Senior Technical Support Analyst

ASSYST is seeking a Senior Technical Support Analyst to support our client project in Tallahassee, Florida.

This position is onsite

Scope of Work:

• The Senior Technical Support Analyst will provide advanced, customer-focused post-procurement technical support for enterprise applications, integrated solutions, and end-user environments.
• This role will act as the primary liaison bridging communication among customers, internal IT teams, third-party vendors, and systems and development resources to guarantee successful implementation, troubleshooting, and ongoing support for business-critical systems.
• The role demands broad technical knowledge across multiple platforms, strong analytical and communication skills, and experience supporting complex enterprise environments.
• The Senior Technical Support Analyst will be responsible for analyzing customer business and technical requirements, resolving escalated technical issues, coordinating vendor support activities, and contributing to solution configuration and implementation efforts.
• The Senior Technical Support Analyst will also provide advanced escalation support to help desk operations and act as a senior technical resource for Tier 1 and Tier 2 personnel.

Job responsibilities:

• Serve as the primary support contact for vendor-supported and business-critical applications;
• Coordinate troubleshooting efforts between end users, internal IT staff, and third-party software vendors;
• Track, document, and manage vendor support cases through resolution;
• Analyze recurring application issues and identify operational or technical improvement opportunities;
• Assist IT leadership and procurement teams with gathering business and technical requirements for Request for Quotes (RFQs) and vendor evaluations;
• Help identify agency operational needs, workflow considerations, support requirements, and integration dependencies for new or existing applications;
• Provide insight into application support models, licensing considerations, escalation processes, and vendor responsiveness;
• Assist in reviewing vendor proposals, technical documentation, and solution capabilities to ensure alignment with agency requirements;
• Handle escalated Tier 2 and Tier 3 help desk tickets involving software, hardware, account access, and application support;
• Provide backup phone and remote support coverage when needed;
• Troubleshoot, diagnose, and resolve technical issues across Windows Operating Systems (OS), Microsoft 365, Active Directory, Virtual Private Network (VPN)connectivity, printers and peripherals, remote access tools, and vendor-hosted applications;
• Maintain accurate documentation within the ticketing and knowledge management systems;
• Escalate unresolved and high-impact issues to IT leadership, vendors, or engineering resources as appropriate; and
• Support a positive customer experience through professional and timely communication.

Required Qualifications:

• A minimum of four (4) years of IT support, help desk, application support, or related technical experience;
• Experience supporting vendor-hosted or third-party business applications;
• Experience coordinating directly with software vendors and external support providers;
• Experience using ServiceNow or similar IT service management/ticketing systems;
• Strong troubleshooting, analytical, and problem-solving skills;
• Strong understanding of application support processes and end-user operational needs;
• Excellent written and verbal communication skills;
• Strong documentation and organizational skills with attention to detail;
• Ability to clearly document troubleshooting activities, business requirements, vendor communications, and issue resolutions;
• Working knowledge of Windows OS, Microsoft 365, Active Directory, basic networking concepts, VPN, and remote connectivity tools; and
• Ability to manage multiple priorities in a fast-paced support environment.
• A bachelor’s degree from an accredited college or university in Computer Science, Information Systems, 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.

Preferred Qualifications:

• Experience in a Tier 2, Tier 3, or escalation support role;
• Experience supporting procurement, RFQ, or software evaluation efforts;
• Experience supporting business-critical or enterprise applications;
• Familiarity with application integrations, user workflows, and operational support requirements;
• Possess one or more industry-standard IT certifications, such as Computing Technology Industry Association (CompTIA) A+, Network+, Security+, Microsoft Certified credentials, or Information Technology Infrastructure Library (ITIL); and
• Experience working in state government environments.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law