Quantam Solutions provides IT solutions and consulting for the State of North Carolina. We offer a competitive hourly wage, health benefits, paid time off, and a 401(k) plan. We're currently seeking a Bilingual Help Desk Analyst for the State of North Carolina’s Families Accessing Services through Technology (NCFAST). Candidates must be able to work a hybrid work schedule in Durham, NC.

JOB DESCRIPTION:

The NC Department of Health and Human Services, the Office of NC FAST is seeking the services of two (2) Bilingual Application/Production Support Help Desk Analysts to assist with production support analysis and resolution of escalated Help Desk tickets.

This is an Application/Production Support position where the selected candidate will support the NC FAST 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 a 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.

SKILL SET COMPARISON:

· Required (5 Years): Experience and knowledge of browser-based applications.

· Required (5 Years): Experience researching, analyzing, and interpreting automated system problems.

· Required (5 Years): Experience working in an Application/Production Support based (not hardware) help desk environment.

· Desired (5 Years): Working knowledge of Social Services and Medicaid programs and systems.

· Desired (5 Years): Broad knowledge of the NC FAST application and functionality.

· Highly Desired (5 Years): Experience writing and running SQL queries.

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

· Required: English/Spanish Bilingual required.

Job Types: Full-time, Contract

Pay: $20.43 - $23.43 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 4 years
• 5 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person