Tier 1 Technical Support – Help Desk (EDMS) Position Available In Leon, Florida

Tier 1 Technical Support

• Help Desk (EDMS)

Location:

Tallahassee, FLStatus:

Full TimeBlackFish Federal is a Small Disadvantaged Business and SBA 8(a

• certified firm specializing in technical, IT, and program support services to federal and state agencies.

As an

ISO 9001

2015 and CMMI Level 2 certified organization, BlackFish delivers high-quality, process-driven solutions across complex environments.

Blackfish Federal, LLC is committed to supporting economic development in Historically Underutilized Business Zones (HUBZones). Candidates residing in a designated HUBZone are strongly encouraged to apply. To check if your address qualifies, please visit the officialHUBZone Mapprovided by the U.S. Small Business Administration.

Position Summary:

This opportunity supports a large-scale modernization effort to implement an enterprise electronic document management platform for a public-sector client. The program includes data migration, metadata modeling, SaaS configuration, and tiered help desk support. Team members will play a critical role in ensuring end-user success, data accuracy, and long-term maintainability of this vital content system. This is a multi-year engagement offering growth opportunities for motivated professionals.

This position is in support of a contract for which we are bidding. Any offer will be contingent on contract award.

Required Qualifications

• Minimum of 5 years of IT help desk or technical support experience
• Associate degree in IT or related field required; Bachelor’s degree in Computer Science or related field preferred
• Familiarity with

ITIL/EIDL

frameworks preferred

• Strong communication and organizational skills
• Understanding of contextual help systems, ticket triage, and public SaaS applications is essential
• Bilingual (English/Spanish) strongly preferred
• Experience supporting public-facing systems or government clients is a plus

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

• Serve as the initial point of contact for user support related to the Florida Department of Environmental Protection’s (DEP) new Electronic Document Management System (EDMS)
• Answer user inquiries, resolving basic technical issues, and escalating more complex problems to Tier 2 support
• Support application users via phone, email, and TTY in both English and Spanish during business hours (7:00 AM
• 6:00 PM EST, Monday through Friday)
• Ensure documentation handoff and maintain communication logs.

Non-Essential Functions

• Performs other duties as needed.

Work Conditions

• Work is primarily performed in an office environment.

This document is not intended to cover or contain a comprehensive listing of all job-related activities, duties or responsibilities that are required of the employee. Due to the nature of the industry, job tasks may be changed as necessary to meet the needs of the customer.