Technical Support Analyst

Creative Solutions Services, LLC; Newark (DE); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Creative Solutions Services, LLC is seeking a Technical Support Analyst for a full-time, long-term hybrid role in Newark, DE. You will handle intake, triage, and resolution of production issues, contribute to incident management, and help optimize workflows.

The role requires strong analytical and communication skills, experience with incident management, and familiarity with UAT and regression testing.

Qualifications

• Experience in incident management, production support, or related fields.
• Strong analytical, problem-solving, and communication skills.
• Familiarity with UAT and regression testing best practices.

Responsibilities

• Receive, log, and validate production support requests; ensure accuracy and completeness.
• Assign tickets to appropriate teams based on issue type and severity.
• Monitor ticket progress and manage incident lifecycle from triage to closure.
• Communicate with stakeholders during high-impact incidents.

Skills

Incident management

Production support

Analytical skills

Communication skills

UAT testing

Regression testing

Job description

Title: Technical Support Analyst

Location: Newark, DE (Onsite)

Duration: 12+ Months

Interview type: Phone and in-person

Note:

• USC or GC highly preferred

Job Description

We are looking for a Technical Support Analyst for a full-time, long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

What You’ll Do

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
• Monitor ticket progress to ensure timely updates, escalations, and resolutions
• Manage incidents throughout their lifecycle, from initial triage to closure
• Communicate effectively with stakeholders and end users during high-impact incidents
• Identify issues requiring backlog creation, enhancement requests, or defect logging
• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
• Document recurring issues, root cause findings, and workarounds.
• Maintain an up-to-date and accessible Production Support Knowledge Base
• Review incidents for patterns and elevate recurring issues for further analysis
• Ensure all ticket-handling processes comply with SLA expectations and established procedures
• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

What You’ll Need

Required

• Proven experience in incident management, production support, or related fields
• Strong analytical, problem-solving, and communication skills
• Familiarity with UAT and regression testing best practices
• Preferred:
• Experience with incident management tools and workflows

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor