Customer Support Analyst

About the role

Term: 9‑month contract with renewal in July 2027. Pay: $45‑$50 per hour based on experience. Location: On‑site, Tallahassee, FL. Work authorization: Only U.S. citizens and Green Card holders with permanent residence.

Requirements

• Education: Bachelor’s 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.
• Experience: 2+ years supporting tier 1 and tier 2 enterprise software applications; experience in a Help Desk, Service Desk, or IT Support environment; experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms.

Skills

• Strong analytical and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Ability to work effectively with both technical and non‑technical users.
• Ability to prioritize multiple competing requests in a fast‑paced production environment.
• Experience documenting business and technical issues clearly and concisely.

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.

Qualifications (Preferred)

• Knowledge of IT Service Management (ITSM) principles, including incident management, problem management, change management, and large‑scale deployments.