The NC Department of Health and Human Services, the Office of NC FAST is seeking the services of two (2) Bilingual Application/Production Support Help Desk Analysts to assist with production support analysis and resolution of escalated Help Desk tickets.

This is an Application/Production Support position where the selected candidate will support the NC FAST application by assisting outside customers/agents who are accessing the system. This role requires someone who has a high level of customer experience and who is bilingual, English and Spanish. This is software based help desk role.

Each position will act as a member of the Operations and Maintenance Support Team. These positions will be liaisons between Business, Program Management, System Development and A&I Tech Architects to coordinate system change requests that need to be created, budgeted, approved and implemented. By working closely with business and technical teams to troubleshoot issues, focus is placed on determining the root cause and preventing recurrences. Unresolved issues may need to be escalated to business/policy staff, software developers and/or client implementation specialists.

Responsibilities include:
-Monitoring incoming issues that are resolved by the front line Help Desk staff
-Diagnosing the root cause and resolving isolated issues
-Escalating customer issues to development staff
-Recommending product and process improvement strategies based on perceived trends or patterns in field issues
-Working 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. May assist with the setup of staging or test environments.

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Experience and knowledge of browser-based applications.	Required	5	Years
Experience researching, analyzing and interpreting automated system problems.	Required	5	Years
Experience working in a Application/Production Support based (not hardware) help desk environment.	Required	5	Years
Working knowledge of Social Services and Medicaid programs and systems.	Desired	5	Years
Broad knowledge of the NC FAST application and functionality.	Desired	5	Years
Experience writing and running SQL queries.	Highly desired	5	Years
Experience in phone based Customer Service focused roles, being able to think and respond quickly to customer questions.	Required	0
English/Spanish Bilingual required	Required	0

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	All work must be completed on site at the client's discretion. Onsite work MAY be required at some point and the selected candidate should be comfortable with onsite work. Do you accept this requirement?
Question3	Some local travel may be required in performance of the work. Do you accept this requirement?
Question4	Please list candidate's email address HERE that will be used when submitting E-RTR.
Question5	LOOKING FOR IMMEDIATE HIRE. Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question6	Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
Question7	Vendor must notify the agency if any portion of the requirements listed in this task order are to be outsourced to other countries. Do you accept this requirement?
Question8	Candidates submitted above the rate of - will not be considered. Do you accept this requirement?