Help Desk Analyst (Application Support)
Excelraise
Research Triangle Park, NC
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JOB DETAILS
SALARY
$27–$27 Per Hour
JOB TYPE
Full-time, Employee
SKILLS
Analysis Skills, Budgeting, Change Requests/Orders, Childcare, Community and Social Services, Customer Experience, Customer Support/Service, Help Desk, Help Desk Software, Identify Issues, Process Improvement, Production Support, Project/Program Management, Root Cause Analysis, SQL (Structured Query Language), Social Work, Software Administration, Software Development, Software Patches, Staff Policies, System Architecture, Team Player, Web Browsers
LOCATION
Research Triangle Park, NC
POSTED
18 days ago
- Core Job Details
- Job ID: 797436
- Job Title: Help Desk Analyst (Application Support)
- Client: State of North Carolina-NCFAST
- Job Description:
- 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 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.
- Responsibility:
- 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.
- 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.
- Basic Qualifications:
- Experience and knowledge of browser-based applications..- 03 years
- Experience researching, analyzing and interpreting automated system problems. 05 years
- Experience working in a Application/Production Support based (not hardware) help desk environment.
- Working knowledge of social services and subsidized Child Care / Providers.
- Broad knowledge of the CWIS/PATH NC application and functionality.
- Experience writing and running SQL queries.
- Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.
- Job Location: Research Triangle Park, Durham NC 27709
- Job Duration: 8 Month+
- Job Category: Help Desk Analyst
- Job Occupations:
- ***This is Hybrid Position***All work must be completed on site at the manager's discretion***
- ***Some local travel may be required in performance of the work***
About the Company
E
Excelraise
Excelraise is a leader in consulting and technology. We help enterprises transform and thrive in a changing world through strategic consulting and operational leadership. At Excelraise, we outperform the competition and stay ahead of the innovation curve.
COMPANY SIZE
20 to 49 employeesINDUSTRY
Computer/IT Services
WEBSITE
http://www.excelraise.com