Customer Support Analyst

Client: FL State Agency

Position: Customer Support Analyst

Term: 9-month contract with renewal in July 2027

Pay: $45/Hr - $50/HR based upon experience

Location: On Site - Tallahassee, FL

Work Authorization: ONLY USC and GC holder with perm residence

Education: Bachelor’s from accredited college or university in Computer Science, Information Systems, Business Administration, or other related field, or four (4) years of equivalent work experience is required.

Experience:

• 2+ years of experience supporting tier 1 and tier 2 enterprise software applications ; • Experience working within a Help Desk, Service Desk, or IT Support environment; • Experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms; • Strong analytical and troubleshooting with excellent verbal and written communication skills; • Demonstrated ability to work effectively with both technical and non-technical users; • Ability to prioritize multiple competing requests in a fast-paced production environment; and • Experience documenting business and technical issues in a clear, concise manner. • Preferred Qualifications - Knowledge of IT Service Management (ITSM) principles, incident management, problem management, change management and large-scale deployments

Responsibilities:

• Serve as the primary point of contact for production support requests; • Receive, review, and triage incoming service desk tickets; • Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts; • Analyze reported problems to determine severity, priority, and appropriate assignment; • Resolve routine issues using documented procedures and knowledge articles; • Create detailed vendor support tickets for software defects requiring third-party resolution; • Assign and coordinate work with internal teams and vendors; • Monitor support tickets through resolution while ensuring established SLA's are met; • Maintain accurate documentation within the incident management system; • Identify recurring issues and recommend opportunities for process improvement; • Assist with production releases, validation activities, and post-implementation support; • Prepare reports on support trends, recurring incidents, and production health; • Execute Tier 1 and 2 technical troubleshooting; • Conduct technical root cause analysis on recurring incidents.