Senior IT Support Specialist

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