Specialist I - IT User Support (Remote)

September 21, 2026

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Job Family: Information Technology

Job Sub-Family: Technical Support

Career Specialization: IT User Support

Career Stream: Support

Career Level: S1

Job Profile

Sub-Family Definition

Technical Support is responsible for providing support to teammate end users in areas of personal computers/servers/mainframe applications, data/voice network, and ERP systems. Activities may include:

Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages.
Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems.
Responding to user requests to research complex problems associated with the organization's telecommunications networks (voice and/or data).
Providing real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer.

Career Specialization Definition

IT User Support is responsible for providing day-to-day technical support to teammates for a range of hardware and software related systems. Activities may include:

Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
Provides effective and timely resolution of usersâ€™ problems, queries or complaints.
Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
Other duties as assigned.

Career Level Definition

Entry-level that typically requires little or no prior experience. Responsibilities typically include:

Work that is routine or follows standard procedures.
Work that is closely supervised.
Faces routine problems with clearly defined solutions.
Communicates information that requires little explanation or interpretation.

Knowledge & Experience

Typically requires little to no experience or advanced education

Job Code: ITIUSS1

FLSA Status: Non-Exempt

Salary Grade: 111

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

Compensation offered will be based on a variety of factors, including but not limited to education, work experience, skills, certifications, and geographic location, etc.

Eligible teammates may participate in a comprehensive benefits package that includes medical, dental, vision, life insurance, disability coverage, paid time off, retirement savings through a 401(k) plan, wellness resources, and other programs designed to support teammates' health and financial well-being, subject to plan terms and eligibility requirements. In addition, certain positions may be eligible for incentive compensation, bonuses, or other variable compensation, subject to applicable plans and performance criteria. General information on our comprehensive benefits package can be found by visiting Employee Benefits | Banking Career Benefits | Atlantic Union Bank

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...