Help Desk Analyst
Software Technology Inc
Help Desk Analyst
Location: Research Triangle Park, Durham NC
Duration: 6 Months
Responsibilities include:
- Monitoring incoming issues that are resolved by the front line Help Desk staff
- Diagnosing the root cause and resolving isolated issues
- Escalating customer issues to development staff
- Recommending product and process improvement strategies based on perceived trends or patterns in field issues
- Working 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.
Skill - Required / Desired - Amount - of Experience
- Experience and knowledge of browser-based applications. - Required - 5 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 - 5 Years
- Working knowledge of Social Services and Medicaid programs and systems. - Desired - 5 Years
- Broad knowledge of the NC FAST application and functionality. - Desired - 5 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
Vacancy posted 2 days ago
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