Application Support Analyst at GCOM Software LLC

Posted in Other 7 days ago.

Location: Tallahassee, Florida

Job Description:

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Full Time Application Support Analyst


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Outcomes. Delivered.

GCOM develops technology that helps state and local governments improve outcomes for the people they serve.

For example, our technology:

  • Ensures that mothers can buy healthy food for their children through the WIC program

  • Helps first responders decrease opioid overdoses in their neighborhoods

  • Tracks trends in human trafficking so local law enforcement can identify traffickers and better support victims

  • Gives teachers the insights they need to spot students who need extra support

  • Helps state tax agencies process returns 99% faster so taxpayers get their refunds right away

We're more than a technology company -- we're an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what's best for our customers and the residents they serve.

We believe that the value of technology is defined by its human impact. If you agree, you've come to the right place.

GCOM is looking for candidates, to fill a role of Software Support Associate to join our Team. The Software Support Associate will serve as a primary point of contact for providing assistance to clients. Work in a deadline-driven team environment to troubleshoot, investigate, document and resolve issues via telephone and email.


  • Provide client support and technical issue resolution via email, phone, and a web-based feedback system.

  • Build rapport and elicit problem details from non-technical or technical customers.

  • Provide timely, efficient and pleasant follow up to user questions or issues.

  • Convey release information to the end users.

  • Track, document, and manage incidents to closure in ServiceNow ticketing system.

  • Interact effectively and professionally with clients, users, and internal partners.

  • Escalate issues as needed.

  • Assist in generating Knowledge Base articles for the team.


  • A.A Degree from an accredited college or university and at least 1 year of related work experience OR High School diploma/equivalent and at least 4 years of related work experience required.

  • Demonstrated ability to analyze and understand complex software applications with minimal direction.

  • Ability to prioritize shifting demands.

  • Strong interpersonal skills.

  • Excellent customer service and strong analytical skills.

  • Must be able to work within tight deadlines and be adept at time management and balancing shifting priorities.

  • Experience with help desk ticket tracking tools and workflow preferable.

  • Must be a strong team player with excellent written and verbal communication skills in English.

  • Ability to accept personal accountability and ownership for areas of responsibility.

  • Strong client focus and collaborative work style.

  • Ability to understand and explain technical information to a non-technical user.

Preferred Qualifications:

  • Previous experience dealing directly with customers in an application support role.

  • Experience with ServiceNow ticketing system.

  • Knowledge of the principles and processes for providing exceptional customer service.

  • Knowledge of process improvement, workflow, benchmarking and evaluation processes.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions. This includes, but is not limited to, skill sets, experience and training, licensure and certifications, and geographic location. At GCOM, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current annual range is...

If you think you are a good fit for us, we encourage you to apply. Check out our career website for all open positions!

GCOM provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status or domestic violence victim status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment and hiring, job assignment/placement, promotion, upgrading, demotion, termination, layoff, recall, transfer, leave of absence, rates of pay or other compensation, internship, and training.
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