Senior Technical Support Analyst

Senior Technical Support Analyst Type : 6-Month Contract-to-Hire Location : Mesa, AZ Work Setting : Hybrid We are seeking a skilled Senior Technical Support Analyst to join a dynamic and mission-driven operations team focused on keeping critical roadside systems online across the United States and Canada. This opportunity is based out of a state-of-the-art command center operating 24 / 7, supporting advanced safety and mobility systems used in transportation infrastructure. What You’ll Do As a Senior Technical Support Analyst, you will play a pivotal part in remote monitoring, incident management, and technical problem-solving for roadside equipment. You will also be expected to set a standard of excellence for the rest of the team and work on complex issues that require a high level of technical knowledge and initiative. Key Responsibilities Proactively seek out technical issues and resolve them with minimal supervision Support company and unit objectives through collaborative teamwork Ensure compliance with policies, procedures, and regulatory standards Manage and update system records, databases, and ticketing systems accurately Coordinate daily remote support operations with managers and technicians Monitor and verify performance of roadside equipment including red-light cameras Troubleshoot network, system, and data flow problems Participate in daily stand-ups, planning meetings, and backlog review sessions Contribute to ongoing process improvement efforts and service delivery enhancement Maintain adherence to Service Level Agreements (SLAs) and internal KPIs Provide expert-level follow-through on assigned tickets and ensure timely closure Adapt responsibilities based on team needs and evolving technology Work Environment 24 / 7 command center; must be able to work rotating shifts, including nights, weekends, holidays, and on-call coverage Qualifications Bachelor’s or Associate’s degree in IT, Computer Science, or equivalent experience (5+ years in operations or remote troubleshooting) Proven experience with remote system troubleshooting and uptime assurance Strong understanding of network systems and data management Ability to analyze technical data and act decisively Experience working in fast-paced operational settings with minimal supervision Comfortable managing multiple priorities simultaneously Advanced proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Outlook) Preferred : Agile Scrum certification (Scrum Master, Product Owner, or Fundamentals) Familiarity with scripting / programming languages (PowerShell, Visual Basic, Python) Experience with tools such as Power BI Pro, Visio