IT Support Specialist

Overview

THIS IS NOT A REMOTE POSITION. Would be going into our home office in Homosassa FL daily.

IT Support Specialist - Applications & Services
Department: Information Technology

Position Summary
The IT Support Specialist - Applications & Services is responsible for the ongoing support, maintenance, monitoring, administration, and documentation of applications, services, tools, automations, and technology solutions created, developed, implemented, or initiated by TMC Information Technology.
This position will serve as the primary technical resource and point of ownership for TMC I.T.-managed applications and services, helping ensure these systems remain operational, current, documented, secure, and available to the employees and departments that depend on them.
This position will also serve as the primary owner of all Application Support tickets received by the TMC I.T. Department. Application Support tickets will be assigned to this position for initial review, troubleshooting, resolution, escalation, documentation, and follow-up.
In addition to these primary responsibilities, this position remains a member of the TMC I.T. Support Team and will share responsibility for normal day-to-day I.T. support duties performed by other TMC I.T. Support Specialists.

Primary Responsibilities
TMC I.T. Applications & Services
• Maintain applications, services, tools, automations, and technology solutions created, developed, implemented, or initiated by TMC I.T.
• Serve as the primary technical support resource for internally managed TMC applications and services.
• Develop a working understanding of the purpose, operation, configuration, dependencies, and business impact of assigned applications and services.
• Monitor supported applications and services for availability, errors, failures, performance issues, and other operational concerns.
• Troubleshoot application and service issues and determine appropriate resolutions.
• Perform routine maintenance, upgrades, configuration changes, testing, and deployment activities as required.
• Assist with the continued development, improvement, and expansion of internally created applications and services.
• Test new functionality, updates, integrations, and configuration changes before deployment into production environments.
• Identify opportunities to improve the reliability, usability, automation, monitoring, and supportability of TMC I.T.-managed systems.
• Coordinate with other I.T. team members, departments, vendors, and leadership when application or service issues require additional resources.
• Assist with establishing appropriate backup, recovery, continuity, and support procedures for critical TMC I.T.-managed applications and services.
• Maintain appropriate security practices, permissions, and access controls for assigned applications and services.
• Participate in the planning, implementation, and support of new TMC I.T. applications, services, automations, integrations, and technology initiatives.

Application Support Ticket Management
• Serve as the primary owner of all Application Support tickets submitted to the TMC I.T. Department.
• All tickets identified or categorized as Application Support will be assigned to this position for initial review, troubleshooting, resolution, and follow-up.
• Review incoming Application Support tickets to determine the affected application or service, scope of the issue, priority, and appropriate course of action.
• Communicate with users as necessary to gather additional information, provide status updates, and confirm resolution.
• Troubleshoot and resolve Application Support issues whenever possible.
• Document the reported issue, troubleshooting performed, actions taken, and final resolution within the support ticket.
• Escalate Application Support tickets to the appropriate I.T. team member, vendor, developer, or other resource when additional expertise or administrative access is required.
• Maintain ownership and oversight of escalated Application Support tickets through final resolution, even when another technical resource is required to assist.
• Identify recurring Application Support issues and recommend permanent solutions, system changes, documentation, or user training when appropriate.
• Review Application Support ticket trends to identify recurring problems or potential issues with TMC I.T.-managed applications and services.

Documentation & Knowledge Management
• Create and maintain technical documentation for assigned TMC I.T. applications and services.
• Documentation should include, when applicable:
o Installation and deployment procedures
o Configuration information
o Administrative procedures
o Troubleshooting procedures
o System dependencies
o Support procedures
o Known issues and resolutions
o Access and permission requirements
o Update and maintenance procedures
o Change history
• Maintain and expand the TMC I.T. knowledge base with documented solutions for common Application Support issues.
• Ensure knowledge regarding internally developed or managed systems is appropriately documented and shared within the I.T. Department.
• Help ensure that critical applications and services are not dependent upon the knowledge of a single individual.

Secondary Responsibilities - General I.T. Support
As a member of the TMC I.T. Department, this position will also perform the normal responsibilities expected of an I.T. Support Specialist, including:
• Respond to and resolve I.T. Help Desk tickets and support requests.
• Troubleshoot Windows computers, laptops, peripherals, printers, and related hardware.
• Support Microsoft 365 applications and services.
• Assist users with account access, passwords, authentication, and related issues.
• Troubleshoot network connectivity, Wi-Fi, VPN, and basic network-related issues.
• Install, configure, maintain, and troubleshoot approved software applications.
• Prepare, configure, deploy, and maintain computers and other I.T. equipment.
• Provide remote and in-person technical assistance to TMC employees and facilities.
• Assist with employee onboarding, equipment deployment, and technology setup.
• Maintain accurate documentation of support activities, equipment, configurations, and resolutions.
• Escalate issues to the appropriate I.T. team member when additional systems, networking, security, or administrative expertise is required.
• Participate in departmental projects and technology deployments as assigned.
• Perform other I.T.-related responsibilities necessary to support TMC employees, facilities, and business operations.

Knowledge & Skills
Initial Requirements
• Strong Windows desktop and laptop troubleshooting skills.
• Working knowledge of Microsoft 365 applications and services.
• Understanding of computer hardware, software, networking, and common I.T. troubleshooting practices.
• Strong application troubleshooting and problem-solving skills.
• Ability to methodically diagnose application and service issues.
• Ability to learn unfamiliar applications, systems, and technologies.
• Ability to read, understand, and follow technical documentation.
• Ability to create clear technical and end-user documentation.
• Strong analytical and organizational skills.
• Ability to manage multiple technical issues, tickets, projects, and responsibilities simultaneously.
• Strong written and verbal communication skills.
• Ability to communicate technical information effectively to both technical and non-technical users.
• Ability to work independently while collaborating with other members of the I.T. team.
• Willingness and ability to continuously expand technical knowledge as TMC develops and implements additional internally managed solutions.

Additional Technical Skills
To be reviewed and expanded during the TMC I.T. Team Meeting.
Areas to consider include:
• Application administration
• Web applications
• Microsoft Azure
• Microsoft Power Platform / Power Automate
• Microsoft 365 administration
• APIs and system integrations
• SQL and database fundamentals
• Windows Services
• PowerShell and scripting
• Application monitoring and logging
• Source control
• Basic software development concepts
• Cloud-hosted applications and services
• Security and access management
• Deployment and update procedures
• Change management
• Application lifecycle management

Preferred Qualifications
• Previous experience in an I.T. Help Desk, Desktop Support, Technical Support, or Application Support position.
• Experience supporting business applications or internally developed applications.
• Experience with scripting, automation, application administration, or advanced software troubleshooting is preferred.
• Experience supporting applications across multiple locations and remote users is preferred.
• Experience working in an I.T. environment supporting multiple facilities and a geographically distributed workforce is preferred.
• Relevant I.T. certifications, technical training, or equivalent hands-on experience are preferred.

Role Priorities
Primary Focus - Applications & Services
Support, maintain, monitor, document, troubleshoot, and help improve applications and services created, developed, implemented, or initiated by TMC I.T.
Primary Ticket Responsibility - Application Support
Assume ownership of all Application Support tickets and ensure they are properly investigated, documented, resolved, escalated when necessary, and followed through to completion.
Secondary Focus - General I.T. Support
Provide normal I.T. support and participate in the day-to-day responsibilities shared by TMC I.T. Support Specialists.
Ongoing Development
Develop the technical knowledge and experience necessary to assume ownership of additional TMC I.T.-managed applications and services as the department continues to develop and implement new technology solutions.

Position Development
This position is expected to evolve as TMC I.T. continues to create, implement, and support additional applications, services, automations, integrations, and technology solutions.
Specific application responsibilities, required technical skills, preferred experience, training expectations, and areas of system ownership will be further defined as the position develops.