Production Support Analyst - Helpdesk & Troubleshooting

Definedsoftware; Tallahassee (FL); On-site; USD 30,000 - 39,000; Part time

Job summary

Defined Software Development is seeking a proactive Customer Support Analyst for a contract engagement in Tallahassee, FL assigned to a Florida state government client. You will triage service desk tickets, communicate with end users, analyze issues, and resolve routine problems using documented procedures, while coordinating with internal teams and documenting outcomes.

This role emphasizes process improvement and accurate ticket tracking to support ongoing service delivery.

Responsibilities

• Triage incoming service desk tickets and assign priorities.
• Communicate with end users to clarify issues and provide updates.
• Analyze reported problems and resolve routine issues using documented procedures.
• Coordinate work with internal technical teams and monitor ticket status.
• Maintain accurate documentation and identify opportunities for process improvement.

Job description

Defined Software Development is seeking a proactive Customer Support Analyst for a contract engagement in Tallahassee, FL assigned to a Florida state government client. You will triage service desk tickets, communicate with end users, analyze issues, and resolve routine problems using documented procedures, while coordinating with internal teams and documenting outcomes.

This role emphasizes process improvement and accurate ticket tracking to support ongoing service delivery.