Regional IT Support Specialist — Escalations & End-User

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

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.