Description

The NC Department of Health and Human Services, through the Office of NC FAST, is seeking a Bilingual Application/Production Support Help Desk Analyst to assist with production support analysis and the resolution of escalated Help Desk tickets. This position supports the NC FAST application by aiding outside customers and agents who access the system. The ideal candidate will possess a high level of customer service experience and be bilingual in both English and Spanish. This is a software-based help desk role.

Each analyst will be an integral member of the Operations and Maintenance Support Team, serving as a liaison between Business, Program Management, System Development, and A&I Tech Architects. This role involves coordinating system change requests that need to be created, budgeted, approved, and implemented. The selected candidate will work closely with both business and technical teams to troubleshoot issues, focusing on determining root causes and preventing recurrences. Unresolved issues may need escalation to business/policy staff, software developers, and/or client implementation specialists.

Compensation and Benefits

• Up to $24/hour
• W-2 contract for 6 months
• Eligible for corp to corp agreements

Why you should apply for this position today

This role offers a unique opportunity to make a significant impact within the NC Department of Health and Human Services, ensuring that essential support is provided to users of the NC FAST application. Your bilingual skills will be crucial in enhancing customer experience, and you will collaborate with various teams to solve complex issues, contributing to the overall efficiency of the organization.

Skills

• Bilingual in English and Spanish
• Strong customer service and communication skills
• Problem-solving and critical thinking abilities
• Ability to diagnose technical issues and provide solutions
• Experience working in Help Desk or Technical Support roles
• Familiarity with application support and production environments

Responsibilities

• Monitor incoming issues resolved by front-line Help Desk staff
• Diagnose root causes and resolve isolated issues
• Escalate customer issues to development staff
• Recommend product and process improvement strategies based on trends in field issues
• Collaborate with multiple groups to address complex issues, including replication, isolation, and identification of root causes
• Provide workarounds, testing, fixes, and patches as necessary
• Assist with the setup of staging or test environments

Qualifications

• Proven experience in a Help Desk or Application Support role
• Excellent bilingual communication skills
• Strong analytical and troubleshooting capabilities
• Ability to work effectively in a team-oriented environment

Education Requirements

• High school diploma or equivalent required
• Associate’s degree or higher in a relevant field preferred

Education Requirements Credential Category

• Technical or vocational training in IT support, software, or related field

Experience Requirements

• Previous experience in a Help Desk or customer support role
• Familiarity with application support processes and production environments

Why work in Durham County, NC

Durham County, NC, is known for its rich history and vibrant community. The area offers a blend of urban and rural experiences, with access to numerous parks, cultural attractions, and a thriving culinary scene. Durham is also home to highly regarded educational institutions and provides a supportive environment for professional growth and development.