IT Support Specialist

Jobtailor; Commerce (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor in California seeks an experienced IT Support Specialist to provide Level 2/3 support for desktops, laptops, and peripherals, and to install and maintain Windows and macOS systems.

You will support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint), manage Active Directory and user accounts, and coordinate IT asset lifecycle. The role requires strong troubleshooting, documentation, and SLA adherence.

Qualifications

• 5+ years in IT support, desktop support, or service desk roles.
• Bachelor’s degree or technical degree in IT or related field (or equivalent experience).
• Advanced experience supporting end-user hardware and peripherals.
• Strong knowledge of Windows OS, macOS, and Microsoft 365.
• Intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Experience with ITSM tools (ServiceNow, Freshservice, Jira, Zendesk, Entra).
• Excel, Power BI, and business reporting tools.
• Experience supporting ERP or business systems (SAP, Oracle, NetSuite, Dynamics).
• Willingness to respond in exceptional urgency to assure system operation.
• Ability to explain technical issues to non-technical users.
• Strong analytical and troubleshooting skills.
• Ability to prioritize and manage multiple tasks under pressure.
• Strong sense of ownership and accountability.
• IT certifications such as CompTIA A+, Network+, ITIL Foundation, or similar a plus.

Responsibilities

• Provide Level 2 and 3 support and installation for desktops, laptops, mobile devices, printers, scanners, and peripherals.
• Install, configure, and maintain Windows and macOS operating systems.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint.
• Diagnose and resolve complex hardware, software, and performance issues.
• Troubleshoot office LAN, Wi‑Fi, VPN, and network-connected devices, including printers.
• Support and coordinate configuration of network devices (switches, access points, firewalls) in collaboration with infrastructure teams.
• Serve as the local IT point of contact during network outages or connectivity incidents.
• Work with application, ERP, and data teams to resolve reporting or data access issues.
• Provide support to employees and QAD users to troubleshoot and resolve system issues impacting business operations in a timely manner.
• Serve as an escalation point for complex incidents and recurring issues.
• Ensure incidents and service requests are resolved within defined SLA using the IT ticketing system.
• Perform root cause analysis and recommend permanent solutions.
• Maintain high-quality technical documentation and knowledge base articles.
• Manage Active Directory and Microsoft 365 user accounts, groups, and permissions; access support.
• Lead onboarding and offboarding IT on-site activities.
• Maintain accurate IT asset inventory and lifecycle management.
• Support audit, compliance, and internal control activities (SOX, IT policies).

Skills

Analytical thinking

Troubleshooting

Communication

Prioritization under pressure

Education

Bachelor’s degree or technical degree in Information Technology or related field

Tools

Windows OS

macOS

Microsoft 365

Intune

ServiceNow

Jira

Job description

Responsibilities

• Provide Level 2 and Level 3 support and installation for desktops, laptops, mobile devices, printers, scanners, and peripherals
• Install, configure, and maintain Windows and macOS operating systems
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint
• Diagnose and resolve complex hardware, software, and performance issues
• Troubleshoot office LAN, Wi-Fi, VPN, and network-connected devices, including printers
• Support and coordinate configuration of network devices (switches, access points, firewalls) in collaboration with infrastructure teams
• Serve as the local IT point of contact during network outages or connectivity incidents
• Work with application, ERP, and data teams to resolve reporting or data access issues
• Provide support to employees and QAD users to troubleshoot and resolve system issues impacting business operations in a timely manner
• Serve as an escalation point for complex incidents and recurring issues
• Ensure incidents and service requests are resolved within defined service levels (SLA’s) using the IT ticketing system
• Perform root cause analysis and recommend permanent solutions
• Maintain high-quality technical documentation and knowledge base articles
• Manage Active Directory and Microsoft 365 user accounts, groups, and permissions; access support
• Lead onboarding and offboarding IT on-site activities
• Maintain accurate IT asset inventory and lifecycle management
• Support audit, compliance, and internal control activities (SOX, IT policies)

Requirements

• 5+ years of experience in IT support, desktop support, or service desk roles
• Bachelor’s degree or technical degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Advanced experience supporting end-user hardware and peripherals
• Strong knowledge of WindowsOS, macOS, and Microsoft 365
• Intermediate networking knowledge (TCP/IP, DNS, DHCP, VPN)
• Experience with Intune and identity / access management
• Experience with ITSM tools (ServiceNow, Freshservice, Jira, Zendesk, Entra)
• Excel, Power BI, and business reporting tools
• Experience supporting ERP or business systems (SAP, Oracle, NetSuite, Dynamics)
• Willingness and availability to respond in exceptional cases of urgency to assure the systems operation
• Ability to explain technical issues to non-technical users
• Strong analytical and troubleshooting skills
• Ability to prioritize and manage multiple tasks under pressure
• Strong sense of ownership and accountability
• IT certifications such as CompTIA A+, Network+, ITIL Foundation, or similar a plus

Core Competencies

Demonstrates expertise in providing Level 2 and Level 3 IT support, including installation and maintenance of Windows and macOS operating systems, as well as proficiency in Microsoft 365 services. Capable of troubleshooting complex hardware and software issues while managing IT asset inventory and ensuring compliance with internal controls.