Information Technology Support Technician

Capital Technology Alliance; Tallahassee (FL); On-site; USD 52,000 - 75,000; Full time

Job summary

Capital Technology Alliance is seeking a Customer Support Analyst to serve as the primary contact for users during the phased release of a new solution. This role requires proactive problem-solving to navigate an evolving application landscape and ensure a seamless rollout experience.

The analyst will perform Tier 1 and Tier 2 troubleshooting, manage high-volume tickets, document issues, and collaborate with internal teams and vendors to triage defects and prioritize fixes, driving adoption and

Qualifications

• Experience supporting enterprise software applications.
• Experience working in a Help 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 clearly.

Responsibilities

• Analyze reported problems to determine severity, priority, business impact, and appropriate assignment.
• Resolve routine issues using established procedures, troubleshooting guides, and knowledge articles.
• Create detailed vendor support tickets for software defects requiring third-party investigation and resolution.
• Assign and coordinate support activities across internal technical teams, business analysts, infrastructure staff, and external vendors.
• Monitor support tickets through resolution and ensure SLA expectations are met.
• Maintain accurate documentation within the incident management system.
• Develop and maintain knowledge articles and SOPs.
• Identify recurring issues and recommend process improvements.
• Assist with production releases, validation activities, and post-implementation support.
• Prepare reports on support trends, recurring incidents, ticket volumes, and overall production health.
• Perform Tier 1 and Tier 2 technical troubleshooting.
• Manage vendor relationships and elevate complex or high-impact software defects as appropriate.
• Perform high-volume ticket deduplication for a large user base.

Skills

Enterprise software support

Help Desk / IT Support

Prioritize multiple requests

Excellent communication

Analytical troubleshooting

Education

Bachelor's degree or 4 years equivalent

Tools

ServiceNow

Azure DevOps

Jira

Remedy

Job description

At Capital Technology Alliance, we believe changing the future of technology means valuing people. We are committed to building a collaborative, high-performing environment where professionals are empowered to deliver meaningful impact. Our teams work on challenging, often high-visibility initiatives that support mission-critical systems, enterprise modernization efforts, and data-driven decision-making.

CTA is proud to demonstrate a high renewal rate with our employees and contractors. We place a high value on expertise. That’s why CTA is committed to paying top rates in the industry and connecting you with positions and flexible engagement options that match your skills and professional goals.

Job Summary:

The Customer Support Analyst serves as the primary point of contact for users with issues or requests throughout the phased release of this new solution. Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience. The Customer Support Analyst plays a critical role in resolving production issues on time by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting. The role serves as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes. By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.

Job Duties:

• Analyze reported problems to determine severity, priority, business impact, and appropriate assignment.
• Resolve routine issues using established procedures, troubleshooting guides, and knowledge articles.
• Create detailed vendor support tickets for software defects requiring third-party investigation and resolution.
• Assign and coordinate support activities across internal technical teams, business analysts, infrastructure staff, and external vendors.
• Monitor support tickets through resolution and ensure established Service Level Agreement (SLA) expectations are met.
• Maintain accurate and complete documentation within the incident management system.
• Develop and maintain knowledge articles and Standard Operating Procedures (SOPs).
• 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, ticket volumes, and overall production health.
• Perform Tier 1 and Tier 2 technical troubleshooting.
• Manage vendor relationships and elevate complex or high-impact software defects as appropriate.
• Perform high-volume ticket deduplication for a large user base.
• Demonstrate adaptability and flexibility while supporting phased software rollouts.
• Optimize ticket queue management workflows to improve response and resolution times.
• Conduct technical Root Cause Analysis (RCA) for recurring incidents.

Required Qualifications:

• Experience supporting 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.

Preferred Qualifications:

• Knowledge of IT Service Management (ITSM) principles, incident management, problem
• management, and change management
• Proven track record supporting large scale, phased deployments of custom or greenfield enterprise solutions.

Education:

• A bachelor’s degree from an 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. Relevant experience may be substituted for education on a year-for-year basis when applicable.