Help Desk Analyst Mid-App Support (ONSITE)

Job Title: Help Desk Analyst Mid-App Support (ONSITE)

Location: Durham, NC

Duration: 12 Month

Job Description:

The client requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of client provider issues.

This is an Application/Production Support position where selected candidates will support the client application by assisting outside customers/service providers who are accessing the system. This role also requires a high level of customer experience and is not a hardware-based help desk role.

• This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming service provider issues that cannot be resolved by front-line Help Desk staff, by diagnosing the root cause and resolving isolated issues or, if required, escalating provider issues to development staff.
• These positions work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence.
• Issues may be referred to specialized business/policy staff, software developers, and/or client implementation specialists.
• Positions work 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, and may assist with the setup of staging or test environments.
• Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues.
• These positions will be a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved, and implemented.

Skills: