Job Description
Job Description
We are looking for an experienced Technical Support Analyst to support end users and help maintain stable day-to-day operations for a critical business application in Tallahassee, Florida. This Long-term Contract position is ideal for someone who combines strong customer service with analytical thinking and can work effectively in a fast-paced production support environment. The role focuses on issue investigation, ticket coordination, troubleshooting, and clear communication with users, internal teams, and external vendors.
Responsibilities:
• Manage incoming support requests by reviewing, categorizing, and routing incidents based on urgency, impact, and business need.
• Communicate with users to collect complete issue details, clarify symptoms, and record the operational effect of reported problems.
• Perform Tier 1 and Tier 2 troubleshooting to resolve common application and technical issues using established support practices and reference materials.
• Open and coordinate vendor cases for defects or problems that require third-party involvement, ensuring follow-up through closure.
• Work closely with technical teams, business analysts, infrastructure personnel, and external partners to move issues toward timely resolution.
• Track incidents throughout the support lifecycle and help maintain compliance with service level expectations.
• Keep records in the incident management system accurate, current, and detailed to support reporting and knowledge sharing.
• Create and refine knowledge articles, support documentation, and standard operating procedures to improve consistency and efficiency.
• Identify repeat incidents, analyze support patterns, and recommend process improvements that reduce disruption and strengthen production support.
• Assist with release activities, validation efforts, and post-implementation support during phased production rollouts.
• Demonstrated experience in customer support, service desk, or production support roles within a business or technical environment.
• Strong ability to troubleshoot issues, assess priorities, and determine appropriate next steps for incident resolution.
• Experience documenting incidents, procedures, and support outcomes with accuracy and attention to detail.
• Ability to collaborate effectively with end users, technical teams, business stakeholders, and third-party vendors.
• Working knowledge of Tier 1 and Tier 2 support practices, ticket triage, and service level management.
• Skill in identifying recurring problems, interpreting support trends, and contributing to process improvement efforts.
• Clear written and verbal communication skills, with the ability to explain technical issues in user-friendly terms.
• Ability to support production releases, validation activities, and high-volume ticket environments with flexibility and organization.