IT Support Specialist

Summary

The IT Support Specialist (Tier 1&2 Hybrid) will be the primary point of contact for internal technical assistance at AVB Bank, while also owning escalations through resolution for more complex end-user and endpoint issues. This role helps ensure our team has the functional, secure, and efficient technology they need to serve our customers by delivering day-to-day support, administering key Microsoft 365/endpoint tasks, and maintaining accurate documentation and asset records.

Primary Responsibilities

• Front-Line Support (Tier 1): Act as the first point of contact for staff regarding hardware, software, access, and connectivity issues; triage, document, and prioritize requests.
• Escalation Ownership (Tier 2): Take ownership of escalated tickets from diagnosis through resolution, coordinating with vendors/MSP when needed and communicating status to stakeholders.
• Endpoint Management: Deploy, configure, and maintain workstations, laptops, mobile devices, and peripherals (printers, scanners, etc.), including imaging/provisioning and post-deployment support of workstations.
• Identity & Microsoft 365 Support: Perform approved user lifecycle tasks (joiner/mover/leaver), license assignment, mailbox/access troubleshooting, and basic Teams/SharePoint/OneDrive support for all applicable users.
• Intune & Endpoint Security: Support device compliance, application deployment, BitLocker recovery workflows, and troubleshooting policy/application conflicts in partnership with the IT Operations Manager.
• System Maintenance: Assist with regular software updates, security patches, and basic network troubleshooting to support maintaining systems reliability.
• Voice/Collaboration Support: Support Microsoft Teams, conference room technology, and Webex (VoIP/SIP) endpoints; coordinate carrier/vendor escalation as required.
• Documentation & Asset Management: Maintain an accurate inventory of hardware assets and create/maintain “How-To” guides and runbooks for common staff technical issues.