff by diagnosing the root cause and resolving isolated issues or, if required, escalating customer 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.

Required Skills
  • Experience and knowledge of browser-based applications.
  • Experience researching, analyzing and interpreting automated system problems.
  • Experience working in a Application/Production Support based (not hardware) help desk environment.

Desired Skills:
  • Working knowledge of social services and Medicaid programs and systems.
  • Broad knowledge of the NC FAST application and functionality.
  • Experience writing and running SQL queries.
  • Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.
  • Remedy on demand
  • JIRA
  • Client Quality Center

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.