IT Support Specialist II

Ware Malcomb; Irvine (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Ware Malcomb in Irvine, CA is seeking an IT Support Specialist II to support end users in local and regional offices, handling onsite and remote tickets and serving as a mid-level escalation point.

The role emphasizes troubleshooting, SLA adherence, clear communication, ticket queue management, and collaboration with the IT team. Travel to multiple sites and occasional after-hours work may be required.

Qualifications

• Bachelor’s degree or equivalent in tech or related field.
• 3+ years IT support experience with Windows and enterprise apps.
• Experience with AutoCAD, Civil 3D, Revit, SketchUp, Adobe Suite, SharePoint.
• Strong troubleshooting of hardware, software, network, printing and telecom issues.

Responsibilities

• Support end users in the local office and regional offices, onsite and remote.
• Troubleshoot and triage tickets and meet SLA commitments.
• Escalate complex issues to senior technicians or IT leadership as needed.
• Manage help desk queue to ensure timely response and resolution times.
• Coordinate with IT team and end users to maintain relationships and efficiency.
• Travel to various sites and participate in after-hours work when required.

Skills

IT support

Customer service

English communication

Education

Bachelor’s degree or equivalent

Tools

Windows 10/11

Active Directory

Office 365 / MS Office

PC imaging

AutoCAD

Civil 3D

Revit

SketchUp

Adobe Suite

SharePoint

VPN

Zoom

VoIP

Mobile devices

Job description

The IT Support Specialist II is responsible for supporting our end users in the local office and other offices in the region, as assigned by IT leadership. This support role has the primary responsibility of troubleshooting and/or triaging tickets from WM team members onsite and remote, and also functions as a mid-level escalation point for various technologies.

Your Role

• This is a mid-level IT support role that serve as an escalation resource of the helpdesk team
• Work hours are 8:00 AM – 5:00 PM, local time; after-hours work as-needed to complete open tasks
• Provide excellent customer service through effective communication and active engagement.
• Resolve IT requests within established Service Level Agreements (SLA).
• As needed, elevate IT issues to senior-level technicians, infrastructure team or IT management
• Manage own help desk system queue to ensure timely response and resolution times.
• Assist other team members to help balance the IT workload.
• Develop and maintain a close working relationship with the IT team and end users.
• Effective assignment and recovery of IT assets in the assigned region.
• Maintain accurate inventory of all hardware and software.
• Anticipate the unique needs of each office by engaging with its local representatives.
• Be continuously alert and responsive to the ever-evolving needs of the staff in the region.
• Active contributor of technical solutions and documentation.
• Support a minimum of 3 offices with over 100 employees total.
• Assist efforts involving office buildouts, expansions or moves.
• Complete assignments as assigned by the Director of IT, Principal of IT or Ware Malcomb leadership.
• Participate in after-hours work, and travel to various work sites, as needed.

Qualifications

• Knowledge of infrastructure and cybersecurity fundamentals.
• Able to safely lift or carry equipment weighing up to 25 lbs. and reach for overhead items.
• Bachelor’s degree or equivalent combination of technical training/work experience.
• Minimum of three (3) years of support experience with the following:
  • Windows 10/11, Active Directory, Office 365, MS Office, PC imaging, software updates
  • Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint
  • Network connectivity, VPN issues, remote work, Zoom, VoIP, mobile devices
  • Troubleshooting hardware, software, network, printing and telecom issues
• Analytical, critical and deductive reasoning required to troubleshoot user issues.
• Effective communication of technical information to a less technical audience.
• Clear, concise, professional and thorough oral and written communication skills.
• Ability to multi-task, follow processes and procedures and take direction positively.
• Ability to speak, understand and write in English.