Help Desk

For more details, please connect with Shweta Patel or email at [email protected]

End Client: State of North Carolina
Job Title: Help Desk Analyst

Duration: 10+ Months

Start Date: ASAP

Location: Research Triangle Park, Durham NC - 27709 - Hybrid

Position Type: Contract
No. of Hours- 40/hrs

Interview Type: Webcam

Requirement ID: (775647)

Ceipal ID: SNC_HD647_SP

Department : NCFAST Mid-App Support

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

This is an Application/Production Support position where selected candidates will support the CWS/PATH NC 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.

Required Skills:

• 3 Years Experience and knowledge of browser-based applications. - Required
• 5 Years Experience researching, analyzing and interpreting automated system problems. - Required
• 3 Years Experience working in a Application/Production Support based (not hardware) help desk environment. - Required
• 3 Years Working knowledge of social services and subsidized Child Care / Providers. - Desired
• 3 Years Broad knowledge of the CWIS/PATH NC application and functionality. - Desired
• 5 Years Experience writing and running SQL queries. - Desired
• 3 Years Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions. - Required

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V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/contracts with the following states: CA, FL, GA, MD, MI, NC, NY, OH, OR, PA,TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.

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