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/One Drive support for all applicable users.

Intune & Endpoint Security:
Support device compliance, application deployment, Bit Locker 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.

Minimum Requirements 2+ years in a professional help desk, desktop support, or junior systems support role Technical Proficiency:
Strong knowledge of Windows 10/11 and Microsoft 365 administration fundamentals (Entra , Exchange Online, Teams). Working knowledge of Intune (device provisioning, policy/app troubleshooting) and common endpoint security concepts.

Networking Fundamentals:
Solid understanding of TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting (able to isolate workstation vs. network vs. ISP/carrier issues).Problem-Solving:
Ability to diagnose and resolve technical issues methodically, escalating appropriately while maintaining ownership.

Communication:
Exceptional “bedside manner”; the ability to explain technical concepts to non-technical staff with patience and clarity.

Security Mindset:
Demonstrates attention to least privilege, data handling, and audit-ready processes suitable for a banking environment.

Preferred Experience Tier 1&2 hybrid experience

Experience supporting Microsoft 365 in an admin or elevated support capacity (Entra /Azure AD, Exchange Online, Teams; Intune experience strongly preferred).Experience working within a regulated industry (finance, healthcare, etc.) is a plus.

Exposure to VoIP/collaboration platforms (Webex VoIP/SIP and/or Microsoft Teams) and conference room technology.

Relevant certifications (CompTIA A+, Network+, Security+, or Microsoft endpoint/M365 role-based certifications).

Physical Requirements Lift (weight): 25 pounds

Frequency:
Occasionally Other:
Ability to see details at a close range; ability to convey, listen to and understand information presented through spoken words and sentences; ability to efficiently process data, discern patterns, and recognize inconsistencies in information.

AVB is an EEO Employer.
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