Technical Support Analyst

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.

Requirements

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.

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