Application Support Analyst I

The Application Support Analyst I provides first-line functional and technical support for assigned enterprise business applications. The position receives, documents, categorizes, troubleshoots, resolves, and escalates incidents and service requests while keeping users informed throughout the support lifecycle. Working under established procedures and general supervision, the analyst supports application administration, authorized reporting, testing, documentation, user training, vendor coordination, and continuous service improvement. The position handles sensitive business information and performs all responsibilities in accordance with applicable cybersecurity, access-control, change-management, data-handling, and records-management requirements.

The position works directly with peers, business users, customers, partners, and third-party vendors and is expected to provide responsive, service-oriented support. Work may require travel throughout the Port, occasional evening or weekend work, and participation in a scheduled on-call rotation.

Essential Functions

• Provide technical support services for a growing portfolio of applications used by business users
• Provide support by phone, email, Microsoft Teams, and in person
• Receive and triage incoming support requests in a professional and courteous manner
• Gather and document the information required to manage support requests from intake through closure
• Record, categorize, prioritize, track, and document all support requests, troubleshooting decisions, actions taken, escalations, and final resolutions
• Partner with other IT functions and escalate complex technical, configuration, integration, security, or business-process issues as appropriate
• Coordinate communication with third-party vendors and internal teams needed to drive issues to resolution
• Provide timely status updates to users and stakeholders throughout the support lifecycle
• Recommend best practices and alternative solutions within the position’s assigned authority
• Assist with impact analysis, regression testing, user-acceptance testing, and implementation validation for application changes and upgrades
• Document test cases, expected results, actual results, defects, and approvals for application changes and upgrades
• Create and maintain , troubleshooting guides, known-error documentation, and end-user instructions
• Assist in developing and providing end-user training for new applications and enhancements to existing applications.
• Create and maintain authorized reports, dashboards, saved searches, queries, and related outputs within NetSuite and other supported business applications
• Install, configure, and administer assigned applications under established procedures and general supervision

• Associate degree in information technology, business, computer information systems, or a related field, or an equivalent combination of education and relevant experience
• Working knowledge of Microsoft 365 applications and collaboration tools
• Ability to learn and support multiple business applications and related processes
• Ability to organize and prioritize concurrent incidents, service requests, testing activities, and assigned work
• Ability to work independently under general supervision and within established procedures
• Ability to take initiative and follow assigned work through completion
• Strong customer-service, analytical, troubleshooting, and problem-solving skills
• apply non-standard thinking sound judgment. Ability to troubleshoot issues, identify root causes, and develop practical solutions
• Ability to communicate technical information verbally and in writing using concise, user-friendly language
• Ability to produce accurate, complete, and usable technical and end-user documentation
• Strong attention to detail and accuracy, with the ability to plan, organize, and manage multiple assignments
• Ability to handle confidential and sensitive information in accordance with applicable requirements
• Effective written, verbal, interpersonal, and customer-service skills
• Service-oriented approach with a commitment to accurate, timely, and professional support
• Ability to follow established procedures while exercising appropriate judgment within assigned authority
• Ability to work effectively and collaboratively in a team environment

Qualifications - Preferred:

• Experience with service-desk or help-desk ticketing systems
• Experience with one-on-one or group training of software users
• Knowledge of NetSuite
• Knowledge of Microsoft Teams
• Knowledge of Maximo
• Knowledge of Power BI

Licenses / Certification Required:

• Possess a valid Florida Driver’s License
• Able to secure a Transportation Worker Identification Credential (TWIC)

Physical Requirements

• Tasks involve the ability to exert light physical effort in sedentary to light work.
• May involve lifting, carrying, pushing, or pulling objects and materials weighing up to 30 pounds.

Environmental Requirements

• Office environment, with the ability to travel to and from other offices and buildings.