IT Support Specialist

L1 It Support Specialist

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.

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.