Technical Application Support Analyst

Technical Application Support Analyst (Tier 2–3)

Pay: $35/hr – $38/hr

Location: Onsite in Tallahassee, FL

Schedule: Standard business hours with occasional backup support coverage

Overview

This role serves as an escalation point for vendor-supported and business-critical applications. You’ll work closely with end users, internal IT teams, and third‑party vendors to resolve issues, manage support cases, and improve application reliability and support processes.

Key Responsibilities

• Provide Tier 2 and Tier 3 support for vendor-hosted and business-critical applications
• Coordinate troubleshooting between users, internal IT teams, and software vendors
• Track and manage vendor support cases through resolution using a ticketing system
• Troubleshoot issues across Windows OS, Microsoft 365, Active Directory, VPNs, printers, peripherals, and remote access tools
• Analyze recurring issues and recommend operational or technical improvements
• Maintain accurate documentation in ticketing and knowledge management systems
• Escalate high-impact or unresolved issues as appropriate and communicate status professionally

Vendor & Application Support

• Work directly with third-party software vendors and external support providers
• Assist with gathering technical and business requirements for RFQs and vendor evaluations
• Review vendor documentation, proposals, support models, and escalation processes

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field OR four (4) years of equivalent experience
• Four (4) years of IT support, help desk, or application support experience
• Experience supporting vendor-hosted or third-party applications
• Experience with ServiceNow or similar ticketing systems
• Working knowledge of Windows OS, Microsoft 365, Active Directory, networking basics, and VPNs
• Experience in Tier 2, Tier 3, or escalation support roles
• One or more IT certifications (CompTIA, Microsoft, ITIL, or similar)