NCDHHS – Service Support Analyst- Mid Level

IT
September 11, 2026
$0 - $33 / hour

Job Overview

  • Date Posted
    September 11, 2026
  • Offered Salary
    $0 - $33 / hour
  • Expiration date
    September 17, 2026
  • Job Status
    Open
  • Requisition ID
    808877
  • Working Type
    Hybrid
  • Duration
    12 Months and 4 Days
  • Interview Type
    Webcam Interview Only
  • Work Address
    1915 Health Services Way Raleigh, NC

Job 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.

Responsibilities and required skills

Experience and knowledge of browser-based applications. (3 Years)
Experience researching, analyzing and interpreting automated system problems. (5 Years)
Experience working in an Application Support-based (not hardware) help desk environment. (3 Years)
Working knowledge of social services and Child Welfare program. (2 Years)
Broad knowledge of the PATH NC application and functionality. (1 Years)
Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. (3 Years)

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