Application & Production Support Analyst (Help Desk)

STI; Durham (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

STI in Durham, NC is seeking an Applications/Production Support Help Desk Analyst to assist providers accessing the NC FAST system. This role emphasizes customer experience and problem-solving in a non-hardware focused environment.

The analyst will monitor, diagnose, and resolve issues by working with frontline staff, business and technical teams, and may help with testing and staging environments as part of issue resolution and process improvement.

Qualifications

• Customer-focused experience required.
• Strong communication and problem-solving abilities.
• Ability to work with cross-functional teams.

Responsibilities

• Monitor incoming provider issues and coordinate resolution with frontline staff.
• Diagnose root causes and provide workarounds or fixes; escalate to development as needed.
• Liaise with Business, Program Management, System Development and A&I Tech Architects to coordinate system changes and testing.

Job description

STI in Durham, NC is seeking an Applications/Production Support Help Desk Analyst to assist providers accessing the NC FAST system. This role emphasizes customer experience and problem-solving in a non-hardware focused environment.

The analyst will monitor, diagnose, and resolve issues by working with frontline staff, business and technical teams, and may help with testing and staging environments as part of issue resolution and process improvement.