Job Description :
Title: Help Desk Analyst

Location: Durham, NC

Duration: 12 Month



Job Description

NC FAST requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of NC FAST user issues.



This is an Application/Production Support position where selected candidates will support the NC FAST application by assisting outside customers 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 acts as a member of the Operations and Maintenance Support Team responsible for monitoring system issues by diagnosing the root cause and resolving issues for escalated user issues from Tier I triage analysts. Issues may be mitigated by engaging appropriate 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.






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

Broad knowledge of the NC FAST application and functionality.


Desired


2


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



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