IT Support Specialist

AVB Bank; Broken Arrow (OK); Hybrid; USD 42,000 - 64,000; Full time

Job summary

AVB Bank is seeking an IT Support Specialist (Tier 1&2 Hybrid) to be the primary contact for internal technical assistance and to own escalations through resolution. The role covers end-user support, endpoint management, and Microsoft 365 administration, including Entra ID and Intune, with a focus on security and process accuracy to keep systems reliable for banking operations.

You will deploy and maintain devices, manage licenses and access, assist with patching and network troubleshooting, and

Qualifications

• 2+ years in a professional help desk, desktop support, or junior systems support role.
• Strong knowledge of Windows 10/11 and Microsoft 365 administration fundamentals.
• Experience with Entra ID, Exchange Online, Teams; Intune experience preferred.
• Networking fundamentals: TCP/IP, DNS, DHCP, Wi‑Fi troubleshooting.
• Excellent communication and problem‑solving abilities.
• Security-minded with least privilege and audit-ready processes.

Responsibilities

• Front-Line Support (Tier 1): first point of contact for hardware, software, access, and connectivity issues; triage and document requests.
• Escalation Ownership (Tier 2): diagnose, coordinate with vendors/MSP, and resolve escalated tickets.
• Endpoint Management: deploy/configure/maintain workstations, devices, and peripherals; imaging and provisioning.
• Identity & Microsoft 365 Support: user lifecycle tasks, license assignment, mailbox/access troubleshooting, Teams/SharePoint/OneDrive support.
• Intune & Endpoint Security: device compliance, policy deployment, BitLocker workflows, conflicts resolution.
• System Maintenance: apply software updates and security patches; basic network troubleshooting.
• Voice/Collaboration Support: Teams, Webex endpoints; coordinate vendor escalation.
• Documentation & Asset Management: maintain hardware inventory and runbooks.

Skills

Windows administration

Microsoft 365 administration

Intune management

Troubleshooting

Communication

Security mindset

Tools

Entra ID/Azure AD

Exchange Online

Teams

Intune

BitLocker

Job description

SummaryThe 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 ResponsibilitiesFront-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.Escalation Ownership (Tier 2): Take ownership of escalated tickets from diagnosis through resolution, coordinating with vendors/MSP when needed and communicating status to stakeholders.Endpoint Management: Deploy, configure, and maintain workstations, laptops, mobile devices, and peripherals (printers, scanners, etc.), including imaging/provisioning and post-deployment support of workstations.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.Intune & Endpoint Security: Support device compliance, application deployment, BitLocker recovery workflows, and troubleshooting policy/application conflicts in partnership with the IT Operations Manager.System Maintenance: Assist with regular software updates, security patches, and basic network troubleshooting to support maintaining systems reliability.Voice/Collaboration Support: Support Microsoft Teams, conference room technology, and Webex (VoIP/SIP) endpoints; coordinate carrier/vendor escalation as required.Documentation & Asset Management: Maintain an accurate inventory of hardware assets and create/maintain “How-To” guides and runbooks for common staff technical issues.Minimum Requirements2+ years in a professional help desk, desktop support, or junior systems support roleTechnical 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.Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting (able to isolate workstation vs. network vs. ISP/carrier issues).Problem-Solving: Ability to diagnose and resolve technical issues methodically, escalating appropriately while maintaining ownership.Communication: Exceptional “bedside manner”; the ability to explain technical concepts to non-technical staff with patience and clarity.Security Mindset: Demonstrates attention to least privilege, data handling, and audit-ready processes suitable for a banking environment.Preferred ExperienceTier 1&2 hybrid experienceExperience supporting Microsoft 365 in an admin or elevated support capacity (Entra ID/Azure AD, Exchange Online, Teams; Intune experience strongly preferred).Experience working within a regulated industry (finance, healthcare, etc.) is a plus.Exposure to VoIP/collaboration platforms (Webex VoIP/SIP and/or Microsoft Teams) and conference room technology.Relevant certifications (CompTIA A+, Network+, Security+, or Microsoft endpoint/M365 role-based certifications).Physical RequirementsLift (weight): 25 poundsFrequency: OccasionallyOther: 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.