Hybrid Help Desk Analyst: PATH NC & App Support

InnoSoul, Inc.; Raleigh (NC); Hybrid; USD 52,000 - 68,000; Full time

Job summary

innoSoul, Inc. is seeking a Hybrid/Local Help Desk Analyst to provide application and production support for PATH NC/CWIS systems in Raleigh, NC. The role involves assisting external customers and service providers, focusing on software/applications rather than hardware.

Ideal candidates will have PATH NC/CWIS experience, strong customer service skills, and the ability to troubleshoot issues across cross-functional teams while coordinating with development on system changes.

Qualifications

• Experience with browser-based applications.
• Experience researching, analyzing and interpreting automated system problems.
• Experience in an Application Support-based help desk environment.
• Working knowledge of social services and Child Welfare program.
• Broad knowledge of PATH NC application and functionality.
• Experience in phone-based customer service roles.

Responsibilities

• Monitor and address issues that front-line Help Desk staff cannot resolve.
• Diagnose root causes and resolve isolated problems.
• Escalate broader or system-level issues to the development team as needed.
• Collaborate with business and technical teams to troubleshoot and analyze issues.
• Reproduce, isolate, and document complex problems; test fixes/patches.
• Assist with staging or test environment setup when required; suggest product improvements.

Skills

Browser-based applications

Problem analysis

Application support

Social services knowledge

PATH NC knowledge

Customer service

Tools

PATH NC

CWIS

Job description

innoSoul, Inc. is seeking a Hybrid/Local Help Desk Analyst to provide application and production support for PATH NC/CWIS systems in Raleigh, NC. The role involves assisting external customers and service providers, focusing on software/applications rather than hardware.

Ideal candidates will have PATH NC/CWIS experience, strong customer service skills, and the ability to troubleshoot issues across cross-functional teams while coordinating with development on system changes.