IT Support Specialist

About the role

This position is 100% onsite at our Orange, CA office and not eligible for relocation assistance.

Responsibilities

• Serve as the first point of contact for helpdesk requests, including ticket intake, prioritization, resolution, and escalation.
• Coordinate with employees to understand technical issues and provide timely, appropriate solutions.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Escalate complex or unresolved issues to the Network Administrator or Head of Technology as needed.
• Maintain accurate documentation of incidents, resolutions, and user instructions.
• Configure and maintain user accounts, permissions, and access rights.
• Monitor network performance and report issues or anomalies to the Network Administrator.
• Perform basic network troubleshooting and assist with connectivity issue resolution.
• Install, configure, and update software applications on user workstations.
• Provide clear guidance and support to employees regarding hardware, software, and network usage.
• Create and maintain user guides, FAQs, and knowledge base articles.
• Promote best practices related to technology usage and data security.
• Assist with the procurement process for hardware and software purchases.
• Identify opportunities to improve helpdesk processes and implement effective solutions.
• Stay current on emerging technologies, industry trends, and best practices in IT support.

Qualifications

• Education & Experience: Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. Preferred: 4 years of experience in helpdesk support or a similar IT support role.
• Technical Skills: Familiarity with Windows operating systems and computer hardware components; Knowledge of basic networking concepts and protocols; Proficiency with Microsoft Office Suite and helpdesk ticketing systems; Strong understanding of how software, hardware, and infrastructure interact and affect system performance and troubleshooting.
• Certifications (Preferred): CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar certifications.

Skills & Abilities

• Excellent communication and teamwork skills.
• Ability to read, interpret, and clearly explain technical documentation, safety rules, operating instructions, and procedure manuals.
• Strong reasoning and critical-thinking skills.
• Intermediate to advanced problem-solving abilities, with the capacity to follow written, oral, or diagram-based instructions.
• Ability to work independently and resolve issues involving multiple variables with little or no supervision.