Technical Application Support Analyst

Technical Application Support Analyst (Tier 2–3) Pay: $35/hr – $38/hr Location: Onsite in Tallahassee, FL Schedule: Standard business hours with occasional backup support coverage Overview This role serves as an escalation point for vendor-supported and business-critical applications. You’ll work closely with end users, internal IT teams, and third‑party vendors to resolve issues, manage support cases, and improve application reliability and support processes. Key Responsibilities Provide Tier 2 and Tier 3 support for vendor-hosted and business-critical applications Coordinate troubleshooting between users, internal IT teams, and software vendors Track and manage vendor support cases through resolution using a ticketing system Troubleshoot issues across Windows OS, Microsoft 365, Active Directory, VPNs, printers, peripherals, and remote access tools Analyze recurring issues and recommend operational or technical improvements Maintain accurate documentation in ticketing and knowledge management systems Escalate high-impact or unresolved issues as appropriate and communicate status professionally Vendor & Application Support Work directly with third-party software vendors and external support providers Assist with gathering technical and business requirements for RFQs and vendor evaluations Review vendor documentation, proposals, support models, and escalation processes Required Qualifications Bachelor’s degree in Computer Science, Information Systems, or related field OR four (4) years of equivalent experience Four (4) years of IT support, help desk, or application support experience Experience supporting vendor-hosted or third-party applications Experience with ServiceNow or similar ticketing systems Working knowledge of Windows OS, Microsoft 365, Active Directory, networking basics, and VPNs Experience in Tier 2, Tier 3, or escalation support roles One or more IT certifications (CompTIA, Microsoft, ITIL, or similar)