Senior IT Support Specialist
The Senior IT Support Specialist serves as the primary technical escalation authority and quality anchor within the IT Support function. This role assumes ownership of complex, high impact, recurring, or sensitive issues and drives resolution through structured investigation and cross-functional coordination.
In addition to advanced troubleshooting responsibilities, this position reinforces operational standards, strengthens investigative discipline across the team, and reduces repeat incidents through pattern recognition and process refinement. The Senior IT Support Specialist functions as a subject matter expert (SME), coach, and operational improvement leader, supporting the continued maturity and stability of the service function.
This hybrid position is based in Wausau, WI and requires on-site attendance three days per week (Tuesday, Wednesday, and Thursday). Employees may work remotely on Mondays and Fridays.
Essential Functions
- Serve as the formal escalation point for complex, high impact, stalled, or recurring incidents and service requests
- Maintain end-to-end ownership of escalated issues, coordinating across internal teams and external partners to ensure timely and complete resolution
- Perform advanced troubleshooting and structured root cause analysis when issues exceed standard resolution paths or require deeper technical investigation
- Analyze recurring patterns and service trends to identify systemic issues, documentation gaps, or workflow breakdowns; recommend and support corrective actions to reduce repeat incidents
- Own the execution of Service Desk quality assurance (QA) procedures, including leading structured QA review sessions and providing feedback and coaching
- Reinforce operational standards by validating intake quality, escalation clarity, documentation integrity, and adherence to established procedures
- Provide structured coaching and technical mentorship to IT Support Specialists to strengthen investigative skills, ownership discipline, and technical competency
- Lead knowledge transfer efforts and assist in training new or developing team members on troubleshooting methodologies, identity processes, and operational standards
- Support identity and access management (IAM) oversight activities, including access validation, entitlement review, and adherence to least-privilege and audit requirements
- Review and perform audit-related operational practices to ensure alignment with defined compliance controls and documentation defensibility
- Lead or contribute to defined operational improvement initiatives, workflow refinements, automation efforts, or tooling enhancements
- Maintain advanced working knowledge of supported systems, directory services, cloud platforms, and operational tooling to function as a subject matter expert resource
- Perform IT Support Specialist responsibilities as operationally required
Required Education and Experience
- Associate degree in IT related field, or commensurate work experience required
- 3 years of experience in IT support, service desk, or technical customer support roles required
- Customer service experience preferred
- Financial industry experience preferred
- CompTIA A+ or other industry standard certification preferred
- Demonstrated experience supporting end-user technology in a regulated or audit-conscious environment
- Proven ability to troubleshoot complex or escalated technology issues using structured investigation and problem-solving techniques
- Strong working knowledge of end-user operating systems, devices, and applications, with the ability to perform and guide others through hands-on support activities
- Experience validating work quality, documentation, and escalation readiness prior to handoff to downstream resolver groups
- Demonstrated ability to mentor or guide other support staff through technical issues and resolution ownership
- Attention to detail and accuracy required
- Excellent verbal and written communication skills required
- Proficient in the utilization of Microsoft Office Suite
- Ability to thrive in a fast-paced work environment
Physical Demands
While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.
This position is an office-based position where you must be able to sit for extended periods of time. The employee will be working on a computer 90% of the time.
