Application/Production Support Help Desk Analyst - Durham NC/On-Site
Company: STI
Location: Durham
Posted on: April 1, 2026
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Job Description:
Application/Production Support Help Desk Analyst Research
Triangle Park, Durham NC 6 Months Some local travel may be required
in performance of the work NC FAST requires the services of an
Application/Production Support Help Desk analyst to assist with
production support analysis and resolution of NC FAST provider
issues. This is an Application/Production Support position where
selected candidates will support the NC FAST application by
assisting outside customers/service providers who are accessing the
system. This role also requires a high level of customer
experience, and is not a hardware based help desk role. This
position act sas a member of the Operations and Maintenance Support
Team responsible for monitoring incoming service provider issues
unable to be resolved by front line Help Desk staff by diagnosing
the root cause and resolving isolated issues or, if required,
escalating provider issues to development staff. These positions
works 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, software developers and/or client implementation
specialists. Positions work with multiple groups to work through
complex issues that include replicating, isolating and identifying
a root cause while providing workarounds and testing, fixes, and
patches, and may assist with 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.
Keywords: STI, Greensboro , Application/Production Support Help Desk Analyst - Durham NC/On-Site, IT / Software / Systems , Durham, North Carolina
