IT Support Specialist I

Job title: IT Support Specialist I

Reports to: Manager, Technical Operations

Department: Central Services

Location: Alpharetta, GA

Grade: 13

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The IT Support Specialist I is responsible for providing reliable, timely support for common end-user technology issues while building foundational knowledge of systems and processes. This role supports overall organizational productivity through clear communication, accurate documentation, and consistent follow-through, ensuring employees can rely on technology support to stay focused and productive. This is an entry-level position ideal for individuals looking to build a strong foundation in IT support and progress toward more advanced technical roles.

Responsibilities: 

• Respond to user tickets involving hardware, software, access, and device issues.

• Follow documented Standard Operating Procedures (SOPs) and runbooks for all troubleshooting steps.

• Perform initial triage and classification of incidents.

• Document all actions clearly and accurately within the ticketing system.

• Support onboarding and offboarding tasks, including account setup and device provisioning.

• Maintain clear, professional, and timely communication with end users, setting appropriate expectations.

• Support monitoring, alert response, and routine operational checks.

• Escalate complex or unfamiliar issues to Specialist II or III with clear context.

• Collaborate effectively with team members to ensure smooth handoffs and issue resolution.

What Success Looks Like:

• Independently resolves routine hardware, software, access, and device issues within SLA, accurately triaging and escalating with clear context.

• Follows SOPs and runbooks consistently, producing clean, accurate ticket documentation.

• Maintains professional, timely communication with users, setting appropriate expectations.

• Supports onboarding/offboarding and responds appropriately to monitoring alerts and operational checks.

• Collaborates effectively with the team, escalating to Specialist II/III with clear context, and consistently meets service targets (≥90% SLA compliance, strong CSAT).

Candidate Requirements:

Minimum Requirements

• Strong fundamentals in troubleshooting and customer support.

• Ability to follow SOPs and structured processes accurately and consistently.

• Clear written and verbal communication skills.

• Basic understanding of Windows and/or macOS operating systems.

• Familiarity with O365 or Google Workspace environments.

• Basic knowledge of MFA (Multi-Factor Authentication), VPN, printers, and endpoi