Customer Support Analyst

Customer Support AnalystClient: FL State AgencyPosition: Customer Support AnalystTerm: 9-month contract with renewal in July 2027Pay: $45/Hr - $50/HR based upon experienceLocation: On Site - Tallahassee, FLWork Authorization: ONLY USC and GC holder with perm residenceEducation: Bachelor's from 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.Experience:2+ years of experience supporting tier 1 and tier 2 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 with 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; andExperience documenting business and technical issues in a clear, concise manner.Preferred Qualifications - Knowledge of IT Service Management (ITSM) principles, incident management, problem management, change management and large-scale deploymentsResponsibilities: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.