Tier 2 Technical Support – Help Desk (EDMS) Position Available In Leon, Florida

Tier 2 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 support or service desk experience
• Bachelor’s degree in Computer Science, Engineering, or IT-related field required
• Proficient with browser developer tools and API logging platforms
• Experience with government SaaS platforms, metadata models, and ticketing escalation procedures
• Must demonstrate strong troubleshooting skills, browser-based debugging experience, and familiarity with ticketing systems
• Familiarity with ITIL or similar frameworks preferred
• Strong verbal/written communication and customer engagement skills

Essential Functions:

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

• Provide advanced diagnostics and issue resolution for a large-scale public sector Electronic Document Management System (EDMS)
• Respond to issues escalated from Tier 1 support, collaborates with Tier 3 developers, and ensures resolution of metadata-related, integration-based, or browser-level errors
• The role includes service window coverage (7:00 AM
• 6:00 PM EST), logging activity, and validating bug fixes in coordination with SaaS engineering teams.

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.