Customer Support Analyst

Position: Customer Support Analyst Location: Tallahassee, Florida Duration: 8 Months Job Summary Receive, review, triage, and manage high-volume incoming service desk tickets. Communicate directly with end users to gather information, clarify issues, and document business impacts. Analyze and prioritize reported problems, assigning them to appropriate technical or vendor teams. Resolve routine technical issues using documented procedures and knowledge articles (Tier 1 & Tier 2 support). Create and manage vendor support tickets for software defects, escalating as needed. Monitor ticket progress to ensure timely resolution and adherence to service level agreements. Maintain accurate and detailed documentation in the incident management system. Develop and update knowledge articles and standard operating procedures. Identify recurring issues and recommend process improvements. Assist with production releases, validation activities, and post-implementation support. Prepare reports on support trends, recurring incidents, and production system health. Optimize support queue management to improve response times. Conduct technical root cause analysis on recurring incidents. Collaborate with internal teams, business analysts, infrastructure staff, and third-party vendors. Demonstrate adaptability during evolving software rollouts in a fast-paced environment. Required Qualifications Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or four years equivalent experience. At least two years of IT work experience supporting enterprise software applications. Experience in Help Desk/IT Support environments and use of ticket management systems (e.g., ServiceNow, Azure DevOps, Jira, Remedy). Strong analytical, troubleshooting, verbal, and written communication skills. Ability to work effectively with both technical and non-technical users. Experience documenting business and technical issues clearly and concisely. Must pass Level II Background Check and Security Awareness Training. Preferred Qualifications Knowledge of IT Service Management (ITSM), incident/problem/change management. Proven experience supporting large-scale, phased deployments of custom or greenfield enterprise solutions.