IT Support Analyst – Production & Incident Expert

Capital Technology Alliance

Tallahassee (FL)

On-site

USD 52,000 - 75,000

Full time

3 days ago

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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.