Senior IT Support Specialist

Aqua Finance, Inc.

10d•Onsite

About The Position

The Senior IT Support Specialist serves as the primary technical escalation authority and quality anchor within the IT Support function. This role assumes ownership of complex, high impact, recurring, or sensitive issues and drives resolution through structured investigation and cross-functional coordination. In addition to advanced troubleshooting responsibilities, this position reinforces operational standards, strengthens investigative discipline across the team, and reduces repeat incidents through pattern recognition and process refinement. The Senior IT Support Specialist functions as a subject matter expert (SME), coach, and operational improvement leader, supporting the continued maturity and stability of the service function.

Requirements

Associate degree in IT related field, or commensurate work experience required
3 years of experience in IT support, service desk, or technical customer support roles required
Demonstrated experience supporting end-user technology in a regulated or audit-conscious environment
Proven ability to troubleshoot complex or escalated technology issues using structured investigation and problem-solving techniques
Strong working knowledge of end-user operating systems, devices, and applications, with the ability to perform and guide others through hands-on support activities
Experience validating work quality, documentation, and escalation readiness prior to handoff to downstream resolver groups
Demonstrated ability to mentor or guide other support staff through technical issues and resolution ownership
Attention to detail and accuracy required
Excellent verbal and written communication skills required
Proficient in the utilization of Microsoft Office Suite
Ability to thrive in a fast-paced work environment

Nice To Haves

Customer service experience preferred
Financial industry experience preferred
CompTIA A+ or other industry standard certification preferred

Responsibilities

Serve as the formal escalation point for complex, high impact, stalled, or recurring incidents and service requests
Maintain end-to-end ownership of escalated issues, coordinating across internal teams and external partners to ensure timely and complete resolution
Perform advanced troubleshooting and structured root cause analysis when issues exceed standard resolution paths or require deeper technical investigation
Analyze recurring patterns and service trends to identify systemic issues, documentation gaps, or workflow breakdowns; recommend and support corrective actions to reduce repeat incidents
Own the execution of Service Desk quality assurance (QA) procedures, including leading structured QA review sessions and providing feedback and coaching
Reinforce operational standards by validating intake quality, escalation clarity, documentation integrity, and adherence to established procedures
Provide structured coaching and technical mentorship to IT Support Specialists to strengthen investigative skills, ownership discipline, and technical competency
Lead knowledge transfer efforts and assist in training new or developing team members on troubleshooting methodologies, identity processes, and operational standards
Support identity and access management (IAM) oversight activities, including access validation, entitlement review, and adherence to least-privilege and audit requirements
Review and perform audit-related operational practices to ensure alignment with defined compliance controls and documentation defensibility
Lead or contribute to defined operational improvement initiatives, workflow refinements, automation efforts, or tooling enhancements
Maintain advanced working knowledge of supported systems, directory services, cloud platforms, and operational tooling to function as a subject matter expert resource
Perform IT Support Specialist responsibilities as operationally required