Application Support Analyst - Help Desk (Mid Level)

OST Workforce

North Carolina

On-site

USD 42,000 - 65,000

Full time

14 days+

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Job summary

OST Workforce is seeking an Application/Production Support Help Desk analyst to assist with PATH NC issues and production support analysis. This role focuses on the PATH NC Child Welfare application, supporting external customers and service providers with strong customer service skills.

You will work with business and technical teams to troubleshoot, reproduce complex problems, and document root causes. Collaboration across teams and careful testing of fixes will be essential for success.

Qualifications

Strong customer service skills required.
Working knowledge of North Carolina Child Welfare program is highly desired.
Focuses on application support rather than hardware.
Moderate technical and troubleshooting experience required.

Responsibilities

Monitor and address county issues that frontline Help Desk staff cannot resolve.
Diagnose issues to determine root causes.
Resolve isolated problems when possible.
Escalate broader or system-level issues to the development team as needed.
Reproduce, isolate, and document complex problems with business and technical teams.
Provide resolutions using temporary process changes and support testing of fixes.
Assist with staging or test environment setup when required.
Recommend product or process improvements based on observed trends or patterns.