Senior Technical Support Analyst

job summary:
Scope of Work/Job Characteristics

The Senior Technical Support Analyst will provide advanced, customer-focused post-procurement

technical support for enterprise applications, integrated solutions, and end-user environments. This

role will act as the primary liaison bridging communication among customers, internal IT teams,

third-party vendors, and systems and development resources to guarantee successful

implementation, troubleshooting, and ongoing support for business-critical systems.

The role demands broad technical knowledge across multiple platforms, strong analytical and

communication skills, and experience supporting complex enterprise environments. The Senior

Technical Support Analyst will be responsible for analyzing customer business and technical

requirements, resolving escalated technical issues, coordinating vendor support activities, and

contributing to solution configuration and implementation efforts.

The Senior Technical Support Analyst will also provide advanced escalation support to help desk

operations and act as a senior technical resource for Tier 1 and Tier 2 personnel. The duties and

responsibilities of this position include:

- Serve as the primary support contact for vendor-supported and business-critical applications;

- Coordinate troubleshooting efforts between end users, internal IT staff, and third-party software

vendors;

- Track, document, and manage vendor support cases through resolution;

- Analyze recurring application issues and identify operational or technical improvement

opportunities;

Assist IT leadership and procurement teams with gathering business and technical requirements

for Request for Quotes (RFQs) and vendor evaluations;

- Help identify agency operational needs, workflow considerations, support requirements, and

integration dependencies for new or existing applications;

- Provide insight into application support models, licensing considerations, escalation processes,

and vendor responsiveness;

- Assist in reviewing vendor proposals, technical documentation, and solution capabilities to

ensure alignment with agency requirements;

- Handle escalated Tier 2 and Tier 3 help desk tickets involving software, hardware, account

access, and application support;

- Provide backup phone and remote support coverage when needed;

- Troubleshoot, diagnose, and resolve technical issues across Windows Operating Systems (OS),

Microsoft 365, Active Directory, Virtual Private Network (VPN) connectivity, printers and

peripherals, remote access tools, and vendor-hosted applications;

- Maintain accurate documentation within the ticketing and knowledge management systems;

- Escalate unresolved and high-impact issues to IT leadership, vendors, or engineering resources

as appropriate; and

- Support a positive customer experience through professional and timely communication.

Required Qualifications

A bachelor's degree from an accredited college or university in Computer Science, Information

Systems, or other related field, or four (4) years of equivalent work experience is required. Relevant

experience may be substituted for education on a year-for-year basis when applicable.

The Department requires the following experience, skills, and knowledge for this position:

- A minimum of four (4) years of IT support, help desk, application support, or related technical

experience;

- Experience supporting vendor-hosted or third-party business applications;

- Experience coordinating directly with software vendors and external support providers;

- Experience using ServiceNow or similar IT service management/ticketing systems;

- Strong troubleshooting, analytical, and problem-solving skills;

- Strong understanding of application support processes and end-user operational needs;

- Excellent written and verbal communication skills;

- Strong documentation and organizational skills with attention to detail;

- Ability to clearly document troubleshooting activities, business requirements, vendor

communications, and issue resolutions;

- Working knowledge of Windows OS, Microsoft 365, Active Directory, basic networking concepts,

VPN, and remote connectivity tools; and

- Ability to manage multiple priorities in a fast-paced support environment.

NOTE: In addition to the above list, the selected Candidate must successfully complete a Level II Background Check.

Preferred Qualifications

The Department prefers the Candidate to have the following experience, skills, and/or knowledge for this

position:

- Experience in a Tier 2, Tier 3, or escalation support role;

- Experience supporting procurement, RFQ, or software evaluation efforts;

- Experience supporting business-critical or enterprise applications;

- Familiarity with application integrations, user workflows, and operational support requirements;

- Possess one or more industry-standard IT certifications, such as Computing Technology Industry

Association (CompTIA) A+, Network+, Security+, Microsoft Certified credentials, or Information

Technology Infrastructure Library (ITIL); and

- Experience working in state government environments.

location: Tallahassee, Florida
job type: Contract
salary: $40 - 50 per hour
work hours: 8am to 5pm
education: No Degree Required

responsibilities:

Scope of Work/Job Characteristics

The Senior Technical Support Analyst will provide advanced, customer-focused post-procurement

technical support for enterprise applications, integrated solutions, and end-user environments. This

role will act as the primary liaison bridging communication among customers, internal IT teams,

third-party vendors, and systems and development resources to guarantee successful

implementation, troubleshooting, and ongoing support for business-critical systems.

The role demands broad technical knowledge across multiple platforms, strong analytical and

communication skills, and experience supporting complex enterprise environments. The Senior

Technical Support Analyst will be responsible for analyzing customer business and technical

requirements, resolving escalated technical issues, coordinating vendor support activities, and

contributing to solution configuration and implementation efforts.

The Senior Technical Support Analyst will also provide advanced escalation support to help desk

operations and act as a senior technical resource for Tier 1 and Tier 2 personnel. The duties and

responsibilities of this position include:

- Serve as the primary support contact for vendor-supported and business-critical applications;

- Coordinate troubleshooting efforts between end users, internal IT staff, and third-party software

vendors;

- Track, document, and manage vendor support cases through resolution;

- Analyze recurring application issues and identify operational or technical improvement

opportunities;

Assist IT leadership and procurement teams with gathering business and technical requirements

for Request for Quotes (RFQs) and vendor evaluations;

- Help identify agency operational needs, workflow considerations, support requirements, and

integration dependencies for new or existing applications;

- Provide insight into application support models, licensing considerations, escalation processes,

and vendor responsiveness;

- Assist in reviewing vendor proposals, technical documentation, and solution capabilities to

ensure alignment with agency requirements;

- Handle escalated Tier 2 and Tier 3 help desk tickets involving software, hardware, account

access, and application support;

- Provide backup phone and remote support coverage when needed;

- Troubleshoot, diagnose, and resolve technical issues across Windows Operating Systems (OS),

Microsoft 365, Active Directory, Virtual Private Network (VPN) connectivity, printers and

peripherals, remote access tools, and vendor-hosted applications;

- Maintain accurate documentation within the ticketing and knowledge management systems;

- Escalate unresolved and high-impact issues to IT leadership, vendors, or engineering resources

as appropriate; and

- Support a positive customer experience through professional and timely communication.

qualifications:
Required Qualifications

A bachelor's degree from an accredited college or university in Computer Science, Information

Systems, or other related field, or four (4) years of equivalent work experience is required. Relevant

experience may be substituted for education on a year-for-year basis when applicable.

The Department requires the following experience, skills, and knowledge for this position:

- A minimum of four (4) years of IT support, help desk, application support, or related technical

experience;

- Experience supporting vendor-hosted or third-party business applications;

- Experience coordinating directly with software vendors and external support providers;

- Experience using ServiceNow or similar IT service management/ticketing systems;

- Strong troubleshooting, analytical, and problem-solving skills;

- Strong understanding of application support processes and end-user operational needs;

- Excellent written and verbal communication skills;

- Strong documentation and organizational skills with attention to detail;

- Ability to clearly document troubleshooting activities, business requirements, vendor

communications, and issue resolutions;

- Working knowledge of Windows OS, Microsoft 365, Active Directory, basic networking concepts,

VPN, and remote connectivity tools; and

- Ability to manage multiple priorities in a fast-paced support environment.

NOTE: In addition to the above list, the selected Candidate must successfully complete a Level II Background Check.

Preferred Qualifications

The Department prefers the Candidate to have the following experience, skills, and/or knowledge for this

position:

- Experience in a Tier 2, Tier 3, or escalation support role;

- Experience supporting procurement, RFQ, or software evaluation efforts;

- Experience supporting business-critical or enterprise applications;

- Familiarity with application integrations, user workflows, and operational support requirements;

- Possess one or more industry-standard IT certifications, such as Computing Technology Industry

Association (CompTIA) A+, Network+, Security+, Microsoft Certified credentials, or Information

Technology Infrastructure Library (ITIL); and

- Experience working in state government environments.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.