# Customer Support Analyst

**Company:** [Qode](https://jobs.workable.com/companies/d9Gs4Q7pnWjZVXU2mK6CGd.md)
**Location:** Florida, United States
**Workplace:** on site
**Employment type:** Contract

[Apply for this job](https://jobs.workable.com/view/26c658cd-cc9c-4b20-bb57-1037400d04b7)

## Description

**Client: FL State Agency**

**Position: Customer Support Analyst**

**Term: 9-month contract with renewal in July 2027**

**Pay: $45/Hr - $50/HR based upon experience**

**Location: On Site - Tallahassee, FL**

**Work Authorization: ONLY USC and GC holder with perm residence**

**Education:** 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; and
-   Experience 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 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.