IT Support Specialist I
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Summary
First-level IT support role at an on-site Anaheim, CA manufacturer. The specialist is the main point of contact for end-user tickets, troubleshooting Windows, Microsoft 365, hardware, printers, and basic network issues, setting up workstations, and escalating complex problems to senior IT staff or MSPs.
Employment Type: Full-Time
Work Environment: On-Site
Reports To: Manager, Infrastructure & IT Services
Location: Anaheim, CA
IT Support Specialist I
Position Summary
The IT Support Specialist I serves as the primary point of contact for end-user technical support across multiple business units and remote locations. This position provides first-level assistance for hardware, software, Microsoft 365 applications, and basic network connectivity while delivering exceptional customer service.
The role is responsible for resolving common technical issues, deploying and configuring workstations, maintaining end-user computing equipment, and ensuring timely resolution or escalation of more complex technical issues to senior IT staff or managed service providers (MSPs) when appropriate. Working closely with the IT team, the IT Support Specialist I helps maintain a reliable, secure, and efficient computing environment that supports business operations and user productivity.
Essential Job Functions
- Serve as the primary point of contact for end-user IT support requests received by phone, email, walk-up, or the help desk ticketing system.
- Respond to, troubleshoot, and resolve Tier 1 hardware, software, printer, peripheral, operating system, and basic network connectivity issues within established service-level expectations.
- Install, configure, deploy, and maintain desktop computers, laptops, mobile devices, printers, monitors, and other end-user technology.
- Perform workstation setup, software installation and updates, and user-account support, including password resets and account lockouts, following established procedures.
- Provide first-level support for Microsoft Windows, Microsoft 365 applications, and other approved business software.
- Accurately document support requests, troubleshooting activities, steps taken, and resolutions within the help desk or IT service-management system.
- Escalate unresolved or complex technical issues to Tier 2 support, Systems Administration, the IT Systems Analyst, IT Systems Lead, managed service providers, or other appropriate IT resources.
- Deliver professional, timely customer service while educating users on supported technologies and promoting effective use of IT resources.
- Assist with equipment collection, deployment, redeployment, inventory management, and disposal in accordance with company procedures, including ensuring assigned equipment is appropriately labeled and documented.
- Monitor and assist with the maintenance of offsite backups in accordance with established IT procedures, escalating backup failures, exceptions, or issues requiring advanced technical intervention to senior IT personnel.
- Create and update basic user guides and knowledge-base articles; follow established IT policies, procedures, technical standards, security requirements, and documentation practices. The position may also assist with higher-level technical activities under the guidance of senior IT personnel for temporary coverage, training, or professional development.
Additional Duties
- Employees may be required to perform other related duties as assigned to meet business needs.
Minimum Qualifications
- High school diploma or equivalent required.
- Associate degree in Information Technology or a related field preferred, or equivalent technical training or experience.
- One (1) to three (3) years of experience providing customer service or technical support.
- Basic knowledge of Microsoft Windows operating systems.
- Familiarity with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
- Basic understanding of computer hardware and peripherals.
- Strong customer service and communication skills.
Preferred Qualifications
- Experience using a help desk, ticketing, or IT service-management system.
- Experience imaging and deploying computers.
- Familiarity with Active Directory user-account administration.
- Familiarity with basic network connectivity concepts and technologies.
- CompTIA A+ certification or equivalent technical certification.
- Experience supporting users in a manufacturing, regulated, multi-site, or office environment.
Knowledge, Skills, and Abilities
- Strong customer service mindset with a willingness and ability to assist others.
- Ability to troubleshoot common computer problems using established procedures.
- Ability to recognize when an issue should be escalated to a more senior technical resource.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Ability to prioritize multiple support requests and competing service needs.
- Ability to work independently within established procedures while collaborating effectively with the broader IT team, vendors, and managed service providers.
- Willingness to learn new technologies, develop technical skills, and progressively undertake more advanced assignments as experience and proficiency grow.
- Professional demeanor and commitment to maintaining the confidentiality and security of company and user information.
Physical Requirements
- Ability to sit for extended periods while working at a computer.
- Ability to lift and move computer equipment weighing up to 30 pounds.
- Ability to bend, reach, kneel, and crawl under desks or work in equipment areas when installing or servicing technology.
- Ability to perform work in office, server-room, and manufacturing environments as required.
- Ability to travel between company locations as business needs require. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
Work Environment
- Office, remote-support, server-room, and manufacturing environments.
- Frequent interaction with end users and IT personnel throughout the workday.
- Moderate noise levels may be encountered in manufacturing areas.
- Standard business hours with occasional overtime or after-hours support during equipment deployments, maintenance activities, system outages, or emergencies.
- Occasional travel between company locations may be required.
The work environment characteristics described are representative of those encountered while performing essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Export Control / ITAR Compliance Statement
This position may require access to information and items subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Access to such information is restricted to
U.S. persons as defined under applicable law. Employment in this position is contingent upon the candidate’s ability to comply with U.S. export control requirements and, where applicable, the company’s ability to obtain any required authorization.
Equal Employment Opportunity Statement
Polymer Concepts Technologies PBY, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Employees may be required to perform other related duties as assigned, consistent with business needs.