What are the responsibilities and job description for the Help Desk Analyst position at Vista Applied Solutions Group Inc?
Job Title: Help Desk Analyst (Mid-Level – Application Support)
Location: Raleigh, NC (Hybrid)
Duration: 12 Months Contract
Key Responsibilities:
- Provide application support for CWS/PATH users, including external customers and service providers.
- Monitor and manage incoming issues escalated from Tier 1 Help Desk.
- Diagnose, troubleshoot, and resolve application-related issues; escalate to development teams when necessary.
- Perform root cause analysis to prevent recurring issues.
- Collaborate with business, technical, and development teams to resolve complex problems.
- Replicate, isolate, and identify system issues and implement temporary workarounds where needed.
- Assist in testing fixes, patches, and enhancements in staging/test environments.
- Recommend process and product improvements based on issue trends and patterns.
- Act as a liaison between Business, Program Management, Development Teams, and Technical Architects.
- Support system change requests through coordination, documentation, and implementation phases.
Required Skills & Experience:
- 3 years of experience with browser-based applications.
- 5 years of experience researching, analyzing, and interpreting system issues.
- 3 years of experience in application/production support help desk environments (non-hardware).
- 3 years of experience in customer service (phone-based support preferred).
- Strong problem-solving, analytical, and communication skills.
- Ability to respond quickly and effectively to customer inquiries.
Desired Skills & Experience:
- 3 years of experience in social services or subsidized Child Care/Provider systems.
- Knowledge of CWIS/PATH NC application functionality.
- 5 years of experience writing and executing SQL queries.