Senior IT Support Specialist

Aqua Finance, Inc.

. Serve as the formal escalation point for complex, high impact, stalled, or recurring incidents and service requests .

Posted 10/6/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced troubleshooting and structured root cause analysis capabilities while maintaining end-to-end ownership of escalated issues. Proficient in mentoring IT Support Specialists and ensuring compliance with operational standards in a regulated environment.

Highest-signal resume keywords

Advanced TroubleshootingRoot Cause AnalysisIT Support ExperienceCompTIA A+ CertificationCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End-User Technology SupportOperating Systems KnowledgeDocumentation ValidationEscalation ManagementAudit PracticesWorkflow RefinementsAutomation EffortsTechnical MentorshipService Desk Quality AssuranceIncident Management

Soft Skills

Attention to DetailExcellent Communication SkillsCoaching AbilityProblem-Solving TechniquesAbility to Thrive in Fast-Paced Environment

Tools & Technologies

Microsoft Office SuiteCloud PlatformsDirectory ServicesOperational Tooling

Certifications & Qualifications

CompTIA A+

Industry Keywords

Financial Industry ExperienceRegulated EnvironmentAudit-Conscious Environment

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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
Perform advanced troubleshooting and structured root cause analysis
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 Service Desk quality assurance procedures, including structured QA review sessions and feedback/coaching
Reinforce operational standards by validating intake quality, escalation clarity, documentation integrity, and procedure adherence
Provide structured coaching and technical mentorship to IT Support Specialists
Lead knowledge transfer and assist in training new or developing team members
Support IAM oversight activities, including access validation, entitlement review, least-privilege adherence, and audit requirements
Review and perform audit-related operational practices aligned with compliance controls and defensible documentation
Lead or contribute to operational improvement initiatives, workflow refinements, automation efforts, or tooling enhancements
Maintain advanced working knowledge of supported systems, directory services, cloud platforms, and operational tooling as an SME resource
Perform IT Support Specialist responsibilities as operationally required

Requirements

What you’ll need

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
Ability to sit for extended periods and work on a computer 90% of the time
Ability to occasionally lift, push, or pull up to 20 pounds