Application/Production Support Help Desk Analyst - Durham NC/On-Site

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

Application/Production Support Help Desk Analyst

Research Triangle Park, Durham NC

6+ Months

Some local travel may be required in performance of the work

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 act sas a member of the Operations and Maintenance Support Team responsible for monitoring incoming service provider issues unable to 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 works 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 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.