Senior Technical Support Specialist

Position Overview

As a Senior Technical Support Specialist at Citizens Trust Bank—with over 100 years of community commitment—you will play a critical role in ensuring that our technical systems function optimally and our IT services meet user needs. You will embody our values of Integrity, Collaboration, Innovation, Service Excellence, Respect, Accountability, and Leadership, contributing to both operational excellence and professional growth. Enjoy competitive compensation and a comprehensive benefits package as part of our dedicated team.

Key Responsibilities

• Apply system-analyst techniques and consult with users to determine hardware, software, or systems functional specifications.
• Maintain IT services by installing/upgrading software, installing hardware, configuring systems and applications, analyzing reports, documenting procedures, and coordinating with users.
• Configure and support the internal Helpdesk solution (LanSweeper), monitor response times, oversee ticket completion, and update the knowledge base; report status to the department manager.
• Manage IT assets including configuration, imaging, and distribution as needed.
• Mentor junior Helpdesk personnel.
• Handle customer technical support cases via phone, email, and helpdesk ticket submission, ensuring timely resolution and maintaining user confidence.
• Test computer components to maintain system functionality.
• Utilize advanced Office 365 troubleshooting skills and assist in system migrations.
• Demonstrate advanced knowledge of computer hardware, peripherals, and domain-based networks (including file/print shares, mail, and application servers).
• Manage Active Directory tasks related to user account creation/modification, security group policies, and distribution groups.
• Oversee mobile device management and support for tablets and mobile devices.
• Implement Malware/Ransomware/Email Security best practices.
• Assist with creating support tickets for external third-party resources while demonstrating excellent written and verbal communication skills.
• Quickly absorb and retain technical information, presenting ideas in user-friendly language.
• Prioritize and execute tasks efficiently in a high-pressure environment while maintaining a resolution mindset.
• Deliver exceptional, customer-focused support within a collaborative team setting.
• Show a strong willingness and aptitude to learn, maintain, upgrade, and implement critical business systems and processes.

Required Qualifications

• Bachelor's degree from an accredited university or college in computer science, engineering, or a related technical field, or equivalent combination of education and experience.
• 5+ years of IT support experience.
• Advanced knowledge of Remote Monitoring and Management (RMM) tools.
• Advanced understanding of operating systems including Microsoft Windows (10, 8, 7), macOS, iOS, and Android, as well as typical Office suite applications.
• Advanced knowledge of networking concepts, troubleshooting, and general administration.
• Proficient in Office 365 advanced troubleshooting and system migrations.
• Solid understanding of computer hardware, domain-based networks, Active Directory management, mobile device management, and Malware/Ransomware/Email Security best practices.

Preferred Qualifications

• Experience in an MSP/IT as a Service environment.
• Industry-relevant certifications (MCES, Helpdesk, AT, Network+, Security+).

Benefits & Perks

• Medical, Dental, Vision, and Prescription coverage
• 401(k) Retirement Plan
• Life Insurance
• Accidental Death & Dismemberment
• Short & Long Term Disability
• Flexible Spending Plan
• Paid Time Off, Vacation, and Holiday Pay
• Tuition Reimbursement and Employer Assisted Housing Program
• EEO/AA compliant policies
• Wholesale Membership Program
• Wellness Program
• Employee Assistance Referral Services (EAP)
• Legal Shield Program
• Group Cancer & Accident Insurance Programs
• Worker’s Compensation Program
• Free Banking Services
• Awards and Recognition Programs
• Training & Development Programs and much more