IT Support Specialist, Level 1

Join the Modus Advanced team as an IT Support Specialist Level 1 and become the person our entire company depends on when technology gets in the way of the work. You will be the first point of contact for IT issues across both facilities, supporting employees on the shop floor, in the office, working from home, and traveling. From laptops and monitors to thermal printers and hand-held scanners, you keep the tools working so our team can keep building.

At Modus Advanced, one day matters. Our customers are racing to bring life-changing and life-saving products to market. When a scanner goes down in shipping or a machinist cannot access a drawing, that is not an inconvenience - it is lost hours on a program someone is counting on. Your responsiveness has a direct line to whether we hit our commitments.

What Success Looks Like

A successful IT Support Specialist Level 1 is known by name across the company for the right reasons. Requests get acknowledged quickly, issues get resolved cleanly, and people are not afraid to ask for help. New hires have working equipment and accounts on day one, every time. Departing employees are offboarded completely and promptly. And the documentation you write means the next person does not have to solve the same problem twice.

The key differentiator from a Level 2: You own direct user support, hardware, and onboarding and offboarding execution. A Level 2 owns the security layer - threat monitoring, patch management, access control policy, and CMMC compliance documentation. You escalate security-related issues to Level 2 and to the IT Director. This role is the entry point into that path.

Key ResponsibilitiesDirect Employee Support

• Serve as first point of contact for IT issues across Livermore, Carlsbad, remote, and traveling employees
• Track, prioritize, and resolve requests using the Tech Tracker List
• Communicate clearly with non-technical users, explaining issues and resolutions in plain language
• Escalate complex, security-related, or infrastructure-level issues to the IT Support Specialist Level 2 or IT Director
• Follow up on open items so nothing sits unresolved without an owner

Hardware Support and Installation

• Install, configure, and troubleshoot laptops, monitors, docking stations, and peripherals
• Support printers, including thermal printers used in production and shipping operations
• Support hand-held scanners and other warehouse and shop floor devices
• Assist with hardware and software specification research for new purchases
• Maintain accurate records of assigned equipment and asset location

Onboarding and Offboarding

• Prepare and deploy equipment, accounts, and access for new hires ahead of their start date
• Provision and configure company phones
• Deliver first-day IT orientation and basic training for new employees
• Execute offboarding promptly and completely, including equipment recovery and account deactivation
• Coordinate with HR and hiring managers to stay ahead of start and end dates

Documentation and Process

• Create and maintain documentation for IT processes, common fixes, and standard configurations
• Build and update employee-facing how-to guides that reduce repeat requests
• Support employee training procedures related to IT tools and systems
• Contribute to custom development project planning as a voice for the end user
• Maintain a high level of confidentiality regarding company, customer, and employee information

• Must be a US Citizen
• 1+ years of IT support, help desk, or equivalent hands-on technical experience
• Associate’s degree, technical certificate, or equivalent experience
• Experience supporting users across multiple locations, including remote employees, preferred
• Exposure to a manufacturing, warehouse, or regulated environment a plus
• CompTIA A+, Network+, or similar certification preferred, or willingness to obtain

Technical Skills

• Basic to advanced knowledge of networks
• Basic to advanced knowledge of hardware support processes
• Basic to advanced troubleshooting and problem resolution skills
• Basic to advanced proficiency with Microsoft Office and Microsoft 365
• Familiarity with ticketing systems and IT documentation practices

Personal Attributes

• Genuinely helpful; you like solving problems for people, not just for machines
• Able to communicate technical issues clearly to non-technical users without condescension
• Discreet and trustworthy; treats confidentiality as non-negotiable
• Organized and reliable; closes loops and follows through on commitments
• Calm and adaptable when priorities shift or multiple people need help at once
• Curious and growth-oriented; wants to build toward deeper technical and security work
• No task is beneath you when a colleague is blocked

Physical Requirements

• Ability to work in both office and manufacturing environments with varying temperatures and noise levels
• Ability to lift up to 50 pounds when handling IT equipment
• Ability to sit, stand, kneel, and work under desks and in equipment areas
• Occasional travel between Livermore and Carlsbad facilities

Tuition reimbursement, 401(k), 401(k) matching, Paid time off, Vision insurance, Dental insurance, Paid holidays Full-time Monday to Friday Livermore, CA 94551, What We OfferComprehensive Benefits Package

• Competitive hourly rate ($30.00 - $34.00 per hour)
• Health, dental, and vision insurance
• 401(k) retirement plan with company matching
• Paid time off and holiday pay
• Professional development opportunities
• Tuition reimbursement program

Growth Opportunities

• Clear advancement path to IT Support Specialist Level 2 and beyond as the company scales
• Support for technical and security certifications
• Hands-on exposure to security, compliance, and infrastructure work alongside the IT Director
• Cross-functional visibility across manufacturing, engineering, quality, shipping, and operations

Work Environment

• Two-site precision manufacturing operation in a period of significant growth
• AS9100 and ISO 9001 certified, ITAR registered, CMMC certified
• Vertically integrated operations spanning CNC machining, form-in-place, converting, and coatings
• Collaborative, flat culture where cross-functional problem solving is expected, not requested

Our Commitment to Excellence

Modus Advanced is committed to innovation, integrity, ownership, and team building. Our core values guide how we work: Act with Integrity, Expand Our Potential, Innovate, Own It, Think Positive, and Together We Win.

As an IT Support Specialist Level 1, you are the front door to IT for every person in this company. The trust you build and the problems you solve keep our teams moving on programs that end up in ventilators, aerospace platforms, and defense systems. It is real work with a real downstream effect.

Ready to start your IT career at a company where it truly matters? Apply today and become part of a team that is accelerating tomorrow’s innovations.

Pay: $30.00 - $40.00 per hour