Level 1 IT Support Specialist

You check the ticket queue in the morning because you like starting the day with a clear picture of what's ahead. No task is beneath you; you know every senior engineer in this industry started by imaging laptops and resetting passwords. You take notes, you follow up, and you own your mistakes. You'd rather figure things out yourself, but you ask for help before you waste time spinning your wheels. You're also comfortable using AI tools to work faster and smarter, whether that's drafting documentation, researching an error message, or triaging a ticket, without losing sight of the fact that you're the one accountable for getting it right.

What you'll do

· Answer inbound support calls and work the ticket queue, prioritizing by urgency

· Triage and resolve Level 1 issues: password resets, printer problems, Outlook sync, Teams, Microsoft 365, VPN, and basic network troubleshooting

· Diagnose problems quickly and accurately, using the AI tools we provide to speed up research, documentation, and resolution. Claude is our internal go-to; you'll also work with Copilot, ChatGPT, and client-specific assistants. Always verify AI output before acting on it

· Image, deploy, configure, and maintain workstations, peripherals, printers, scanners, and mobile devices (Windows and Mac) from our standard images, making sure each new setup is complete and ready for the user

· Handle day-to-day user and device tasks in Entra ID and Intune (group and license assignments, device enrollment), escalating deeper changes as needed

· Document every ticket in HaloPSA as you go; good documentation makes everyone's life easier, including yours

· Escalate clearly to Level 2/Level 3 (or the NOC) when something's above your level

· Support clients onsite across LA and OC on a weekly schedule, and come into our Irvine office about once a week to manage inventory and pick up equipment for client setups and deliveries

· Assist with onboarding new users across multiple clients and industries

· As our team grows, this role will move into a shared on-call rotation, so expect occasional after-hours coverage over time

What makes someone succeed here

· Solves problems by gathering information and thinking through options, not just guessing and hoping

· Manages multiple priorities and a busy queue without dropping the ball

· 2+ years of hands-on experience working at an MSP (managed service provider); this is a requirement, not a preference

· Comfortable and effective with AI tools day to day, and familiar with a range of them (Claude, Copilot, ChatGPT) since client environments vary. We provide AI tools and expect everyone to use them, with the judgment to verify AI output rather than take it at face value

· Live in Los Angeles or Orange County and stay local for the duration of the role. Regular client onsites mean relocating out of the area isn't compatible with the position

· Reliable car and a valid California driver's license, with reliable transportation to client sites

· Comfortable working onsite regularly (this is a hybrid role, not remote), including a weekly trip to our Irvine office for inventory and equipment pickup

· A clean, private, dedicated workspace at home for remote days, suitable for handling confidential client information

· Clear, friendly communication with non-technical people; strong customer service skills, including with difficult or emotional client situations

· Ability to diagnose problems quickly and introduce a resolution with minimal supervision

· Proficient with Microsoft 365 as an end user (Outlook, Teams, Word, Excel) and general Microsoft Office skills

· Familiarity with the Microsoft cloud stack and comfortable navigating Entra ID, Entra Domain Services, Intune, and Azure for everyday tasks: finding a user, checking group and license assignments, and confirming a device is enrolled and compliant (our environment is cloud-first, with little to no on-premises Active Directory)

· Honest, self-motivated, and a team player who documents internal procedures and keeps commitments

· Punctual and dependable

Nice to have

· CompTIA A+, Network+, Microsoft, and/or Google certifications

· Experience with HaloPSA, NinjaOne, Keeper, or similar PSA/RMM tools

· Deeper administration experience with Azure, Intune (device compliance policies and app deployment), Conditional Access, or SharePoint Online

· Associate degree in IT, Computer Science, or a related field, * MSP: 2 years (Required)

Pulled from the full job description

• 401(k) 4% Match
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Cell phone reimbursement, · $25.00 to $30.00 per hour, based on experience

· 30 to 40 hours per week, Monday through Friday

· Health, dental, and vision insurance

· 401(k) with up to 4% company match

· PTO: 2 weeks in year one, unlimited after your one-year anniversary

· $25/month cell phone stipend

Physical demands & work environment

The employee must occasionally lift and/or move up to 10 pounds. Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.

Job type

· Full time, hybrid: Irvine, CA 92618 and client sites across LA/OC

· Supervisory responsibilities: None

Equal opportunity

EZ Tek Solutions is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law.

Pay: $25.00 - $30.00 per hour, * 401(k) matching

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

EZ Tek Solutions is a managed IT and managed intelligence provider supporting law firms, accounting firms, and nonprofits across LA and Orange County. We're hiring a Level 1 IT Support Specialist to be the front line for our clients: someone who already knows their way around a ticket queue and is ready to grow with a small, collaborative team.