Sr. Technical Support Specialist

Firstrust Bank•Horsham, PA

2d•Hybrid

About The Position

The Senior Technical Support Specialist plays a critical role in ensuring the smooth operation of the company’s technology infrastructure. This position is responsible for troubleshooting hardware and software issues, providing timely technical support to end-users and senior level executives, and contributing to the maintenance and improvement of IT systems. The role serves as a key point of escalation for complex technical issues, ensuring timely resolution and appropriate follow‑up with customers. Additionally, this position assists with workload distribution and queue management.

Requirements

Associate or bachelor’s degree in information technology, Computer Science, or a related field; or equivalent work experience.
5+ years of experience in IT support with at least 2 years supporting C-level executives.
Strong knowledge of Windows and MacOS operating systems, mobile operating systems (iOS, Android).
Expertise in troubleshooting hardware, software, and network issues.
Excellent communication and interpersonal skills.
High level of discretion and professionalism in handling confidential information.
Ability to work independently and in a high-pressure environment.
Ability to work independently and as part of a team.
Capable of clarifying technical issues in terms that are easy to comprehend.

Nice To Haves

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Responsibilities

Provide first and second-level technical support to end-users via phone, email, or in-person.
Diagnose and resolve hardware, software, and network-related issues promptly.
Serve as an escalation point for complex issues before elevating to higher-level IT staff or management.
Install, configure, and maintain computer systems, printers, and other peripherals.
Assist with the deployment of new software applications and updates.
Assist users with software and hardware-related questions and problems.
Provide training and guidance to end-users on best practices for using IT resources.
Create and update user manuals, guides, and documentation.
Troubleshoot and resolve basic network connectivity issues.
Assist with network setup and configuration tasks as needed.
Coordinate with network administrators to ensure consistent network performance.
Implement and follow IT security protocols and procedures.
Assist in maintaining compliance with company and regulatory IT standards.
Monitor systems for security vulnerabilities and take appropriate actions.
Perform routine system maintenance tasks, such as updates, upgrades, and patches.
Participate in the implementation of IT projects and initiatives
Contribute ideas for improving IT processes and systems.
Participate in projects aimed at improving support services and end user experience.
Execute support-related projects from inception to completion, ensuring timely delivery and quality outcomes.
Collaborate with various IT departments and business units to successfully implement projects.
Provide comprehensive support for Audio Visual (AV) equipment, ensuring seamless operation for Zoom and Microsoft Teams meetings, including setup, troubleshooting, and user assistance.
Assist with the deployment of new technologies and special projects for the executive team.
Coordinate with other IT teams to ensure seamless support for executive initiatives.
Support the Technical Support Manager with workload distribution and queue management.
Monitor incoming tickets and calls to ensure service-level agreements (SLAs) are met.