Help Desk Analyst

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