{"id":4079812,"url":"https://alion.io/job/koalafi-senior-it-support-specialist","title":"Senior IT Support Specialist","company":{"id":678829,"name":"Koalafi","domain":"koalafi.com","url":"https://alion.io/company/koalafi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richmond, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-11-11T14:51:01Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T04:34:28Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"At Koalafi, we believe in a world where no one has to put an important purchase on hold. That’s why we’re making it easier for more people to pay for big purchases over time.\nRetailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. Their 2M+ customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200+ Koalafi teammates enjoy inspiring and challenging work that accelerates their careers.\nInterested in learning more about how we’re transforming the financing experience and joining our team?\nThe Opportunity\nWe'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.\nThis 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.\nThis 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.\nWhat You'll Do\nBe the day-to-day support contact for the business\nServe 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.\nSupport associates directly and be there when it matters.\nBe 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.\nHelp leadership define and uphold internal support standards.\nPartner 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.\nAbout You\nAn 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.\nTechnically 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.\nExperienced 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.\nA 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.\nOrganized 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.\nPresent 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.\nPreferred Qualifications\nExperience in fintech, payments, lending, or another regulated, transaction-intensive environment is a plus.\nCertifications such as CompTIA A+, Network+, or Security+, Microsoft 365 Certified, ITIL Foundation, or HDI-SCA.\nFamiliarity 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.\nExperience documenting processes and reporting service metrics, plus light scripting or automation (PowerShell, Bash) to streamline repeatable work.\nInterest in using AI tools to improve how IT support works, from knowledge base content to ticket triage and onboarding workflows.\nBachelor's degree in Information Technology or a related field, or equivalent practical experience.\nLocation: Richmond, VA. \nSalary Range: $80,000-$110,000 per year (depending on experience)\n\nAdditional Compensation: This position will be eligible to participate in company bonus plan. \n\nThe final salary offer will depend on factors including, but not limited to, experience, skills, and geographic location. The actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.\nApplications will be accepted until position is filled.\nWhy choose Koalafi: A career at Koalafi means opportunities to tackle exciting challenges every single day. We take pride in a culture of innovation, trust, and ownership. You'll get outside your comfort zone, build meaningful relationships, and most of all, take charge of projects that ultimately help people get the things they need most.\nBenefits:\nAt Koalafi, you will have a direct impact on our products and help shape the company’s success. We offer competitive compensation & benefits packages to keep you at your best:\nComprehensive medical, dental, and vision coverage\n20 PTO days + 11 paid holidays\n401(k) retirement with company matching\nStudent Loan & Tuition Reimbursement \nCommuter assistance\nParental leave (maternal + paternal)\nInclusion and Associate Engagement Programs\nWho we are & what we value: \nWe focus on what’s most important\nWe set clear expectations and deliver\nWe embrace challenges to reach our full potential\nWe ask, “How can this be better?”\nWe move fast together","description_format":"text","description_chars":6874,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Credit Bureaus & Rating Agencies","Consumer Loans & Pawnshops","Buy Now, Pay Later"],"lifecycle":[{"event":"open","at":"2026-11-11T16:49:29Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":44,"reasons":["conf:0","win:early"],"computed_at":"2026-11-12T05:09:27Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":true},"html_url":"https://alion.io/job/koalafi-senior-it-support-specialist","json_url":"https://alion.io/job/koalafi-senior-it-support-specialist.json","meta":{"generated_at":"2026-11-12T05:09:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11289,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678829},"rest":"https://alion.io/mcp/rest/get_company?id=678829"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkoalafi-senior-it-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkoalafi-senior-it-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkoalafi-senior-it-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/koalafi-senior-it-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkoalafi-senior-it-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4079812}},{"tool":"search_jobs","arguments":{"company":"koalafi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4079812},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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