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
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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.
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Escalation Ownership (Tier 2): Take ownership of escalated tickets from diagnosis through resolution, coordinating with vendors/MSP when needed and communicating status to stakeholders.
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Endpoint Management: Deploy, configure, and maintain workstations, laptops, mobile devices, and peripherals (printers, scanners, etc.), including imaging/provisioning and post-deployment support of workstations.
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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.
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Intune & Endpoint Security: Support device compliance, application deployment, BitLocker recovery workflows, and troubleshooting policy/application conflicts in partnership with the IT Operations Manager.
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System Maintenance: Assist with regular software updates, security patches, and basic network troubleshooting to support maintaining systems reliability.
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Voice/Collaboration Support: Support Microsoft Teams, conference room technology, and Webex (VoIP/SIP) endpoints; coordinate carrier/vendor escalation as required.
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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
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2+ years in a professional help desk, desktop support, or junior systems support role
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Technical Proficiency: Strong knowledge of Windows 10/11 and Microsoft 365 administration fundamentals (Entra ID, Exchange Online, Teams). Working knowledge of Intune (device provisioning, policy/app troubleshooting) and common endpoint security concepts.
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Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting (able to isolate workstation vs. network vs. ISP/carrier issues).
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Problem-Solving: Ability to diagnose and resolve technical issues methodically, escalating appropriately while maintaining ownership.
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Communication: Exceptional “bedside manner”; the ability to explain technical concepts to non-technical staff with patience and clarity.
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Security Mindset: Demonstrates attention to least privilege, data handling, and audit-ready processes suitable for a banking environment.
Preferred Experience
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Tier 1&2 hybrid experience
- Experience supporting Microsoft 365 in an admin or elevated support capacity (Entra ID/Azure AD, Exchange Online, Teams; Intune experience strongly preferred).
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Experience working within a regulated industry (finance, healthcare, etc.) is a plus.
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Exposure to VoIP/collaboration platforms (Webex VoIP/SIP and/or Microsoft Teams) and conference room technology.
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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.
