Help Desk Analyst-Bilingual (Hybrid)

Job Title: Help Desk Analyst-Bilingual (HYBRID)

Location: Durham NC

Duration: 12+ Months

Job Description:

This is an Application/Production Support position where the selected candidate will support the client 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.

Skills:

Skill

Required / Desired

Amount

of Experience

Experience and knowledge of browser-based applications.

Required

5

Years

Experience researching, analyzing and interpreting automated system problems.

Required

5

Years

Experience working in a Application/Production Support based (not hardware) Help Desk environment.

Required

5

Years

Working knowledge of Social Services and Medicaid programs and systems.

Desired

5

Years

Broad knowledge of the NC FAST application and functionality.

Desired

5

Years

Experience writing and running SQL queries.

Highly desired

5

Years

Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.

Required

English/Spanish Bilingual required

Required