Help Desk / IT Support / Customer Service / Service Support Analyst

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