Senior IT Support Specialist

About the role

One Park Financial (OPF), a financial technology company serving small businesses, is looking for an experienced, service-oriented Senior IT Support Specialist to join its on-site team in Santo Domingo. The role provides hands-on Level 1 support to employees in a fast-paced operational environment and acts as a key local IT resource. It also covers scheduled IT, operational and security checklists, validations and audits.

Key responsibilities

• Provide Level 1 support for Windows desktops and laptops, including hardware, software, application and peripheral issues, and act as the main on-site IT support resource.
• Troubleshoot PCs, laptops, monitors, printers, TVs, headsets, keyboards, mice, Wi-Fi, network connections and VoIP phones; support Microsoft 365, Outlook, Teams and Exchange Online.
• Manage user accounts: new-hire setup, terminations, password resets, account unlocks, onboarding and offboarding, using Active Directory, Okta and other identity and access platforms.
• Handle IT support tickets, document resolutions, escalate unresolved incidents and maintain the help desk knowledge base.
• Install, configure, move and replace equipment, perform IMACs, assist with inventory and asset tracking, and handle damaged or obsolete equipment.
• Run daily, weekly, monthly and quarterly checklists and audits of workstations, equipment, systems and security controls, following SOPs and documenting results.
• Collaborate with Network, Systems, Security and Applications teams, support VoIP/contact-center platforms (e.g., Five9), and report local outages.
• Maintain IT procedures, inventory records and operational documentation, and recommend process improvements.

Required profile

• 3+ years of experience in Help Desk, Desktop Support, IT Support or a similar technical support role; previous senior or highly experienced IT support experience strongly preferred.
• Associate's or Bachelor's degree in Information Technology, Computer Science or a related field, or equivalent certifications and experience.
• Strong hands-on experience supporting Windows desktops and laptops.

Required skills

• Windows desktop and laptop support
• Active Directory and Okta
• Microsoft 365, Outlook, Teams, Exchange Online
• VoIP troubleshooting