Senior Help Desk Analyst

Senior Help Desk Analyst

* This is a hybrid position.

* Local to the Raleigh, NC area only, please.

• Our client is seeking a Senior Help Desk Analyst to help spearhead production support analysis and resolution of client-specific program issues.
• Provides expert-level guidance to external customers, county leadership, and service providers using the system.
• Requires advanced customer service, analytical, and leadership capabilities.
• Extensive knowledge of North Carolina’s Child Welfare program and related operational processes is strongly preferred.
• Focuses on high?impact application support, system reliability, and proactive issue prevention rather than hardware.
• Requires advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor and guide junior staff.

• Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities.
• Perform advanced diagnostics to determine systemic or multi?layer root causes.
• Lead resolution efforts for high-severity or cross-county problems.
• Identify, classify, and elevate critical application or infrastructure issues to development and leadership teams.
• Provide strategic recommendations for improving operational stability and reducing recurring issues.

• Partner closely with business owners, architecture teams, developers, QA, and cross?agency stakeholders to analyze and resolve complex problems.
• Reproduce, isolate, and document high?complexity defects, system behavior anomalies, and performance issues.
• Recommend strategic product, workflow, or process improvements based on long-term trend analysis and emerging patterns.
• Mentor junior team members and foster cross?team knowledge sharing.

• Act as a liaison between Business, Program Management, System Development, A&I Technical Architecture, county leadership, and other partners.
• Support the coordination and implementation of system change requests.
• Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders.

• Experience and knowledge of browser-based applications,
  Required 7 Years
• Experience researching, analyzing and interpreting automated system problems.,
  Required 7 Years
• Experience working in an Application Support-based (not hardware) help desk environment.,
  Required 6 Years
• Working knowledge of social services and Child Welfare program.,
  Highly desired 5 Years
• Working knowledge of the PATH NC application and functionality.,
  Highly desired 1 Years
• Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.
  Required 7 Years