IT Support Specialist – Level 1

Triple Crown; San Jose (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

Triple Crown is a nationwide technology and engineering firm delivering top-tier engineering talent to innovative companies. The IT Support Specialist I provides first-level technical support to employees, ensuring timely resolution of issues and delivering exceptional customer service.

Reporting to the IT Lead, this onsite role supports end-user hardware, software, mobile devices, and enterprise apps, escalating complex issues to senior staff and helping maintain reliable technology for

Qualifications

• Associate degree in information technology, CS, or related field preferred.
• 0–2 years of IT help desk or desktop support experience.
• Experience with Windows 10/11 and Microsoft 365.
• Familiarity with Active Directory and Entra ID.
• Experience with IT ticketing systems (Spiceworks, Jira Service Management, Freshservice).
• Basic networking knowledge (Wi-Fi, TCP/IP, VPN, printers).
• Strong problem-solving and customer service skills.

Responsibilities

• Provide first-line IT support to employees via ticketing, email, phone, and in-person.
• Troubleshoot hardware, software, printer, mobile device, and network issues.
• Image and deploy laptops and peripherals; set up new workstations.
• Assist with Microsoft 365 administration and account provisioning.
• Escalate complex issues to senior staff and document steps.
• Maintain inventory records of hardware and software.
• Support office tech setups and audiovisual systems.
• Participate in after-hours deployments when needed.

Skills

Windows 10/11

Microsoft 365

IT ticketing

Active Directory/Entra ID

Networking basics

Customer service

Problem solving

Communication

Education

Associate degree in information technology

Tools

Spiceworks

Jira Service Management

Freshservice

Job description

Triple Crown is a nationwide technology and engineering firm that connects top-tier talent with some of the most innovative companies in the world. Specializing in Hardware, Embedded, Software, and Mechanical engineering, we’re trusted by Fortune 500 companies and fast-growing startups to deliver highly skilled professionals.

With five offices across the U.S. and a candidate-first approach, we move fast to meet the demands of today’s most complex projects. Our team is relationship-driven, results-focused, and passionate about helping engineers and clients thrive.

Recognized as one of the largest and fastest-growing staffing firms in the industry, we’re proud of our bold, high-energy culture built on strong values, real collaboration, and unlimited growth potential.

The IT Support Specialist I provides first-level technical support to employees across the organization, ensuring timely resolution of technology issues while delivering an exceptional customer service experience. This role supports end-user hardware, software, mobile devices, and enterprise applications, serving as the first point of contact for IT support requests and escalating more complex issues to senior IT staff when appropriate.

Reporting to the IT Lead, the IT Support Specialist I plays a key role in supporting the organization's day-to-day technology operations, ensuring employees have reliable technology and timely technical support to remain productive.

Duties and Responsibilities:

End User Support

• Serve as the first point of contact for technology support requests from employees and contractors, providing assistance through the IT ticketing system, email, phone, and in-person support.
• Respond to and resolve support requests in accordance with established service level expectations (SLAs).
• Troubleshoot and resolve common hardware, software, printer, mobile device, Microsoft 365, and network connectivity issues through both remote and in-person support.
• Build positive working relationships by delivering responsive, courteous, and solution-oriented technical support.
• Prepare, image, deploy, maintain, and recover company-issued laptops, monitors, peripherals, and other endpoint devices in accordance with IT standards.
• Set up new employee workstations and assist with onboarding and offboarding activities, including account provisioning, equipment deployment, and device recovery.
• Escalate unresolved or complex issues to senior IT staff while documenting troubleshooting steps and maintaining ownership through resolution.
• Identify recurring support issues and recommend process improvements, documentation updates, or knowledge base articles to improve service delivery.

Account and Device Administration

• Create, modify, and disable user accounts, passwords, distribution groups, and permissions in accordance with established procedures.
• Assist with Microsoft 365 administration, including Outlook, Teams, OneDrive, and related applications.
• Support endpoint management activities, including software installation, updates, and basic device configuration.
• Maintain accurate inventory records for hardware, software, peripherals, and assigned technology assets throughout their lifecycle.
• Follow established security policies and promptly report suspected security incidents, phishing attempts, or unauthorized access.

Customer Service & Operations

• Deliver friendly, professional, and timely customer service while communicating technical information in a clear and understandable manner and ensuring users are informed throughout the support process.
• Document support requests, resolutions, and knowledge articles within the IT service management system, maintaining accurate records and up-to-date SOPs for training and operational consistency.
• Assist with office technology setups, conference room equipment, printers, and audiovisual systems.
• Support scheduled maintenance activities and occasional after-hours work during technology deployments or upgrades.
• Perform other duties as assigned.

Qualifications and Skills:

• Associate degree in information technology, Computer Science, or a related field preferred, or an equivalent combination of education, certifications, and relevant experience.
• 0–2 years of experience in an IT help desk, desktop support, or technical support role.
• Working knowledge of Microsoft Windows 10/11, Microsoft 365, common business productivity applications, and basic computer hardware troubleshooting.
• Basic knowledge of Microsoft Active Directory, Microsoft Entra ID, Microsoft 365 administration, password management, and user account lifecycle management.
• Familiarity with IT ticketing systems such as Spiceworks, Jira Service Management, Freshservice, or similar platforms.
• Basic knowledge of networking concepts, including Wi‑Fi, TCP/IP, VPN connectivity, and printer troubleshooting.
• Strong analytical and problem‑solving skills with a demonstrated willingness to learn new technologies and continuously expand technical knowledge.
• Ability to prioritize multiple support requests in a fast‑paced environment while maintaining attention to detail.
• CompTIA A+, Microsoft Fundamentals, or other entry‑level IT certifications are preferred but not required.
• Demonstrated ability to manage multiple priorities, adapt to changing business needs, and work effectively both independently and as part of a team.
• Excellent customer service, communication, and interpersonal skills with the ability to work effectively across all levels of the organization.
• Demonstrated professionalism, integrity, accountability, and the ability to handle confidential information appropriately.
• This position is an onsite/in-person role

Triple Crown Consulting provides equal employment opportunities to all employees and employment applicants without regard to considerations of race, color, religion or creed, gender, sex (including pregnancy), national origin or ancestry, ethnicity, citizenship status, genetic information, military or veteran status, age, and physical or mental disability, or any other classification protected by applicable local, state, or federal laws. Triple Crown Consulting does not tolerate discrimination in any aspect of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.