Customer Support Analyst (On-Site)

Join Our Team

Do you want to make an impact on the world around you? The work we do at Kyra Solutions directly impacts government entities and the citizens they serve. In Transportation practice, our solutions are designed to save lives on the roadways and in our Regulatory practice, we are designing solutions to make government digital for your accessibility. Kyra works hard to offer long-term growth potential, competitive wages, and continuous professional development for our employees.

Title: Customer Support Analyst (On-Site)

Location: Tallahassee, FL 32301 || Duration: Long-Term

Required Skills and Experience

* Typically has two (2) years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products, problem-solving, and troubleshooting skills.
* Experience supporting 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 skills;
* 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 Skills and Experience

* Knowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and
* Proven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.

Primary Responsibilities

* Serve as the primary point of contact for production support requests related to CIMS;
* 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 technical teams, business analysts, infrastructure staff, and vendors;
* Monitor support tickets through resolution while ensuring established service level expectations are met;
* Maintain accurate documentation within the incident management system;
* Develop and update knowledge articles and standard operating procedures;
* 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;
* Manage vendor relationships and escalate complex software defects;
* Perform high-volume ticket deduplication for a massive user base;
* Demonstrate adaptability and flexibility during phased software rollouts;
* Optimize queue management workflows to improve response times; and
* Conduct technical root cause analysis on recurring incidents.

Education

* A bachelors degree from an 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. Relevant experience may be substituted for education on a year-for-year basis when applicable.

If you are interested in furthering your career with Kyra and help us improve the way governments serve their citizens, please send your resume, and make sure to include salary expectation, availability, and contact information. You do not want to miss this opportunity!

Why Kyra?

Founded in 1997, Kyra Solutions is a national leader of transportation technology and regulatory solutions in government. We specialize in the art and science of digital transformation in government. Our commitment to providing the highest level of service and tailored solutions has supported our consistent double-digit growth for over a decade. We are headquartered in the greater Tampa Bay area with other offices across Florida and an innovation center in Silicon Valley, CA.

Because of our dedication to our employees, we have won one of the Best Companies to Work for in Florida 3 years in a row by Florida Trend magazine. Kyra has won numerous other awards including the coveted INC magazine's recognition as one of America's Fastest Growing Companies several years in a row. Kyra's commitment to our employees, to best practices in project management and business analysis, and to solution development has led to our achievement in becoming the first Project Management Institute certified company in Florida. Our proven successful track record has resulted in several prestigious awards including the State of Florida's Diversity Business of the Year Award. We are proud to be a sponsor for the TaxWatch Productivity Awards and partner to Florida TaxWatch.

Background & References

Verifiable professional references will be required along with the resume; however, references will be checked/contacted after the interview and before the project starts. Level two background check will be done on the selected candidate for employment, criminal (State & Federal), education, and others as mandated by the client. Please make sure your resume and all other information provided are accurate. Any misrepresentation will mean permanent disqualification by the client. Equal employment opportunity employer.