Customer Support Analyst at Gravity IT Resources

Job description

To Apply for this Job Click Here Job Title: Customer Support Analyst Location Requirements: On-Site; Tallahassee, FL Job Type: Contract Role Overview: You will serve as the primary contact for users needing help with a large-scale application modernization project. Your focus is on troubleshooting, issue resolution, and supporting phased software rollouts. You’ll manage high-volume support requests, coordinate with technical teams and vendors, and help ensure smooth system adoption while minimizing downtime. Responsibilities: • Serve as the main contact for production support requests related to the application • Receive, review, and triage incoming service desk tickets • Communicate directly with end users to gather information, clarify issues, and document impact • Analyze problems to determine severity and priority • Resolve routine issues using documented procedures and knowledge articles • Perform Tier 1 and Tier 2 troubleshooting • Conduct high-volume ticket deduplication for a large user base • Create detailed vendor support tickets for software defects requiring external resolution • Manage vendor relationships and escalate complex issues • Assign and collaborate with internal technical teams, business analysts, infrastructure staff, and vendors • Monitor tickets through resolution and ensure service levels are met • Maintain accurate documentation in incident management systems • Develop and update knowledge articles and procedures • Identify recurring issues and suggest process improvements • Conduct root cause analysis on recurring incidents • Optimize queue management workflows to improve response times • Assist with production releases, validation activities, and post-implementation support • Prepare reports on support trends, incidents, and system health Required Qualifications: • Approximately two (2) years of IT work experience • Demonstrated working knowledge of basic to moderately complex hardware and software products • Strong problem-solving and troubleshooting skills • Experience triaging and managing tickets in an incident management or service desk system • Excellent written and verbal communication skills, with a customer-service focus • Ability to work with technical teams, business analysts, and vendors, and to adapt in a changing environment To Apply for this Job Click Here Equal Employment Opportunity Statement Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.

Requirements

Must-haves

To Apply for this Job Click Here
Job Title: Customer Support Analyst
Location Requirements: On-Site; Tallahassee, FL
Job Type: Contract
Serve as the main contact for production support requests related to the application
Receive, review, and triage incoming service desk tickets
Communicate directly with end users to gather information, clarify issues, and document impact
Analyze problems to determine severity and priority
Resolve routine issues using documented procedures and knowledge articles
Perform Tier 1 and Tier 2 troubleshooting
Conduct high-volume ticket deduplication for a large user base
Create detailed vendor support tickets for software defects requiring external resolution
Manage vendor relationships and escalate complex issues
Assign and collaborate with internal technical teams, business analysts, infrastructure staff, and vendors
Monitor tickets through resolution and ensure service levels are met
Maintain accurate documentation in incident management systems
Develop and update knowledge articles and procedures
Identify recurring issues and suggest process improvements
Conduct root cause analysis on recurring incidents
Optimize queue management workflows to improve response times
Assist with production releases, validation activities, and post-implementation support
Prepare reports on support trends, incidents, and system health
Approximately two (2) years of IT work experience
Demonstrated working knowledge of basic to moderately complex hardware and software products

Nice-to-haves

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Platform: careers-page
Effort: medium