compLogoTechnical Application Support AnalystCompany: IT Resources On-siteTallahassee, FL, USA

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)