IT Applications Support Specialist

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.

Position Essential Functions

Enterprise SaaS Application Support

• 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.

Public Safety and Operational Systems

• 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.

Cloud, Identity, Access, and Integration Support

• Assist with the administration of cloud applications and related Microsoft 365, Azure, Entra ID, 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.

User Enablement and Knowledge Management

• Provide professional, customer-focused support to users with varying levels of technical proficiency.

• Create and maintain knowledge articles, quick-reference guides, standard operating procedures, troubleshooting instructions, FAQs, and application support documentation.

• Assist with user orientation and training for new systems, new features, system changes, and recurring operational processes.

• Equip the IT Corporate Team and other support personnel with clear, repeatable guidance for resolving common application issues and recognizing appropriate escalation points.

System Changes, Projects, and Continuous Improvement

• Assist with application implementations, upgrades, migrations, integrations, releases, configuration changes, and enhancement initiatives.

• Participate in requirements discovery, technical analysis, testing, user acceptance testing, rollout planning, change control, and post-implementation support.

• Coordinate with operational teams, IT, vendors, and other stakeholders to document requirements, risks, dependencies, decisions, and support impacts.

• Track issues, enhancement requests, vendor cases, configuration decisions, and action items associated with application changes or projects.

• Identify opportunities to improve application standardization, user adoption, support processes, documentation, automation, and long-term maintainability.

Security, Governance, and Service Management

• Follow established IT policies, security standards, data protection requirements, change-management procedures, and service-management practices.

• Support application reviews, access validation, audit evidence collection, governance activities, and documentation of administrative actions where applicable.

• Handle operational, location, personnel, financial, and other business-sensitive information with professionalism, discretion, and appropriate safeguards.

• Maintain accurate service records and communicate incident status, business impact, workarounds, dependencies, and escalation needs clearly to stakeholders.

Position Qualifications

Required

• Bachelor’s degree in Information Technology, Computer Science, Business Systems, Geographic Information Systems, or a related field, or an equivalent combination of education and experience.

• At least 1 year of experience in application support, SaaS administration, business systems support, system administration, IT support, or a related technical role.

• Experience supporting enterprise applications or cloud-based SaaS platforms.

• Strong troubleshooting, analytical, and problem-solving skills, including the ability to isolate issues across applications, identity, integrations, data, devices, and networks.

• Ability to learn unfamiliar applications, operational workflows, and technical dependencies quickly.

• Strong customer-service orientation with patience, professionalism, accountability, and follow-through.

• Excellent written and verbal communication skills for both technical and non-technical audiences.

• Ability to create clear support procedures, technical documentation, user instructions, and knowledge content.

• Ability to manage multiple priorities, support tickets, vendor cases, and stakeholder requests in an operationally focused environment.

• Understanding of user access management, role-based permissions, least privilege, and basic application security concepts.

• Familiarity with Microsoft 365, Azure, Entra ID, single sign-on, or identity-based access management concepts.

• Ability to work independently while collaborating effectively with IT, users, vendors, managed service providers, and application owners.

Preferred

• Experience supporting public safety, fire service, EMS, emergency response, field operations, dispatch-adjacent, or other mission-support applications.

• Experience with incident reporting, fire intelligence, records, situational awareness, inspection, preplanning, asset, fleet, or field-service platforms.

• Experience supporting GIS, web mapping, geospatial data, location services, or other geographic SaaS technologies.

• Experience with reporting, dashboards, business intelligence, operational analytics, or data-quality troubleshooting.

• Experience administering multiple SaaS platforms in a distributed, multi-site, or 24/7 operational organization.

• Experience working with vendors on escalations, defects, outages, releases, configuration changes, and enhancement requests.

• Familiarity with APIs, data flows, file-based imports and exports, webhooks, synchronization, or other system integration concepts.

• Experience creating knowledge base articles, user guides, SOPs, training materials, or support runbooks.

• Familiarity with ITIL, IT service management, ticketing systems, change control, incident management, and problem management.

• Working knowledge of Microsoft 365, Azure, Entra ID, identity federation, and single sign-on.

Knowledge, Skills, and Abilities

• Ability to translate operational user issues into structured technical troubleshooting and clear escalation details.

• Ability to communicate calmly and effectively during service disruptions or high-priority operational issues.

• Strong organizational skills, attention to detail, and disciplined case and documentation management.

• Ability to prioritize urgent operational needs while continuing to progress routine maintenance, requests, and project work.

• Ability to recognize when an issue requires escalation to a vendor, managed service provider, senior IT resource, application owner, or business leadership.

• Practical understanding of cloud applications, identity, role-based access, integrations, data flows, and technical support lifecycles.

• Ability to support both current named applications and future platforms adopted by the organization.

• Professional judgment, curiosity, accountability, and a willingness to take ownership of assigned work.

Position Conditions

• Standard office environment with occasional travel or field visits to company locations, fire stations, or operational sites as needed.

• May require occasional after-hours support for urgent or business-critical application issues.

• On-call rotation participation may be required.

• Must be able to work onsite in Huntsville, AL.

• Ability to lift up to 25 pounds occasionally.

Position Disclaimer

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and perform other job-related duties as assigned by their supervisor. This document provides an overview of the position currently available and is not an employment contract. The company reserves the right to modify position responsibilities or position descriptions at any time.

Employment is at-will, and either party may terminate the employment relationship at any time, with or without cause and with or without notice, within the confines of federal, state, and local law.

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Compensation

N/A