Help Desk Analyst
Vista Applied Solutions Group Inc, Raleigh, NC, United States
Job Title:
Help Desk Analyst (Mid-Level – Application Support)
Duration:
12 Months Contract
Key Responsibilities:
Provide application support for CWS/PATH users, including external customers and service providers.
Monitor and manage incoming issues escalated from Tier 1 Help Desk.
Diagnose, troubleshoot, and resolve application-related issues; escape to development teams when necessary.
Perform root cause analysis to prevent recurring issues.
Collaborate with business, technical, and development teams to resolve complex problems.
Replicate, isolate, and identify system issues and implement temporary workarounds where needed.
Assist in testing fixes, patches, and enhancements in staging/test environments.
Recommend process and product improvements based on issue trends and patterns.
Act as a liaison between Business, Program Management, Development Teams, and Technical Architects.
Support system change requests through coordination, documentation, and implementation phases.
Required Skills & Experience:
5+ years of experience researching, analyzing, and interpreting system issues.
3+ years of experience in application/production support help desk environments (non-hardware).
3+ years of experience in customer service (phone-based support preferred).
Strong problem-solving, analytical, and communication skills.
Ability to respond quickly and effectively to customer inquiries.
Desired Skills & Experience:
3+ years of experience in social services or subsidized Child Care/Provider systems.
Knowledge of CWIS/PATH NC application functionality.
5+ years of experience writing and executing SQL queries.
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Help Desk Analyst (Mid-Level – Application Support)
Duration:
12 Months Contract
Key Responsibilities:
Provide application support for CWS/PATH users, including external customers and service providers.
Monitor and manage incoming issues escalated from Tier 1 Help Desk.
Diagnose, troubleshoot, and resolve application-related issues; escape to development teams when necessary.
Perform root cause analysis to prevent recurring issues.
Collaborate with business, technical, and development teams to resolve complex problems.
Replicate, isolate, and identify system issues and implement temporary workarounds where needed.
Assist in testing fixes, patches, and enhancements in staging/test environments.
Recommend process and product improvements based on issue trends and patterns.
Act as a liaison between Business, Program Management, Development Teams, and Technical Architects.
Support system change requests through coordination, documentation, and implementation phases.
Required Skills & Experience:
5+ years of experience researching, analyzing, and interpreting system issues.
3+ years of experience in application/production support help desk environments (non-hardware).
3+ years of experience in customer service (phone-based support preferred).
Strong problem-solving, analytical, and communication skills.
Ability to respond quickly and effectively to customer inquiries.
Desired Skills & Experience:
3+ years of experience in social services or subsidized Child Care/Provider systems.
Knowledge of CWIS/PATH NC application functionality.
5+ years of experience writing and executing SQL queries.
#J-18808-Ljbffr