IT Support Specialist _ Commerce, CA
HybridCommerce, California, United States
Job Summary
Provide Level 2 and Level 3 support for desktops, laptops, mobile devices, printers, and peripherals while installing and maintaining Windows and macOS operating systems. Diagnose and resolve complex hardware, software, and performance issues, including troubleshooting LAN, Wi-Fi, VPN, and network-connected devices. Support Microsoft 365 services, manage Active Directory accounts, and coordinate network device configurations with infrastructure teams. Serve as the local escalation point for complex incidents, perform root cause analysis, and ensure tickets are resolved within defined SLAs. Lead onboarding and offboarding activities, maintain accurate IT asset inventory, and support audit compliance. This role is 60% customer support and 40% IT support, requiring on-site presence Monday through Friday with occasional nights and weekends.
Required Qualifications
- 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
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