IT Help Desk Analyst Lvl App Support (NC798021)

IT Help Desk Analyst Lvl App Support (NC798021)


Job Details:


This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming county issues that cannot be resolved by front-line Help Desk staff, by diagnosing the root cause and resolving isolated issues or, if required, escalating system issues to developer staff. 




These positions work closely with business and technical teams to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be referred to specialized business/policy staff or software developers.



Positions work with multiple groups to work through complex issues that include replicating, isolating, and identifying a root cause while providing temporary process changes and testing, fixes, and patches, and may assist with the setup of staging or test environments.



Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues. 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.