Hybrid/Local Help Desk Analyst

Job ID: NC-808877

Hybrid/Local Help Desk Analyst with Application/Production Support, social services/Child Care/Providers, CWIS/PATH NC experience

Location: Raleigh, NC (NCDHHS-NCFAST)
Duration: 12 Months

Skills:
Experience and knowledge of browser-based applications. Required 3 Years
Experience researching, analyzing and interpreting automated system problems. Required 5 Years
Experience working in an Application Support-based (not hardware) help desk environment. Required 3 Years
Working knowledge of social services and Child Welfare program. Desired 2 Years
Broad knowledge of the PATH NC application and functionality. Desired 1 Years
Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 3 Years

Description:
CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of PATH NC issues.

Overview
Application/Production Support role for the Child Welfare/PATH NC application.
Provides assistance to external customers and service providers using the system.

Requires strong customer service skills.
A working knowledge of North Carolina's Child Welfare program is highly desired.
Focuses on application support rather than hardware.
Requires moderate technical and troubleshooting experience.

Operations & Maintenance (O&M) Support Responsibilities
Monitor and address county issues that front-line Help Desk staff cannot resolve.
Diagnose issues to determine root causes.
Resolve isolated problems when possible.
Escalate broader or system-level issues to the development team as needed.

Technical & Cross-Team Collaboration
Work closely with business and technical teams to troubleshoot and analyze issues.
Reproduce, isolate, and document complex problems.
Provide resolutions using temporary process changes and support testing of fixes and patches.
Assist with staging or test environment setup when required.
Recommend product or process improvements based on observed trends or patterns.

Coordination & Communication
Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
Support the coordination, budgeting, approval, and implementation of system change requests.

innoSoul, Inc. is an Information Technology company and offers technology solutions in various platforms to different business domains. More specifically, business solutions for Application Development, System integration, network or software installation support, Custom Web Development, Hosting solutions. Our value-added solutions leverage technology to enhance business performance, increase productivity and secure data.