IT Support Specialist

This position is 100% onsite at our Orange, CA office

The IT Support Specialist is responsible for managing the organization’s helpdesk system and supporting basic computer and network functionality. This role serves as the first point of contact for technical support and plays a critical role in ensuring the reliability, performance, and usability of the organization’s technology environment. The IT Support Specialist works under the direction of the Head of Technology and follows all company policies, procedures, and applicable laws and regulations.

Key Responsibilities

Help Desk Administration

• Serve as the first point of contact for helpdesk requests, including ticket intake, prioritization, resolution, and escalation.
• Coordinate with employees to understand technical issues and provide timely, appropriate solutions.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Escalate complex or unresolved issues to the Network Administrator or Head of Technology as needed.
• Maintain accurate documentation of incidents, resolutions, and user instructions.

Network and System Support

• Configure and maintain user accounts, permissions, and access rights.
• Monitor network performance and report issues or anomalies to the Network Administrator.
• Perform basic network troubleshooting and assist with connectivity issue resolution.
• Install, configure, and update software applications on user workstations.

User Support and Customer Service

• Provide clear guidance and support to employees regarding hardware, software, and network usage.
• Create and maintain user guides, FAQs, and knowledge base articles.
• Promote best practices related to technology usage and data security.

Continuous Improvement

• Assist with the procurement process for hardware and software purchases.
• Identify opportunities to improve helpdesk processes and implement effective solutions.
• Stay current on emerging technologies, industry trends, and best practices in IT support.

Qualifications

Education & Experience

• Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Preferred: 4 years of experience in helpdesk support or a similar IT support role.

Technical Skills

• Familiarity with Windows operating systems and computer hardware components.
• Knowledge of basic networking concepts and protocols.
• Proficiency with Microsoft Office Suite and helpdesk ticketing systems.
• Strong understanding of how software, hardware, and infrastructure interact and affect system performance and troubleshooting.

Certifications (Preferred)

• CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar certifications.

Skills & Abilities

• Excellent communication and teamwork skills.
• Ability to read, interpret, and clearly explain technical documentation, safety rules, operating instructions, and procedure manuals.
• Strong reasoning and critical-thinking skills.
• Intermediate to advanced problem-solving abilities, with the capacity to follow written, oral, or diagram-based instructions.
• Ability to work independently and resolve issues involving multiple variables with little or no supervision.

Why AO?

Our culture is built on collaboration, trust, and the belief that great work happens when people are supported and challenged in equal measure. You’ll find a team that values:

• Strong relationships, with clients and each other
• A roll-up-your-sleeves mentality
• Continuous learning and professional growth
• Thoughtful design paired with technical rigor

At AO, you will work alongside colleagues who care deeply about what they do and are committed to building something meaningful together.

Benefits

We offer competitive compensation and a comprehensive benefits package designed to support our team. Highlights include:

• Medical, dental, life, and supplemental insurance
• Most medical plans fully paid for employee-only coverage
• Company-paid basic life insurance and long-term disability
• Retirement plan, health savings, and flexible spending accounts
• Paid vacation, holidays, and sick time
• Free parking and convenient transit access
• Employee discount program (OC location)