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NC FAST Help Desk Analyst
Ref No.: 17-03811
Location: Durham, North Carolina
 NC FAST Help Desk Analyst (521118)
Research Triangle Park, Durham NC
Either Webcam Interview or In Person
NC FAST requires the services of a Help Desk analyst to assist with production support analysis and resolution of escalated Help Desk tickets.
The 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. The position 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. Position 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 3 Years
Experience working in a 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 3 Years
Question 1 Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question 2 All work must be completed on site. Do you accept this requirement?
Question 3 Some local travel may be required in performance of the work. Do you accept this requirement?
Question 4 Please list candidate's email address HERE that will be used when submitting E-RTR.
Question 5 LOOKING FOR IMMEDIATE HIRE. Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question 6 Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
Question 7 Vendor must notify the agency if any portion of the requirements listed in this task order are to be outsourced to other countries. Do you accept this requirement?
Question 8 Budgeting for this position allows for a rate of per hour. Candidates submitted above this amount may not be considered. Do you accept this requirement?
Question 9 At the client's request, this position is limited to 1 candidate submission per vendor, per opening. In this case, each firm will be able to submit the best 2 candidates since there are 2 positions within the requirement. Do you accept this requirement?