NCDHHS - Service Support Analyst- Mid Level

Software Technology Inc; North Carolina; On-site; USD 42,000 - 65,000; Full time

Job summary

Software Technology Inc is seeking an Application/Production Support Help Desk analyst to assist with PATH NC production support analysis and resolution.

The role emphasizes application support over hardware, requires strong customer service skills, and involves collaborating with business and technical teams to diagnose issues, reproduce complex problems, and document solutions for production environments in North Carolina.

Qualifications

• Experience delivering frontline help desk support.
• Ability to diagnose issues and determine root causes.
• Strong customer service and communication skills.

Responsibilities

• Monitor and resolve PATH NC application issues with Help Desk staff.
• Diagnose issues to determine root causes and reproduce complex problems.
• Escalate broader or system-level issues to development as needed.
• Collaborate with business and technical teams to analyze issues and test fixes.
• Assist with staging or test environments and document resolutions.

Skills

Customer service

Technical troubleshooting

Cross-team collaboration

Job description

CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of PATH NC issues.

Overview

• Application/Production Support role for the Child Welfare/PATH NC application.
• Provides assistance to external customers and service providers using the system.
• Requires strong customer service skills.
• A working knowledge of North Carolina s Child Welfare program is highly desired.
• Focuses on application support rather than hardware.
• Requires moderate technical and troubleshooting experience.

Operations & Maintenance (O&M) Support Responsibilities

• Monitor and address county issues that front-line 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.

Technical & Cross-Team Collaboration

• Work closely with business and technical teams to troubleshoot and analyze issues.
• Reproduce, isolate, and document complex problems.
• Provide resolutions using temporary process changes and support testing of fixes and patches.
• Assist with staging or test environment setup when required.
• Recommend product or process improvements based on observed trends or patterns.

Coordination & Communication

• Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
• Support the coordination, budgeting, approval, and implementation of system change requests.