Regional IT Support Specialist: Escalation Pro

Ware Malcomb; Irvine (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Ware Malcomb is seeking an IT Support Specialist II to support end users in the Irvine office and regional offices. This mid-level role handles troubleshooting, ticket triage, and escalation for onsite and remote staff.

Working hours are 8:00 AM–5:00 PM local time, with after-hours tasks as needed. You will maintain hardware/software inventories, assist with office moves, and contribute to documentation and regional IT initiatives.

Qualifications

• Bachelor’s degree or equivalent combination of technical training/work experience.
• Minimum of three (3) years of IT support experience with Windows 10/11, Active Directory, Office 365, MS Office, PC imaging.
• Applications: AutoCAD, Civil 3D, Revit; Sketchup, Adobe Suite, SharePoint.
• Knowledge of infrastructure and cybersecurity fundamentals.
• Ability to communicate clearly to a non-technical audience.

Responsibilities

• Serve as escalation resource for the helpdesk team.
• Troubleshoot and triage tickets for WM team members onsite and remote.
• Manage help desk queue to ensure timely response and resolution.
• Provide excellent customer service through effective communication.
• Resolve IT requests within established SLAs.
• Escalate issues to senior technicians or IT management as needed.
• Support 3+ offices with 100+ employees total.
• Assist with office moves, expansions or builds.

Skills

Infrastructure knowledge

Cybersecurity fundamentals

Customer service

English communication

Ticket triage

Education

Bachelor’s degree or equivalent in technical field

Tools

Windows 10/11

Active Directory

Office 365

AutoCAD

Civil 3D

Revit

SketchUp

Adobe Suite

SharePoint

PC imaging

VPN/Zoom/VoIP

Job description

Ware Malcomb is seeking an IT Support Specialist II to support end users in the Irvine office and regional offices. This mid-level role handles troubleshooting, ticket triage, and escalation for onsite and remote staff.

Working hours are 8:00 AM–5:00 PM local time, with after-hours tasks as needed. You will maintain hardware/software inventories, assist with office moves, and contribute to documentation and regional IT initiatives.