Help Desk Analyst

Arete Technologies, Inc.; Durham (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

A consulting firm based in North Carolina seeks two Bilingual Application/Production Support Help Desk Analysts. The role involves supporting the NC FAST application, handling customer inquiries, and working closely with technical teams to troubleshoot issues. Candidates must be bilingual in English and Spanish and have a strong customer service background. This position is designed for those who thrive in a collaborative environment and have experience in help desk support.

Qualifications

• High level of customer experience required.
• Experience with Help Desk or support roles preferred.
• Local candidate preferred for the position.

Responsibilities

• Monitor incoming help desk issues resolved by front line staff.
• Diagnose root causes and resolve customer issues.
• Coordinate with technical teams on complex problems.

Skills

Bilingual (English and Spanish)

Customer service experience

Help Desk support

Job description

Arete Technologies, Inc. offers set of innovative Consulting and Outsourcing services, bridging the gap between requirements and outputs of various dexterous and facile companies worldwide. The thrust of providing global deliverables with focus on providing paramount and unsurpassed services combined with cost saving solutions to the clients

We understand the business requirements in the present day corporate scenario and aspire to provide world-class services enabling the organization to burgeon and flourish while keeping the work-life balance intact. The Global delivery mechanism followed at Arete Technologies, Inc. saddles proficient schemas and unconventional channels to provide one-stop solutions for all your workforce needs.

our Team is an exquisite amalgamation of vast experiences of over 30 years in IT Consulting and Staffing industry. Connoisseurs in the field of staff augmentation for IT, we operate on 24 by 7 model with an aim of providing affordable and adept professionals with an assurance of satisfaction for both Consultants and Clients.

We are pre-eminent service providers in the field of staff augmentation, IT Consultancy, Software development, Web Development providing unexcelled services and focusing on both the employers and employees.

Job Description

Description: Either Webcam Interview or In Person

The NC Department of Health and Human Services, the Office of NC FAST is seeking the services of two (2) Bilingual Application/Production Support Help Desk Analysts to assist with production support analysis and resolution of escalated Help Desk tickets.

This is an Application/Production Support position where the selected candidate will support the NC FAST application by assisting outside customers/agents who are accessing the system. This role requires someone who has a high level of customer experience and who is bilingual, English and Spanish. This is software based help desk role.

Each position will act as a member of the Operations and Maintenance Support Team. These positions will be liaisons between Business, Program Management, System Development and A&I Tech Architects to coordinate system change requests that need to be created, budgeted, approved and implemented. By working closely with business and technical teams to troubleshoot issues, focus is placed on determining the root cause and preventing recurrences. Unresolved issues may need to be escalated to business/policy staff, software developers and/or client implementation specialists.

Responsibilities include:

• Monitoring incoming issues that are resolved by the front line Help Desk staff
• Diagnosing the root cause and resolving isolated issues
• Escalating customer issues to development staff
• Recommending product and process improvement strategies based on perceived trends or patterns in field issues
• Working 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. May assist with the setup of staging or test environments.

Qualifications

****local candidate preferred first*****