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Job Responsibilities:

The L1 IT Support Specialist serves as the frontline face of IT for our Santa Clara office, providing reliable, professional, and fast on-site support to all onsite workers. Operating on a rotating schedule that ensures one specialist is always present during business hours, these individuals handle everything from day-to-day troubleshooting and access issues to the procurement and provisioning of equipment. They are the first point of contact for any technology need — and their speed, ownership, and professionalism directly shapes the onsite worker experience.

Key Responsibilities

Serve as the primary on-site IT contact for all onsite workers, resolving Level 1 hardware, software, and connectivity issues quickly and professionally.
Provide support across all enterprise on-premise and cloud-based systems including Office 365, SharePoint Online, Microsoft Teams, Citrix ShareFile, Okta, and related platforms.
Troubleshoot Windows and Mac laptops and desktops, browser-based applications, peripheral devices (mice, keyboards, monitors, etc.), and common login/access issues.
Manage Active Directory and Azure Active Directory (AAD) user and device administration.
Manage the end-to-end procurement process for IT equipment and software licensing — submitting purchase requests, coordinating with vendors, negotiating pricing, tracking orders, and maintaining accurate inventory records.
Provision and configure new onsite worker workstations, laptops, and peripherals, ensuring devices are ready for use on day one.
Handle account setup, password resets, and access provisioning/deprovisioning in coordination with relevant system owners.
Timely escalation of service desk tickets to appropriate teams and personnel when issues exceed L1 scope, with clear and documented handover notes.
Maintain a clean, organized IT storage area with up-to-date asset tracking and equipment documentation.
Coordinate scheduling with the second L1 specialist to ensure at least one technician is on-site at all times during business hours.
Log all tickets, resolutions, and asset changes in the IT service management system with accuracy and timeliness.
Ensure adherence to global IT processes, procedures, and standards, and actively contribute to their continuous improvement.
Participate in cross-functional IT projects involving multiple teams across Welocalize locations.

Additional Job Details:

Required Skills & Experience

Bachelor's degree or equivalent work experience, preferably in Computer Science or IT/IS.
1–3+ years of hands-on IT support or systems administration experience in a professional office environment.
Strong working knowledge of Windows and Mac OS troubleshooting, browser-based applications, and enterprise SaaS platforms (e.g., Office 365, SharePoint Online, Microsoft Teams, Citrix ShareFile, Okta, Zendesk, Workday, JIRA, Confluence).
Microsoft Azure Active Directory user and device administration experience.
Microsoft Intune and Endpoint management experience.
Experience with hardware procurement and provisioning — including vendor coordination, asset tracking, device configuration, and software license management.
Familiarity with file and folder NTFS security permissions, share permissions, security groups, and Microsoft 365 groups.
Understanding of fundamental network technologies (DHCP, DNS, VPN, NAT, etc.) including hands-on IP address configuration, network patching, and switch installation.
Proven ability to resolve issues quickly, manage multiple requests simultaneously, and prioritize effectively in a fast-paced environment.
Excellent interpersonal and communication skills — able to clearly explain technical issues to non-technical onsite workers with patience and professionalism.
Strong written and verbal English communication skills.

Nice to Have

PowerShell, Logic Apps, Power Automate, and/or Power Apps experience.
Broad infrastructure background covering networking, operating systems, and application topologies.
Experience with ISP equipment and hands-on network infrastructure work.
CompTIA A+, Google IT Support Certificate, Microsoft certifications, or equivalent.

Your Competencies

The desire and ability to deal with everyone in a professional, timely, and efficient manner.
Strong work organization, prioritization, and time management skills.
Methodical troubleshooting and problem-solving approach.
Fast learner who can adapt quickly to new systems and environments.
Ability to take initiative, ownership, and proactively investigate issues before they escalate.
High sense of ownership and urgency; known for following issues through to resolution without needing to be prompted.

Success Looks Like

Consistent on-site coverage with zero gaps — onsite workers always have access to an IT resource when needed.
Fast, professional resolution of L1 tickets with high onsite worker satisfaction scores.
New hire equipment is procured, configured, and ready before day one — every time.
Inventory, asset records, and software licenses are accurate, current, and audit-ready.
Escalations to higher tiers are well-documented, reducing resolution time for more complex issues.
Onsite workers across the office view IT as a reliable, responsive partner — not a bottleneck.