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Applications Support Specialist I

3 weeks ago

Fort Lauderdale, Florida, United States Moss & Associates (Construction) Full time

Company Overview
Moss is a national, privately held construction firm providing innovative solutions resulting in award-winning projects. With regional offices across the United States, Moss focuses on construction management, solar EPC, and design-build. The company's diverse portfolio encompasses a wide range of sectors, including luxury high-rise residential, landmark mixed-use developments, hospitality, K-12 and higher education, justice, solar energy and battery storage, and sports. Moss is ranked by Engineering News-Record as the nation's top solar contractor and one of the top 50 general contractors. Moss prides itself on a strong entrepreneurial culture that honors safety, quality, client engagement, and employee development. Its employees consistently rank Moss as one of the best places to work.

POSITION SCOPE AND ORGANIZATIONAL IMPACT
Moss's Application Support Specialist I serves as the first point of contact for technical support, providing timely and effective resolution to user issues and inquiries. This role focuses on L1 (Level 1) support activities, including incident triage, basic troubleshooting, and escalation management to ensure optimal system performance and user satisfaction.

This position is based in Fort Lauderdale, FL, and will report to the office daily.
Essential Job Duties And Responsibilities

  • Incident Management & Troubleshooting

  • Serve as the first line of support for incoming technical issues via phone, email, and ticketing system

  • Log, categorize, and prioritize support tickets accurately and efficiently
  • Perform initial troubleshooting and resolve L1 issues within established SLAs
  • Escalate complex issues to L2/L3 support teams with detailed documentation

  • Follow established standards and procedures for all applications supported

  • User Support & Service Delivery

  • Assist users with password resets, account unlocks, and access requests

  • Guide basic application functionality and navigation
  • Document issue resolution steps and maintain knowledge base articles

  • Follow up with users to ensure satisfactory resolution

  • System Monitoring & Maintenance

  • Monitor system alerts and respond to notifications promptly

  • Perform routine system checks and report anomalies
  • Assist with user access provisioning and de-provisioning
  • Monitor and respond to user inquiries during scheduled maintenance periods

  • Verify system availability and report issues following maintenance activities

  • Documentation & Communication

  • Maintain accurate and detailed ticket documentation

  • Update the internal knowledge base with common issues and solutions
  • Communicate status updates to users and stakeholders
  • Participating in team meetings and knowledge-sharing sessions

Education And Work Experience

  • Bachelor's degree in Information Technology, Computer Science, or a related field is preferred
  • 2+ years of experience in technical support or a help desk role is required
  • Proven experience using ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk, or similar)
  • Experience supporting enterprise applications (ERP, CRM, etc.) is preferred
  • ITIL Foundation certification or familiarity with ITIL practices is preferred
  • Experience with remote support tools is preferred
  • Demonstrated ability to troubleshoot technical issues methodically
  • Strong understanding of IT Support fundamentals
  • Proficiency with Windows operating systems and iOS mobile devices
  • Proficiency with Microsoft Office Suite and collaboration tools
  • Excellent verbal and written communication skills
  • Strong customer service orientation with patience and empathy
  • Ability to work independently and as part of a team
  • Strong organizational skills and attention to detail
  • Ability to manage multiple priorities in a fast-paced environment

JOB TITLE: APPLICATION SUPPORT SPECIALIST I
JOB LOCATION: FORT LAUDERDALE, FL
CLASSIFICATION: FULL TIME – EXEMPT – SALARIED
REPORTS TO: MANAGER, SOLAR SYSTEMS SUPPORT
Moss is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.