Help Desk Analyst

Help Desk AnalystArete Technologies, Inc. offers a set of innovative Consulting and Outsourcing services, bridging the gap between requirements and outputs of various dexterous and facile companies worldwide. The thrust of providing global deliverables with focus on providing paramount and unsurpassed services combined with cost saving solutions to the clients.We understand the business requirements in the present day corporate scenario and aspire to provide world-class services enabling the organization to burgeon and flourish while keeping the work-life balance intact. The Global delivery mechanism followed at Arete Technologies, Inc. saddles proficient schemas and unconventional channels to provide one-stop solutions for all your workforce needs.Our team is an exquisite amalgamation of vast experiences of over 30 years in IT Consulting and Staffing industry. Connoisseurs in the field of staff augmentation for IT, we operate on 24 by 7 model with an aim of providing affordable and adept professionals with an assurance of satisfaction for both Consultants and Clients.We are pre-eminent service providers in the field of staff augmentation, IT Consultancy, Software development, Web Development providing unexcelled services and focusing on both the employers and employees.Job DescriptionDescription: Either webcam interview or in person. The NC Department of Health and Human Services, the Office of NC FAST is seeking the services of two (2) Bilingual Application/Production Support Help Desk Analysts to assist with production support analysis and resolution of escalated Help Desk tickets.This is an Application/Production Support position where the selected candidate will support the NC FAST application by assisting outside customers/agents who are accessing the system. This role requires someone who has a high level of customer experience and who is bilingual, English and Spanish. This is software based help desk role.Each position will act as a member of the Operations and Maintenance Support Team. These positions will be liaisons between Business, Program Management, System Development and A&I Tech Architects to coordinate system change requests that need to be created, budgeted, approved and implemented. By working closely with business and technical teams to troubleshoot issues, focus is placed on determining the root cause and preventing recurrences. Unresolved issues may need to be escalated to business/policy staff, software developers and/or client implementation specialists.Responsibilities include:Monitoring incoming issues that are resolved by the front line Help Desk staffDiagnosing the root cause and resolving isolated issuesEscalating customer issues to development staffRecommending product and process improvement strategies based on perceived trends or patterns in field issuesWorking 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. May assist with the setup of staging or test environments.Qualifications****local candidate preferred first*****Additional InformationBest RegardsAlka BhatiaI'm interested