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

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.

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.

• 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…