Senior IT Support Specialist

We're looking for a Senior IT Support Specialist to be the full-time, hands-on owner of day-to-day IT support for our Richmond and Arlington offices. You will be the primary liaison between Koalafi associates and Code Blue, our contracted IT support partner, making sure every teammate has the equipment, access, and help they need to do their best work.

This is a hybrid role based in Richmond, VA, with a minimum of three days per week on-site. You will be the visible, trusted go-to person for anyone with urgent and tier 2 issues. You will also help define how IT support works at Koalafi, including the internal service levels we hold ourselves and our vendor to.

This role is a partner to the business, not only a help desk. Some issues cannot wait for business hours, so you will be a dependable point of contact for high-impact and urgent requests, including occasional off-hours support for company leaders. You must be equally comfortable with troubleshooting a failing conference-room display and managing a vendor relationship, and calm and clear with executives and non-technical colleagues in both. This role may occasionally require on-call support outside of standard business hours. However, on-call responsibilities are minimal and infrequent, with limited after-hours time commitments.

Serve as Koalafi's primary liaison with our contracted IT support team and tier-2 support point of contact: route and triage requests as needed with Code Blue, follow-up on open tickets, and escalate as needed. Assist with urgent issues and take ownership of keeping associate satisfaction with our contracted support team high.

Be on-site at least three days a week in Richmond to support in-house associates and office technology such as video conferencing, printing, and a small networking stack. Help resolve hardware, software, and access issues when timeliness matters. Act as the point of contact for high-impact and urgent requests, including occasional off-hours support.

Partner with leadership to build internal SLAs for response and resolution. Measure performance against them, spot patterns in recurring issues, and drive improvements with both our contracted IT team and our internal teams.

• An experienced IT support professional. You bring 4+ years of progressive IT support experience, ideally including a senior, lead, or sole-IT-contact role at a small to mid-sized company. You are as comfortable doing the work yourself as coordinating others to get it done.
• Technically hands-on across the stack. You have strong skills with Windows and macOS, Microsoft 365 and Entra ID, and modern identity, SSO, and MDM tools such as Intune and JumpCloud. You understand networking fundamentals, including Wi-Fi, DNS, DHCP, VPN, and switching, and endpoint security basics.
• Experienced with office and meeting room technology. You have supported Zoom Rooms or comparable conference platforms, and you take pride in meeting spaces that work the first time.
• A service-minded, clear communicator. You explain technical topics clearly to non-technical colleagues and executives, set honest expectations, and follow through. You stay calm and organized when something urgent breaks.
• Organized and process-oriented. You keep clean records of assets and procedures. You have supported new-hire onboarding and offboarding, and you naturally document what you build so others can use it.
• Present and dependable. You are able to work on-site in Richmond at least three days a week and are willing to provide occasional off-hours support for urgent, high-impact issues. Able to travel to our Arlington location for project help semi-annually.

• Experience in fintech, payments, lending, or another regulated, transaction-intensive environment is a plus.
• Certifications such as CompTIA A+, Network+, or Security+, Microsoft 365 Certified, ITIL Foundation, or HDI-SCA.
• Familiarity with our environment, including Slack, Zoom, Microsoft 365, and common ticketing and service-desk tools. We value strong fundamentals and sound judgment over expertise in any single product.
• Experience documenting processes and reporting service metrics, plus light scripting or automation (PowerShell, Bash) to streamline repeatable work.
• Interest in using AI tools to improve how IT support works, from knowledge base content to ticket triage and onboarding workflows.
• Bachelor's degree in Information Technology or a related field, or equivalent practical experience.

• We focus on what’s most important
• We set clear expectations and deliver
• We embrace challenges to reach our full potential
• We ask, “How can this be better?”
• We move fast together