Job Description
Job Description
We are looking for an experienced Application Support Analyst to support a high-visibility production environment in Tallahassee, Florida. This Long-term Contract opportunity is ideal for someone who can balance technical troubleshooting with responsive customer service while helping users navigate issues efficiently. In this role, you will partner with internal teams and external vendors to investigate incidents, maintain accurate support records, and contribute to stable system performance across a large user community.
Responsibilities:
• Manage incoming support requests by evaluating reported issues, organizing ticket queues, and directing incidents to the appropriate resources.
• Work closely with end users to collect complete issue details, confirm business impact, and ensure problem reports are clearly documented.
• Perform Tier 1 and Tier 2 troubleshooting for application, software, and basic hardware-related concerns using established support practices.
• Address routine incidents through documented resolutions and escalate more complex defects to vendors or specialized technical teams as needed.
• Oversee ticket progress from initial intake through closure, following service level expectations and keeping stakeholders informed of status updates.
• Maintain thorough records within the incident management system to support traceability, audit readiness, and knowledge sharing.
• Create and refine knowledge articles, support documentation, and standard operating procedures to improve consistency in issue resolution.
• Identify recurring support patterns, prepare trend reports, and recommend process improvements that reduce repeat incidents and improve production stability.
• Assist with release support activities, including validation efforts, production readiness checks, and post-implementation follow-up after deployments.
• At least 2 years of IT experience supporting hardware, software, or business applications in a production environment.
• Demonstrated ability to troubleshoot and resolve basic to moderately complex technical issues with a structured, customer-focused approach.
• Experience handling service desk tickets, incident triage, prioritization, and assignment in a high-volume support setting.
• Strong written and verbal communication skills with the ability to gather information from users and document issues accurately.
• Familiarity with working across technical teams, business stakeholders, and third-party vendors to coordinate issue resolution.
• Ability to produce clear documentation, including knowledge articles, procedures, support notes, and summary reports.
• Understanding of service level expectations, release support, validation activities, and continuous process improvement practices.