Application Support Analyst I

Application Support Analyst IThe 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 FunctionsProvide technical support services for a growing portfolio of applications used by business usersProvide support by phone, email, Microsoft Teams, and in personReceive and triage incoming support requests in a professional and courteous mannerGather and document the information required to manage support requests from intake through closureRecord, categorize, prioritize, track, and document all support requests, troubleshooting decisions, actions taken, escalations, and final resolutionsPartner with other IT functions and escalate complex technical, configuration, integration, security, or business-process issues as appropriateCoordinate communication with third-party vendors and internal teams needed to drive issues to resolutionProvide timely status updates to users and stakeholders throughout the support lifecycleRecommend best practices and alternative solutions within the position's assigned authorityAssist with impact analysis, regression testing, user-acceptance testing, and implementation validation for application changes and upgradesDocument test cases, expected results, actual results, defects, and approvals for application changes and upgradesCreate and maintain troubleshooting guides, known-error documentation, and end-user instructionsAssist in developing and providing end-user training for new applications and enhancements to existing applicationsCreate and maintain authorized reports, dashboards, saved searches, queries, and related outputs within NetSuite and other supported business applicationsInstall, configure, and administer assigned applications under established procedures and general supervisionMinimum Qualifications:Associate degree in information technology, business, computer information systems, or a related field, or an equivalent combination of education and relevant experienceWorking knowledge of Microsoft 365 applications and collaboration toolsAbility to learn and support multiple business applications and related processesAbility to organize and prioritize concurrent incidents, service requests, testing activities, and assigned workAbility to work independently under general supervision and within established proceduresAbility to take initiative and follow assigned work through completionStrong customer-service, analytical, troubleshooting, and problem-solving skillsAbility to communicate technical information verbally and in writing using concise, user-friendly languageAbility to produce accurate, complete, and usable technical and end-user documentationStrong attention to detail and accuracy, with the ability to plan, organize, and manage multiple assignmentsAbility to handle confidential and sensitive information in accordance with applicable requirementsEffective written, verbal, interpersonal, and customer-service skillsService-oriented approach with a commitment to accurate, timely, and professional supportAbility to follow established procedures while exercising appropriate judgment within assigned authorityAbility to work effectively and collaboratively in a team environmentQualifications – Preferred:Experience with service-desk or help-desk ticketing systemsExperience with one-on-one or group training of software usersKnowledge of NetSuiteKnowledge of Microsoft TeamsKnowledge of MaximoKnowledge of Power BILicenses / Certification Required:Possess a valid Florida Driver's LicenseAble 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.