Senior IT Support Specialist

Job Summary

To maintain service quality and operational consistency, the full-time Senior IT Support Specialist will act as a senior escalation point for support issues, coordinate incident management, and provide mentorship to support staff in a fully remote environment with occasional office visits based on business needs.

Key responsibilities:

• Act as a senior escalation point for complex support issues, ensuring effective resolution and communication
• Own incident coordination for escalated issues, maintaining situational awareness of open incidents and service impacts
• Identify recurring issues and recommend process improvements while supporting audit and access review activities

Required qualifications:

• Bachelor's degree or equivalent combination of education and relevant work experience
• 5+ years of experience in senior IT support or service delivery within a corporate environment
• Experience with ticketing systems (Jira or equivalent) and supporting SaaS applications
• Deep understanding of audit, compliance, and regulatory processes, particularly in regulated industries
• Experience mentoring or serving as a senior point of escalation for other support staff