Job Description
Role: Help Desk/Application Support
Location: Raleigh, NC (Hybrid)
Duration: 12+ Month
Type: Contract
Job descriptions:
Overview:
Location: Raleigh, NC (Hybrid)
Duration: 12+ Month
Type: Contract
Job descriptions:
Overview:
- Senior Application/Production Support role for the Child Welfare/PATH NC application.
- Provides expert-level guidance to external customers, county leadership, and service providers using the system.
- Requires advanced customer service, analytical, and leadership capabilities.
- Extensive knowledge of North Carolina's Child Welfare program and related operational processes is strongly preferred.
- Focuses on high-impact application support, system reliability, and proactive issue prevention rather than hardware.
- Requires advanced technical proficiency, deep troubleshooting expertise, and the ability to mentor and guide junior staff.
- Oversee and support resolution of complex county issues escalated beyond front-line Help Desk capabilities.
- Perform advanced diagnostics to determine systemic or multi-layer root causes.
- Lead resolution efforts for high-severity or cross-county problems.
- Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams.
- Provide strategic recommendations for improving operational stability and reducing recurring issues.
- Partner closely with business owners, architecture teams, developers, QA, and cross-agency stakeholders to analyze and resolve complex problems.
- Reproduce, isolate, and document high-complexity defects, system behavior anomalies, and performance issues.
- Recommend strategic product, workflow, or process improvements based on long-term trend analysis and emerging patterns.
- Mentor junior team members and foster cross-team knowledge sharing.
- Act as a liaison between Business, Program Management, and System
- Development, A&I Technical Architecture, county leadership, and other partners.
- Support the coordination and implementation of system change requests.
- Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders.
- Experience and knowledge of browser-based applications
Experience researching, analyzing and interpreting automated system problems. - Experience working in an Application Support-based (not hardware) help desk environment.
- Working knowledge of social services and Child Welfare program.
- Working knowledge of the PATH NC application and functionality.
- Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.
Numbers & Facts
| Location | Raleigh, NC |
| Industry | Computer/IT Services |
| Company Size | 20 to 49 employees |
| Year Founded | 2002 |
| Website | http://crescensinc.com/ |
About Company
Crescens Inc. is an industry leader in providing IT staffing services and tailored workforce solutions to meet the demanding expectations and distinctive needs of clients across the United States and Canada. We have grown tremendously in the past years and have been applauded by our clients for the quality of workforce and the quick turnaround time. We have evolved from good service to great service and all management plans are geared towards quality.
Our vision is to be the best in Talent Acquisition and strive for excellence consistently by focusing on four performance dimensions; Quality, Efficiency, Cost and Risk. A satisfied client and candidate are the backbone to our continued success. Headquartered in New Jersey, we are a team with unique expertise to deliver exceptional results to our clients by setting benchmarks and establishing best practices.
Skills
- Analysis Skillsunmatched
- Business Architectureunmatched
- Change Requests/Ordersunmatched
- Child Protection/Welfareunmatched
- Community and Social Servicesunmatched
- Customer Support/Serviceunmatched
- Help Deskunmatched
- Help Desk Softwareunmatched
- Identify Issuesunmatched
- Leadershipunmatched
- Mentoringunmatched
- Operational Improvementunmatched
- Operations Processesunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Project/Program Managementunmatched
- Quality Assuranceunmatched
- Risk Analysisunmatched
- Social Workunmatched
- Software Administrationunmatched
- Systems Reliabilityunmatched
- Trend Analysisunmatched
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