IT

The IT Applications Support Specialist provides Level 2 technical, operational, and user support for the organization’s portfolio of business-critical SaaS and cloud applications. The role focuses on platforms that support first responder operations, fire service intelligence, geographic information systems, mapping, reporting, analytics, field operations, and other enterprise business functions.

This position serves as a technical liaison among operational stakeholders, IT, vendors, managed service providers, and application owners. The specialist troubleshoots complex application issues, supports integrations and identity services, administers access, documents repeatable support processes, and helps ensure that supported platforms are reliable, secure, appropriately governed, and effectively used across a distributed organization.

The role is intentionally platform-flexible. While experience with public safety or first responder technology is valuable, success depends on the ability to learn new systems quickly, understand operational workflows, translate user needs into technical actions, and take ownership of incidents through resolution or appropriate escalation.

• Provide Level 2 support for assigned SaaS and cloud applications, serving as an escalation point for issues that exceed standard Helpdesk troubleshooting.
• Troubleshoot application errors, user access issues, workflow failures, reporting concerns, configuration questions, performance issues, and suspected integration problems.
• Maintain ownership of assigned incidents and requests through resolution, documented workaround, or appropriate escalation.
• Monitor recurring issues, identify patterns, and recommend improvements to application reliability, supportability, usability, and operational effectiveness.
• Coordinate with software vendors, managed service providers, system owners, and internal IT resources to resolve defects, outages, and complex support cases.

• Support applications used by fire service, emergency response, field operations, and other operational teams.
• Provide technical support for fire intelligence, incident and operational reporting, geographic and mapping SaaS tools, situational awareness platforms, and related data‑driven solutions.
• Learn the operational workflows supported by assigned applications and help users distinguish application, access, data, process, device, and network‑related issues.
• Assist with data‑quality investigation, reporting validation, map or location‑data concerns, and workflow troubleshooting in coordination with business and technical owners.
• Support application availability and issue response in an operational environment where some systems may be business‑critical outside standard office hours.

• Assist with the administration of cloud applications and related Microsoft 365, Azure, Entra , single sign‑on, and identity‑based access processes where applicable.
• Support user provisioning, deprovisioning, role assignments, permission changes, and periodic access reviews in coordination with application owners and IT leadership.
• Promote least‑privilege access, appropriate separation of duties, and timely removal or adjustment of access when users change roles or leave the organization.
• Troubleshoot or coordinate support for APIs, file transfers, data feeds, synchronization processes, authentication, and other application integrations.
• Maintain technical records for application configuration, dependencies, interfaces, support contacts, escalation paths, and known issues.

• Provide professional, customer‑focused support to users with varying levels of…