Senior IT Support Specialist

Lead Bank • Kansas City, MO

1d

About The Position

We are seeking a skilled and experienced Senior IT Support Specialist to join our IT team. This role is critical in ensuring seamless technology operations by providing advanced technical support to employees, resolving complex issues, and maintaining core IT infrastructure, including AV systems. With 4–6 years of hands-on experience, the ideal candidate will thrive in a fast-paced environment and demonstrate a strong ability to manage multiple support requests while delivering exceptional customer service.

Requirements

• 4–6 years of experience in IT support, technical assistance, or related roles.
• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Proficiency in troubleshooting computer systems, mobile devices, AV equipment, and related technology products.
• Strong knowledge of Windows and macOS environments, Microsoft 365, and remote support tools.
• Experience maintaining and supporting AV systems (e.g., Zoom Rooms, projectors, conference equipment).
• Familiarity with ITIL or other IT service management frameworks is a plus.
• Relevant certifications (e.g., CompTIA A+, Microsoft, ITIL) are advantageous.
• Willingness to learn and grow in a team-oriented environment.

Responsibilities

• Act as the primary point of contact for employees requiring technical support across hardware, software, mobile devices, and AV systems.
• Troubleshoot and resolve complex technical issues, escalating unresolved problems to appropriate teams as needed.
• Serve as a Level 2 escalation point for the IT help desk team, providing guidance and support on advanced incidents.
• Maintain and manage AV systems, ensuring readiness and reliability for meetings, presentations, and events.
• Track and document support activities using the IT ticketing system, ensuring clear communication and timely follow-up.
• Contribute to the ongoing development of support processes and documentation to improve service quality and efficiency.
• Coordinate with internal teams to support the installation, configuration, and maintenance of IT equipment.
• Support medium-scale IT-related projects and contribute to infrastructure upgrades as needed.
• Provide on-site support at branch locations to maintain IT and AV systems.
• Performs other duties as assigned

Benefits

• Competitive compensation based on experience, geographic location, and role
• Medical, Dental, Vision, Life, 401k Matching, and other wellness benefits, including FSA, HSA and HRA
• Paid parental leave
• Flexible vacation policy, including PTO and paid holidays
• A fun and challenging team environment in a dynamic industry with ample opportunities for career growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees