Help Desk Analyst-Bilingual

The NC Department of Health and Human Services the Office of NC FAST is seeking the services of two (2) Bilingual Application/Production Support Help Desk Analysts to assist with production support analysis and resolution of escalated Help Desk tickets.

• This is an Application/Production Support position where the selected candidate will support the NC FAST application by assisting outside customers/agents who are accessing the system.
• This role requires someone who has a high level of customer experience and who is bilingual English and Spanish.
• This is software based help desk role.
• Each position will act as a member of the Operations and Maintenance Support Team.
• These positions will be liaisons between Business Program Management System Development and A&I Tech Architects to coordinate system change requests that need to be created budgeted approved and implemented.
• By working closely with business and technical teams to troubleshoot issues focus is placed on determining the root cause and preventing recurrences.
• Unresolved issues may need to be escalated to business/policy staff software developers and/or client implementation specialists.

Responsibilities include:

• Monitoring incoming issues that are resolved by the front line Help Desk staff
• Diagnosing the root cause and resolving isolated issues
• Escalating customer issues to development staff
• Recommending product and process improvement strategies based on perceived trends or patterns in field issues
• Working 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.
• May assist with the setup of staging or test environments.