What are the responsibilities and job description for the Help Desk / IT Support / Customer Service / Service Support Analyst position at Stellar IT Solution?
09/17/2026
Position: NCDHHS - Service Support Analyst- Mid Level
Location: 1915 Health Services Way Raleigh, NC Hybrid
Duration: 12 Months
Job Description:
CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of PATH NC issues.
Complete Description:
Overview
- Application/Production Support role for the Child Welfare/PATH NC application.
- Provides assistance to external customers and service providers using the system.
- Requires strong customer service skills.
- A working knowledge of North Carolina’s Child Welfare program is highly desired.
- Focuses on application support rather than hardware.
- Requires moderate technical and troubleshooting experience.
Operations & Maintenance (O&M) Support Responsibilities
- Monitor and address county issues that front-line Help Desk staff cannot resolve.
- Diagnose issues to determine root causes.
- Resolve isolated problems when possible.
- Escalate broader or system-level issues to the development team as needed.
Technical & Cross-Team Collaboration
- Work closely with business and technical teams to troubleshoot and analyze issues.
- Reproduce, isolate, and document complex problems.
- Provide resolutions using temporary process changes and support testing of fixes and patches.
- Assist with staging or test environment setup when required.
- Recommend product or process improvements based on observed trends or patterns.
Coordination & Communication
- Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
- Support the coordination, budgeting, approval, and implementation of system change requests.
Skills:
|
Skill |
Required / Desired |
Amount of Experience |
Consultant’s Experience |
|
Experience and knowledge of browser-based applications. |
Required |
3 |
Years |
|
Experience researching, analyzing and interpreting automated system problems. |
Required |
5 |
Years |
|
Experience working in an Application Support-based (not hardware) help desk environment. |
Required |
3 |
Years |
|
Working knowledge of social services and Child Welfare program. |
Desired |
2 |
Years |
|
Broad knowledge of the PATH NC application and functionality. |
Desired |
1 |
Years |
|
Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. |
Required |
3 |
Years |
Salary : $20 - $22