Service Support Analyst- Mid Level

Job Overview:

Pay Range: $20.00hr - $22.00hr

Requirement/Must Have:

• 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.
• Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.
• Ability to attend an in-person interview.
• Ability to work onsite at least 2 days per week.

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.
• 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.
• Serve as a liaison between Business, Program Management, System Development, and Technical Architecture teams.
• Support the coordination, budgeting, approval, and implementation of system change requests.
• Provide assistance to external customers and service providers using the system.

Nice to Have:

• Working knowledge of social services and Child Welfare program.
• Broad knowledge of the PATH Client application and functionality.

Skills:

• Application Support.
• Production Support.
• Troubleshooting.
• Customer Service.
• Browser-based Applications.
• System Analysis.

Qualification And Education:

• Strong verbal and written communication skills.
• Moderate technical and troubleshooting experience.