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.