Technical Support Analyst

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a Technical Support Analyst for a full-time, long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

What You’ll Do

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness

• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines

• Monitor ticket progress to ensure timely updates, escalations, and resolutions

• Manage incidents throughout their lifecycle, from initial triage to closure

• Communicate effectively with stakeholders and end users during high-impact incidents

• Identify issues requiring backlog creation, enhancement requests, or defect logging

• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments

• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes

• Document recurring issues, root cause findings, and workarounds.

• Maintain an up-to-date and accessible Production Support Knowledge Base

• Review incidents for patterns and escalate recurring issues for further analysis

• Ensure all ticket-handling processes comply with SLA expectations and established procedures

• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

What You'll Need
Required

• Proven experience in incident management, production support, or related fields

• Strong analytical, problem-solving, and communication skills

• Familiarity with UAT and regression testing best practices

Preferred

• Experience with incident management tools and workflows

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements.

This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training,…