Customer Support Analyst
Qode•Florida, FL
•Onsite
About The Position
This is a 9-month contract position with renewal potential in July 2027 for a Customer Support Analyst at an FL State Agency. The role is on-site in Tallahassee, FL, and requires a Bachelor's degree in a related field or equivalent work experience. The analyst will provide Tier 1 and Tier 2 support for enterprise software applications, manage service desk tickets, troubleshoot issues, and collaborate with internal teams and vendors.
Requirements
- 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
- 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 skills
- 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
- Experience documenting business and technical issues in a clear, concise manner
Nice To Haves
- Knowledge of IT Service Management (ITSM) principles, incident management, problem management, change management and large-scale deployments
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
