Applications Support Specialist I

Moss•Fort Lauderdale, FL

40d•Onsite

About The Position

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. 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.

Requirements

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

Responsibilities

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
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
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
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