Sr. IT Support Specialist

Overview

Join the nation’s leader in second-look finance servicing as our Sr. IT Support Specialist! 

The impact you’ll have at Concora Credit:

Our Sr. IT Support Specialist will provide advanced-level technical support for all aspects of the Concora Credit Inc. IT environment, including end-user systems, production systems, network operations, and file transfer services. The position will provide oversight and technical guidance to Tier 1 (T1) Service Desk Analysts and partner with other IT staff on a variety of various projects and issues requiring a combination of technical expertise, analysis, communications, and customer service skills.

This position is located at our Akron, OH office, and is required to be onsite Monday through Friday.

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Responsibilities

As our Sr. IT Support Specialist, you will:

• Troubleshoot and resolve hardware issues, including laptops, peripherals, imaging devices, and meeting room technology. Address software problems, configuration updates, and system performance concerns.
• Collaborate closely with network, server, and endpoint engineering teams, systems administrators, and software development teams to resolve complex issues and implement IT solutions.
• Act as a point of escalation for Concora Credit incidents and tickets, collaborating with IT teams across disciplines.
• Provide training and guidance for Service Desk Analysts (T1) and maintain IT support documentation and escalation procedures for T1, T2, and IT Automation Support Assistant.
• Monitor Tier 2 ticketing and infrastructure systems, ensuring timely responses to end-user requests.
• Troubleshoot production issues (e.g., batch processing, web services, SQL), identifying and resolving or coordinating fixes.
• Communicate IT concepts clearly to non-technical users, including crafting concise company-wide IT incident notifications.
• Continuously learn and expand knowledge of systems beyond immediate scope to better support IT teams and end users.
• Respond to customer/end-user requests for assistance in a prompt and professional manner.
• Follow runbook procedures for incidents and support inventory and asset management.
• Participate in weekly on-call rotations for after-hours support.

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Qualifications

Requirements:

• 2- or 4-year degree and/or equivalent experience in an advanced Tier 2 support role (hardware focus preferred)
• Strong understanding of Windows, PC/Laptop hardware, and software troubleshooting concepts
• 2 years of experience with:
  • Production applications, including batch processing
  • Scripting languages (e.g., PowerShell, VBScript)
  • VPN and VDI environments
  • Remote support platforms (e.g., GoToResolve, ControlUp, TeamViewer)
  • Intune, Active Directory, and Entra systems
  • IT asset tracking and lifecycle management

Core Competencies Desired

• Must be detail-oriented and have strong customer service skills and organizational ability.
• Proven skills in troubleshooting a wide variety of hardware, software, and connectivity issues.
• Knowledge of IT Operations and data center terminology, concepts, practices, & procedures.
• Be receptive to frequent system changes and adapt quickly to evolving processes, technologies, and best practices.
• Demonstrate a hunger for knowledge with the self-drive to seek out learning opportunities, stay current on industry trends, and proactively share insights and knowledge with the team.
• Strong written and spoken business communication tailored to varied technical audiences.
• Collaborative team player who communicates effectively with stakeholders, peers, and third parties.

Certifications (Preferred)

• AZ900 - Microsoft Azure Certification
• MS900 – Microsoft 365 Certification
• CompTIA A or equivalent

What’s In It For You:

• Medical, Dental and Vision insurance for you and your family
• Relax and recharge with Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
• We invest in your future through Tuition Reimbursement
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Concora Credit Is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com.