Client FL State AgencyPosition Customer Support AnalystTerm 9month contract with renewal in July 2027Paynbsp45Hr 50HR based upon experienceLocation On Site Tallahassee FLWork Authorization ONLY USC and GC holder with perm residenceEducation Bachelors 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 requirednbspExperience2 years of experience supporting tier 1 and tier 2 enterprise software applicationsExperience working within a Help Desk Service Desk or IT Support environmentExperience using ticket management systems such as ServiceNow Azure DevOps Jira Remedy or similar platformsStrong analytical and troubleshooting with excellent verbal and written communication skillsDemonstrated ability to work effectively with both technical and nontechnical usersAbility to prioritize multiple competing requests in a fastpaced production environment andExperience documenting business and technical issues in a clear concise mannerPreferred Qualifications Knowledge of IT Service Management ITSM principles incident management problem management change management and largescale deploymentsResponsibilitiesServe as the primary point of contact for production support requestsReceive review and triage incoming service desk ticketsCommunicate directly with end users to gather additional information clarify reported issues and document business impactsAnalyze reported problems to determine severity priority and appropriate assignmentResolve routine issues using documented procedures and knowledge articlesCreate detailed vendor support tickets for software defects requiring thirdparty resolutionAssign and coordinate work with internal teams and vendorsMonitor support tickets through resolution while ensuring established SLAs are metMaintain accurate documentation within the incident management systemIdentify recurring issues and recommend opportunities for process improvementAssist with production releases validation activities and postimplementation supportPrepare reports on support trends recurring incidents and production healthExecute Tier 1 and 2 technical troubleshootingConduct technical root cause analysis on recurring incidents
Visit
Careersaas to find millions of new and unfilled roles, including thousands of remote and hybrid positions.
