Help Desk Analyst Mid-App Support

Help Desk Analyst Mid-App Support, Durham, NC, US

Help Desk Analyst Mid-App Support

This is an Application/Production Support position where selected candidates will support the CWS/PATH NC application by assisting outside customers/service providers 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 incoming service provider issues that cannot be resolved by front-line Help Desk staff, by diagnosing the root cause and resolving isolated issues or, if required, escalating provider issues to development staff.

These positions work 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.

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 the 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 Matrix

Experience and knowledge of browser-based applications. Required 3 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 3 Years

Working knowledge of social services and subsidized Child Care / Providers. Desired 3 Years

Broad knowledge of the CWIS/PATH NC application and functionality. Desired 3 Years

Experience writing and running SQL queries. Desired 5 Years

Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 3 Years

Benefits At IntelliBee

Long-Term Stability:

Join us on a multi-year opportunities with room to grow.

Comprehensive Health Coverage:

Access quality healthcare benefits to keep you and your family well.

Future Planning:

Enroll in our 401(k) program and invest in your financial security.

GC Assistance:

We support immediate Green Card processing, if required.