At Capital Technology Alliance, we believe changing the future of technology means valuing people. We are committed to building a collaborative, high-performing environment where professionals are empowered to deliver meaningful impact. Our teams work on challenging, often high-visibility initiatives that support mission-critical systems, enterprise modernization efforts, and data-driven decision-making.

CTA is proud to demonstrate a high renewal rate with our employees and contractors. We place a high value on expertise. That’s why CTA is committed to paying top rates in the industry and connecting you with positions and flexible engagement options that match your skills and professional goals.

Job Summary:

The 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 customers’ business and technical requirements, resolving escalated technical issues, coordinating vendor support activities, and contributing to solution configuration and implementation.

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.

Job Duties:

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

Required Qualifications:

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.
Ability to manage multiple priorities in a fast-paced support environment.
Experience working in state government environments.

Preferred Qualifications:

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).

Education:

A bachelor’s degree or master’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.

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Technical Support Analyst