IT Support Specialist

PTMA Financial Solutions, provides treasury management, liquidity management, and other financial products and services to the public sector. In addition to more than 12,000 local governments, school districts and other public entities, we also partner with over 1,000 financial institutions to help strengthen communities from coast to coast. Our family of financial services companies offers local government investment pool administration, investment advisory services, term investments, cashflow analysis, bond proceeds management, and public finance services for public entitiesplusstable deposit funding solutions for financial institutions.

Our financial expertise, comprehensive products, and advanced technology help clients achieve more today for a better tomorrow. The firm’s primary operational hubs are in Denver, Colorado, and Naperville, Illinois, with other offices throughout the United States.

As a core member of the IT Infrastructure team, theIT Support Specialist acts as the primary analytical engine for our service desk, supporting approximately 300 employees across the U.S. We are aMicrosoft-centric house, and this role requires a candidate moving beyond basic troubleshooting to perform deep analysis of recurring issues and cloud-based workflows. The ideal candidate isn't just a "ticket-taker"; they are a problem-solver who enjoys deconstructing complex issues, documenting solutions for the long term, and providing a high-touch customer experience.

• Analytical Troubleshooting: Provide Tier 1 support for hardware and software, using a data-driven approach to identify root causes rather than just treating symptoms.
• Microsoft Ecosystem Management: Act as a front-line administrator for Microsoft 365andAzureenvironments, managing user identities, permissions, and cloud application access.
• Process Documentation: Create and maintain high-quality internal technical guides and user-facing "How-To" articles to foster self-service and team consistency.
• Multi-Channel Support: Respond to and resolve inquiries via email, chat, phone, or in person, ensuring all interactions are meticulously logged in our ticketing system.
• Collaborative Escalation: Identify when a problem requires specialized expertise and escalate with detailed notes, working closely with senior infrastructure members to see the issue through to resolution.
• Proactive Maintenance: Perform monthly maintenance tasks and assist in testing or validating new technology deployments and projects.

• Microsoft House Expertise: Solid familiarity with the Microsoft 365 Admin Center,Azure Active Directory (Entra ), and the core Office suite.
• Analytical Mindset: Strong ability to break down complex technical problems and a natural curiosity to ask "why" until a solution is found.
• Communication &
  
  Collaboration:
  
  Ab le to translate "tech-speak" into plain English for end users while remaining a helpful, approachable team player.
• Documentation Disciplines: Proven experience in writing clear, concise procedures for both technical and non-technical audiences.
• Customer Obsession: A genuine care for the end-user experience, prioritizing follow-ups and high satisfaction scores.

• Experience: 1–3 years of dedicated service desk or technical support experience in a professional environment.
• Education: Associate or bachelor’s degree in information technology or a related field is preferred.
• Certifications: Relevant Microsoft certifications (e.g.,MS-900 Microsoft 365 Fundamentals or
  
  AZ-900 Azure Fundamentals) are a significant plus.
• Technical Knowledge: Deep understanding of Windows OS, basic networking (DHCP/DNS), and cloud-based identity management.