ASSYST, Inc.
Technology
SeniorTechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Analyst at ASSYST, Inc.. Skills: Technical support, Application support, Vendor management. Provide advanced technical support. Act as primary liaison”
Industry & Context.
Troubleshooting; Analytical; Problem-solving
What They're Looking For.
Must Have
4 years IT support experience, Experience supporting vendor-hosted applications, Experience coordinating with software vendors, Experience using ServiceNow, Troubleshooting, analytical, problem-solving skills, Understanding of application support processes, Excellent written communication, Excellent verbal communication, Documentation skills, Organizational skills, Attention to detail, Ability to manage multiple priorities, Bachelor's degree or 4 years equivalent work experience
Nice to Have
Tier 2, Tier 3 support experience, Escalation support experience, Experience supporting procurement, Experience supporting RFQ, Experience supporting software evaluation, Experience supporting enterprise applications, Familiarity with application integrations, Familiarity with user workflows, Familiarity with operational support
What You'll Do.
Provide advanced technical support
Act as primary liaison
Analyze customer requirements
Resolve escalated technical issues
Coordinate vendor support activities
Contribute to solution configuration
Contribute to implementation efforts
Provide advanced escalation support
Act as senior technical resource
Serve as primary support contact
Coordinate troubleshooting efforts
Track vendor support cases
Manage vendor support cases
Analyze recurring application issues
Identify operational improvements
Identify technical improvements
Assist with gathering requirements
Identify agency operational needs
Identify workflow considerations
Identify support requirements
Identify integration dependencies
Provide insight into support models
Provide insight into licensing
Provide insight into escalation processes
Provide insight into vendor processes
Review vendor proposals
Review technical documentation
Review solution capabilities
Handle escalated tickets
Troubleshoot technical issues
Diagnose technical issues
Resolve technical issues
Maintain accurate documentation
Escalate unresolved issues
Escalate high-impact issues
Support positive customer experience
How You'll Work.
Team & Collaboration
Internal IT teams; Third-party vendors; Help desk operations
Communication Scope
Written communication; Verbal communication; Professional communication
Full Job Description
ASSYST is seeking a Senior Technical Support Analyst to support our client project in Tallahassee, Florida. This position is onsite Scope of Work: 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. Job responsibilities: 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
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