{"schemaVersion":"jobsearcher.job.v1","id":"a065de2196c2629ffcc639b0","url":"https://jobsearcher.com/jobs/a065de2196c2629ffcc639b0","canonicalUrl":"https://jobsearcher.com/jobs/a065de2196c2629ffcc639b0","title":"desktop | helpdesk support","description":"job summary:\nScope of Work/Job Characteristics\n\nThe Customer Support Analysts will serve on the Production Support Team for the Correctional Information Management System (CIMS) as part of the Offender-Based Information System (OBIS) Modernization Program. The Customer Support Analysts serve as the primary point of contact for users experiencing issues or requesting assistance with CIMS throughout the phased release of this novel solution. Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience. The Customer Support Analysts play a critical role in securing the timely resolution of production issues by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting. These roles serve as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes. By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.\n\nThe duties and responsibilities of this position are as follows:\n\nServe as the primary point of contact for production support requests related to CIMS;\n\nReceive, review, and triage incoming service desk tickets;\n\nCommunicate directly with end users to gather additional information, clarify reported issues, and document business impacts;\n\nAnalyze reported problems to determine severity, priority, and appropriate assignment;\n\nResolve routine issues using documented procedures and knowledge articles;\n\nCreate detailed vendor support tickets for software defects requiring third-party resolution;\n\nAssign and coordinate work with internal technical teams, business analysts, infrastructure staff, and vendors;\n\nMonitor support tickets through resolution while ensuring established service level expectations are met;\n\nMaintain accurate documentation within the incident management system;\n\nDevelop and update knowledge articles and standard operating procedures;\n\nIdentify recurring issues and recommend opportunities for process improvement;\n\nAssist with production releases, validation activities, and post-implementation support;\n\nPrepare reports on support trends, recurring incidents, and production health;\n\nExecute Tier 1 and 2 technical troubleshooting;\n\nManage vendor relationships and escalate complex software defects;\n\nPerform high-volume ticket deduplication for a massive user base;\n\nDemonstrate adaptability and flexibility during phased software rollouts;\n\nOptimize queue management workflows to improve response times; and\n\nConduct technical root cause analysis on recurring incidents.\n\nRequired Qualifications\n\nA bachelor's degree from an accredited college or university in Computer Science, Information Systems, Business Administration, 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.\n\nThe Department requires the following experience, skills, and knowledge for this position:\n\nExperience supporting enterprise software applications;\n\nExperience working within a Help Desk, Service Desk, or IT Support environment;\n\nExperience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;\n\nStrong analytical and troubleshooting skills;\n\nExcellent verbal and written communication skills;\n\nDemonstrated ability to work effectively with both technical and non-technical users;\n\nAbility to prioritize multiple competing requests in a fast-paced production environment; and\n\nExperience documenting business and technical issues in a clear, concise manner.\n\nNOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.\n\nPreferred Qualifications\n\nThe Department prefers the Candidates to have the following experience, skills, and/or knowledge for this position:\n\nKnowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and\n\nProven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.\n\nlocation: Tallahassee, Florida\njob type: Contract\nsalary: $25 - 30 per hour\nwork hours: 8am to 5pm\neducation: No Degree Required\n\nresponsibilities:\nScope of Work/Job Characteristics The Customer Support Analysts will serve on the Production Support Team for the Correctional Information Management System (CIMS) as part of the Offender-Based Information System (OBIS) Modernization Program. The Customer Support Analysts serve as the primary point of contact for users experiencing issues or requesting assistance with CIMS throughout the phased release of this novel solution. Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience. The Customer Support Analysts play a critical role in securing the timely resolution of production issues by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting. These roles serve as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes. By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.\n\nThe duties and responsibilities of this position are as follows:\n\n* Serve as the primary point of contact for production support requests related to CIMS;\n* Receive, review, and triage incoming service desk tickets;\n* Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts;\n* Analyze reported problems to determine severity, priority, and appropriate assignment;\n* Resolve routine issues using documented procedures and knowledge articles;\n* Create detailed vendor support tickets for software defects requiring third-party resolution;\n* Assign and coordinate work with internal technical teams, business analysts, infrastructure staff, and vendors;\n* Monitor support tickets through resolution while ensuring established service level expectations are met;\n* Maintain accurate documentation within the incident management system;\n* Develop and update knowledge articles and standard operating procedures;\n* Identify recurring issues and recommend opportunities for process improvement;\n* Assist with production releases, validation activities, and post-implementation support;\n* Prepare reports on support trends, recurring incidents, and production health;\n* Execute Tier 1 and 2 technical troubleshooting;\n* Manage vendor relationships and escalate complex software defects;\n* Perform high-volume ticket deduplication for a massive user base;\n* Demonstrate adaptability and flexibility during phased software rollouts;\n* Optimize queue management workflows to improve response times; and\n* Conduct technical root cause analysis on recurring incidents.\n\nqualifications:\nRequired Qualifications\n\nA bachelor's degree from an accredited college or university in Computer Science, Information Systems, Business Administration, 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.\n\nThe Department requires the following experience, skills, and knowledge for this position:\n\nExperience supporting enterprise software applications;\n\nExperience working within a Help Desk, Service Desk, or IT Support environment;\n\nExperience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;\n\nStrong analytical and troubleshooting skills;\n\nExcellent verbal and written communication skills;\n\nDemonstrated ability to work effectively with both technical and non-technical users;\n\nAbility to prioritize multiple competing requests in a fast-paced production environment; and\n\nExperience documenting business and technical issues in a clear, concise manner.\n\nNOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.\n\nPreferred Qualifications\n\nThe Department prefers the Candidates to have the following experience, skills, and/or knowledge for this position:\n\nKnowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and\n\nProven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.\n\nskills:\ndeduplication,enterprise software applications,Information System,Information Systems,Computer Science,issue tracking,Jira,Azure DevOps,queue management,ServiceNow,adaptability,analytical,Communicate,work effectively,primary point of contact,problem-solver,troubleshooting skills,proactive,Business Administration,Information Management System,process improvement,vendor relationships,change management,Customer Support,exceptional customer service,Help Desk,IT Service Management,ITSM,incident management system,incident management,problem management,infrastructure,Level II,management systems,Ability to prioritize,Production Support,root cause analysis,standard operating procedures,technical troubleshooting,implementation support,IT Support,triage,service desk,workflows,Prepare reports\n\nPay: $60,714.98 - $70,129.88 per year\n\nBenefits:\n* 401(k)\n* Dental insurance\n* Flexible schedule\n* Health insurance\n* Life insurance\n* Vision insurance\n\nWork Location: Hybrid remote in Orlando, FL 32801","company":"Maximum Software Solution","rawCompany":"maximum software solution","city":"Orlando","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-09-09T09:57:22.839Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"desktop | helpdesk support","description":"job summary:\nScope of Work/Job Characteristics\n\nThe Customer Support Analysts will serve on the Production Support Team for the Correctional Information Management System (CIMS) as part of the Offender-Based Information System (OBIS) Modernization Program. The Customer Support Analysts serve as the primary point of contact for users experiencing issues or requesting assistance with CIMS throughout the phased release of this novel solution. Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience. The Customer Support Analysts play a critical role in securing the timely resolution of production issues by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting. These roles serve as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes. By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.\n\nThe duties and responsibilities of this position are as follows:\n\nServe as the primary point of contact for production support requests related to CIMS;\n\nReceive, review, and triage incoming service desk tickets;\n\nCommunicate directly with end users to gather additional information, clarify reported issues, and document business impacts;\n\nAnalyze reported problems to determine severity, priority, and appropriate assignment;\n\nResolve routine issues using documented procedures and knowledge articles;\n\nCreate detailed vendor support tickets for software defects requiring third-party resolution;\n\nAssign and coordinate work with internal technical teams, business analysts, infrastructure staff, and vendors;\n\nMonitor support tickets through resolution while ensuring established service level expectations are met;\n\nMaintain accurate documentation within the incident management system;\n\nDevelop and update knowledge articles and standard operating procedures;\n\nIdentify recurring issues and recommend opportunities for process improvement;\n\nAssist with production releases, validation activities, and post-implementation support;\n\nPrepare reports on support trends, recurring incidents, and production health;\n\nExecute Tier 1 and 2 technical troubleshooting;\n\nManage vendor relationships and escalate complex software defects;\n\nPerform high-volume ticket deduplication for a massive user base;\n\nDemonstrate adaptability and flexibility during phased software rollouts;\n\nOptimize queue management workflows to improve response times; and\n\nConduct technical root cause analysis on recurring incidents.\n\nRequired Qualifications\n\nA bachelor's degree from an accredited college or university in Computer Science, Information Systems, Business Administration, 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.\n\nThe Department requires the following experience, skills, and knowledge for this position:\n\nExperience supporting enterprise software applications;\n\nExperience working within a Help Desk, Service Desk, or IT Support environment;\n\nExperience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;\n\nStrong analytical and troubleshooting skills;\n\nExcellent verbal and written communication skills;\n\nDemonstrated ability to work effectively with both technical and non-technical users;\n\nAbility to prioritize multiple competing requests in a fast-paced production environment; and\n\nExperience documenting business and technical issues in a clear, concise manner.\n\nNOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.\n\nPreferred Qualifications\n\nThe Department prefers the Candidates to have the following experience, skills, and/or knowledge for this position:\n\nKnowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and\n\nProven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.\n\nlocation: Tallahassee, Florida\njob type: Contract\nsalary: $25 - 30 per hour\nwork hours: 8am to 5pm\neducation: No Degree Required\n\nresponsibilities:\nScope of Work/Job Characteristics The Customer Support Analysts will serve on the Production Support Team for the Correctional Information Management System (CIMS) as part of the Offender-Based Information System (OBIS) Modernization Program. The Customer Support Analysts serve as the primary point of contact for users experiencing issues or requesting assistance with CIMS throughout the phased release of this novel solution. Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience. The Customer Support Analysts play a critical role in securing the timely resolution of production issues by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting. These roles serve as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes. By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.\n\nThe duties and responsibilities of this position are as follows:\n\n* Serve as the primary point of contact for production support requests related to CIMS;\n* Receive, review, and triage incoming service desk tickets;\n* Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts;\n* Analyze reported problems to determine severity, priority, and appropriate assignment;\n* Resolve routine issues using documented procedures and knowledge articles;\n* Create detailed vendor support tickets for software defects requiring third-party resolution;\n* Assign and coordinate work with internal technical teams, business analysts, infrastructure staff, and vendors;\n* Monitor support tickets through resolution while ensuring established service level expectations are met;\n* Maintain accurate documentation within the incident management system;\n* Develop and update knowledge articles and standard operating procedures;\n* Identify recurring issues and recommend opportunities for process improvement;\n* Assist with production releases, validation activities, and post-implementation support;\n* Prepare reports on support trends, recurring incidents, and production health;\n* Execute Tier 1 and 2 technical troubleshooting;\n* Manage vendor relationships and escalate complex software defects;\n* Perform high-volume ticket deduplication for a massive user base;\n* Demonstrate adaptability and flexibility during phased software rollouts;\n* Optimize queue management workflows to improve response times; and\n* Conduct technical root cause analysis on recurring incidents.\n\nqualifications:\nRequired Qualifications\n\nA bachelor's degree from an accredited college or university in Computer Science, Information Systems, Business Administration, 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.\n\nThe Department requires the following experience, skills, and knowledge for this position:\n\nExperience supporting enterprise software applications;\n\nExperience working within a Help Desk, Service Desk, or IT Support environment;\n\nExperience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;\n\nStrong analytical and troubleshooting skills;\n\nExcellent verbal and written communication skills;\n\nDemonstrated ability to work effectively with both technical and non-technical users;\n\nAbility to prioritize multiple competing requests in a fast-paced production environment; and\n\nExperience documenting business and technical issues in a clear, concise manner.\n\nNOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.\n\nPreferred Qualifications\n\nThe Department prefers the Candidates to have the following experience, skills, and/or knowledge for this position:\n\nKnowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and\n\nProven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.\n\nskills:\ndeduplication,enterprise software applications,Information System,Information Systems,Computer Science,issue tracking,Jira,Azure DevOps,queue management,ServiceNow,adaptability,analytical,Communicate,work effectively,primary point of contact,problem-solver,troubleshooting skills,proactive,Business Administration,Information Management System,process improvement,vendor relationships,change management,Customer Support,exceptional customer service,Help Desk,IT Service Management,ITSM,incident management system,incident management,problem management,infrastructure,Level II,management systems,Ability to prioritize,Production Support,root cause analysis,standard operating procedures,technical troubleshooting,implementation support,IT Support,triage,service desk,workflows,Prepare reports\n\nPay: $60,714.98 - $70,129.88 per year\n\nBenefits:\n* 401(k)\n* Dental insurance\n* Flexible schedule\n* Health insurance\n* Life insurance\n* Vision insurance\n\nWork Location: Hybrid remote in Orlando, FL 32801","datePosted":"2026-09-09T09:57:22.839Z","dateModified":"2026-09-09T09:57:22.839Z","hiringOrganization":{"@type":"Organization","name":"Maximum Software Solution","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Orlando","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a065de2196c2629ffcc639b0"},"url":"https://jobsearcher.com/jobs/a065de2196c2629ffcc639b0"}}