Request ID:59260
Title: Help Desk Analyst
location: , Durham NC,USA
Job description:
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. Some statewide travel may be involved to support county workers. This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming child welfare issues by diagnosing the root cause and resolving isolated issues or, if required, escalating user issues to development staff. This position requires understanding of child welfare policy and practice and works closely with business and technical teams as well as the child welfare section of the Division of Social Services to troubleshoot issues with a focus on determining root cause to prevent recurrence.
Required skills:
· Experience and knowledge of browser-based applications.
· Experience researching, analyzing and interpreting automated system problems.
· Experience working in a Application/Production Support based (not hardware) help desk environment.
· Advanced knowledge of child welfare policy and practice in NC such as Intake, Assessment, In-Home Services, Foster Care, CPS, Adoptions.
· Broad knowledge of the NC FAST application and functionality.
· Experience writing and running SQL queries.
· Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.
· Master's degree in social work from an accredited school of social work; or bachelor's degree in social work and one year related experience.