Desktop Support Engineer with case management, troubleshooting and social services/healthcare experience

Job ID: NC-580648 (93991127)

Desktop Support Engineer with case management, troubleshooting and social services/healthcare experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Interview: In-person or webcam
Visa: any
Documents: ertr/resume template
** Please Note: Extensive statewide travel is required up to 80% of the time. Work hours may occasionally include evenings and weekends. Details regarding expenses included below.**

Skill Required / Desired Amount of Experience
Experience effectively troubleshooting end-user issues in browser-based applications. Required 5 Years
Experience researching, analyzing and interpreting automated system problems. Required 5 Years
Experience providing detailed feedback (written and verbal) on technical issues to end-users, management and stakeholders. Required 5 Years
Broad knowledge of social services/pubic service agencies with technical or direct experience within an organization. Highly desired 3 Years
Experience with in-person customer service in which research and timely responses are critical Required 5 Years
Experience navigating complex, rules based systems to identify and resolve user errors, mitigating the need to submit Help Desk tickets. Required 5 Years
Experience providing detailed guidance to end-users, referring them to published resourced designed to improve work flow and productivity. Required 5 Years
Experience with strategic planning, change management, and transition planning Highly desired 3 Years
Extensive statewide travel is required up to 80% of the time. Work hours may occasionally include evenings and weekends. Required
Position requires statewide travel. Valid Driver’s License and reliable transportation required. Required

This role is an NC FAST Readiness Liaison to provide on-site support for county department of social services NC FAST users as they learn the NC FAST Case Management System. This position uses knowledge of NC FAST functionality, as well as understanding of how counties provide delivery of services to guide new users in correct navigation and submission of case data in the system. This role uses excellent written and verbal skills to effectively coach and communicate information as well as to escalate issues to management as they arise. This role may coordinate with other NC FAST business team and project team members to troubleshoot, replicate and report errors and/or unexpected outcomes within the system. The County Support Liaison acts as an integral part of Readiness and Implementation Support initiatives to facilitate meetings, conferences, and other activities to advocate for and foster effective communication, and maintain communication with state and county staff to clarify statutory, policy and procedures concerns impacting or related to one or more program areas. Extensive statewide travel is required up to 70% of the time. Work hours may occasionally include evenings and weekends.

Expense Information:
Travel expenses are reimbursed using the state’s protocol for submitting expenses after travel. Per diem is paid directly to the contractor, most hotel expenses are direct billed to the state resulting in no out of pocket for the contractor. The contractor will, at the direction of management, either ride with an employee driving a state car or drive their personal vehicle and be reimbursed mileage after travel.

NC_Resume_Template-580648.doc

E-RTR-580648-epchelp.doc

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