Help Desk Analyst Mid-App Support

Intellibee Inc; Golden Horseshoe; On-site; CAD 60,000 - 80,000; Full time

Job summary

A technology consulting firm in Canada seeks a Help Desk Analyst to support the NC FAST application. The role involves assisting external customers, diagnosing and resolving issues, and collaborating with technical teams. Ideal candidates should have extensive experience in application support, strong customer service skills, and proficiency in SQL. This is a non-hardware support position that requires effective communication between various business units.

Qualifications

• 3+ years of experience in browser-based applications required.
• 5+ years researching and analyzing automated system problems required.
• Experience in an Application/Production Support environment required.
• 3+ years working knowledge of social services desired.
• 5+ years experience writing SQL queries highly desired.

Responsibilities

• Support NC FAST application and assist customers.
• Diagnose root causes of provider issues and resolve or escalate.
• Collaborate with technical teams to troubleshoot complex issues.
• Assist in setup of staging or test environments.

Skills

Browser-based applications

Researching and analyzing automated system problems

Application/Production Support experience

Knowledge of social services and Child Care

Writing and running SQL queries

Customer Service experience

Job description

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

Help Desk Analyst Mid-App Support

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

This is an Application/Production Support position where selected candidates will support the NC FAST 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, testing, fixes, and patches. They may also assist with setup of staging or test environments and recommend product and process improvement strategies based on perceived trends or patterns in field issues. These positions will serve as a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate system change requests, including creation, budgeting, approval, and implementation.

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 an 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 NC FAST application and functionality. Desired 3 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