Senior IT Support Specialist
$85,000–$95,000 year
On-siteIrvine, California, United States
Job Summary
Serve as the escalation point for Tier 1 support, triaging and resolving complex, multi-system, or previously unresolved incidents. Provide direct, high-touch technical support to executives and other VIP users, including business-critical after-hours support when needed. Own root-cause diagnosis for recurring or difficult hardware, software, and business-system issues across desktops, laptops, mobile devices, printers, and related equipment. Troubleshoot network infrastructure issues for problems that couldn't be resolved at Tier 1. Diagnose and resolve advanced deployment and configuration issues on Windows and macOS devices, including enrollment or policy failures. Own Microsoft 365 administrative troubleshooting, including Entra ID user and group management, Exchange Online mailbox configuration, Microsoft Intune endpoint policy resolution, and SharePoint/OneDrive permissions. Resolve escalations related to employee onboarding/offboarding and provide informal mentorship to Tier 1 support staff. Salary Range: $85,000 - $95,000/yr. 6-8 years of experience supporting Windows-based desktop environments required. Associate degree in Information Technology or related field, or equivalent work experience.
Required Qualifications
- 6-8 years of experience supporting Windows-based desktop environments, with demonstrated progression into complex/escalated issue resolution
- Hands-on experience administering Microsoft 365 services (Entra ID, Exchange Online, Intune, SharePoint/OneDrive, Teams), not just supporting end users on M365 apps
- Demonstrated ability to work independently and exercise sound judgment on ambiguous or undocumented issues, owning tickets through resolution without close supervision
- Excellent verbal and written communication skills, including experience communicating with and supporting executive-level stakeholders
- Strong customer service mindset and ability to work effectively with employees at all levels of the organization
- Ability to prioritize and manage a mix of escalated tickets and ad hoc requests in a fast-paced environment
- Associate degree in Information Technology or related field, or equivalent work experience
- Occasional ability to move, install, lift, and transport IT equipment as needed
Desired Qualifications
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Modern Desktop Administrator
- Security, Compliance, and Identity Fundamentals (SC-900)
- Advanced experience with ticketing/incident management systems such as ManageEngine ServiceDesk
- Intermediate-to-advanced networking troubleshooting experience
- Strong macOS administration and troubleshooting experience
- Familiarity with basic scripting or automation (e.g., PowerShell) to streamline recurring fixes
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