Senior Help Desk Analyst
*This is a hybrid position.
*Local to the Raleigh, NC area only, please.
Description:
- Our client is seeking a Senior Help Desk Analyst to help spearhead production support analysis and resolution of client-specific program issues.
- Provides expert-level guidance to external customers, county leadership, and service providers using the system.
- Requires advanced customer service, analytical, and leadership capabilities.
- Extensive knowledge of North Carolina’s Child Welfare program and related operational processes is strongly preferred.
- Focuses on high?impact application support, system reliability, and proactive issue prevention rather than hardware.
- Requires advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor and guide junior staff.
Operations & Maintenance (O&M) Support Responsibilities
- Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities.
- Perform advanced diagnostics to determine systemic or multi?layer root causes.
- Lead resolution efforts for high-severity or cross-county problems.
- Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams.
- Provide strategic recommendations for improving operational stability and reducing recurring issues.
Technical & Cross-Team Collaboration
- Partner closely with business owners, architecture teams, developers, QA, and cross?agency stakeholders to analyze and resolve complex problems.
- Reproduce, isolate, and document high?complexity defects, system behavior anomalies, and performance issues.
- Recommend strategic product, workflow, or process improvements based on long-term trend analysis and emerging patterns.
- Mentor junior team members and foster cross?team knowledge sharing.
Coordination & Communication
- Act as a liaison between Business, Program Management, System Development, A&I Technical Architecture, county leadership, and other partners.
- Support the coordination and implementation of system change requests.
- Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders.
Required Skills/Knowledge/Experience:
- Experience and knowledge of browser-based applications, Required 7 Years
- Experience researching, analyzing and interpreting automated system problems., Required 7 Years
- Experience working in an Application Support-based (not hardware) help desk environment., Required 6 Years
- Working knowledge of social services and Child Welfare program., Highly desired 5 Years
- Working knowledge of the PATH NC application and functionality., Highly desired 1 Years
- Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 7 Years
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