IT Applications Support Specialist

Huntsville, AL

The IT Applications Support Specialist provides technical support, training, and maintenance for RMF’s critical business applications, including Baseware, UKG Telestaff, Workforce Management (WFM), and all other Rural Metro Fire applications. This role is essential in ensuring optimal performance and user experience across fire and emergency service operations while serving employee technology needs., Application Support & Maintenance:

• Provide Level 2 technical support across all Rural Metro Fire applications and systems

• Provide comprehensive Level 2 support for all Rural Metro Fire business applications and software systems

• Monitor application performance across all platforms, identify issues, and implement solutions proactively

• Escalate complex technical issues to Level 3 resources when appropriate

• Equip our IT Helpdesk to answer the common application questions

• Coordinate with vendors for escalated technical issues and system updates

Employee Support & Training:

• Serve as the primary point of contact for Rural Metro Fire employees needing business application support that exceeds the IT Helpdesk

• Respond to employee inquiries and support tickets in a timely and professional manner

• Conduct training sessions for new employees and ongoing education for existing staff

• Create and maintain user documentation, procedures, and knowledge base articles

• Provide guidance on best practices and system optimization to employees across all applications

• Ensure employees have the tools and training needed to effectively use business applications

System Administration:

• Perform regular system health checks, backups, and maintenance tasks across all supported applications

• Participate in system upgrades, patches, and new feature implementations

• Ensure compliance with security policies and data protection requirements

Project Support:

• Assist with application implementations, upgrades, and integration projects

• Collaborate with cross-functional teams to analyze business requirements and propose solutions

• Support testing activities for system changes and new functionality

• Document processes and maintain project records

Required

• Bachelor’s degree in Information Technology, Computer Science, or related field, OR equivalent combination of education and experience

• 1+ years of experience in Level 2 application support or system administration

• Experience with enterprise applications and database management

• Experience providing Level 2 support for diverse business applications and software platforms

• Understanding of system integration concepts and APIs

• Familiarity with Windows Azure SSO

• Strong analytical and problem-solving skills for Level 2 technical issues

• Excellent communication skills, both written and verbal

• Ability to work independently and manage multiple priorities

• Strong customer service orientation with patience and professionalism when serving employees

• Detail-oriented with strong documentation skills

• Ability to quickly learn new applications and systems

• Ability to work in a fast-paced emergency services environment

Preferred

• Experience in the public safety, fire services, or emergency services sector

• Experience with enterprise business applications that may include procurement and financial systems

• ITIL certification or familiarity with IT service management practices

• Experience with multiple enterprise software platforms and vendors

Position Conditions

• Standard office environment with occasional field visits to fire stations

• May require occasional after-hours support for critical system issues

• On-call rotation participation may be required

• Ability to lift up to 25 pounds occasionally