Help Desk Analyst

Help Desk AnalystLocation: Research Triangle Park, Durham NCDuration: 6 MonthsResponsibilities include:Monitoring incoming issues that are resolved by the front line Help Desk staffDiagnosing the root cause and resolving isolated issuesEscalating customer issues to development staffRecommending product and process improvement strategies based on perceived trends or patterns in field issuesWorking 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.Skill - Required / Desired - Amount - of ExperienceExperience and knowledge of browser-based applications. - Required - 5 YearsExperience researching, analyzing and interpreting automated system problems. - Required - 5 YearsExperience working in a Application/Production Support based (not hardware) help desk environment. - Required - 5 YearsWorking knowledge of Social Services and Medicaid programs and systems. - Desired - 5 YearsBroad knowledge of the NC FAST application and functionality. - Desired - 5 YearsExperience writing and running SQL queries. - Highly desired - 5 YearsExperience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions. - Required