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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist, Level 1 - **Company:** Modus Advanced, Inc. - **Location:** Livermore, CA, United States (Remote available) - **Salary:** $62,400.0 - $83,200.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Issue Tracking Systems, Microsoft Office, Software Requirements Analysis, Patch Management - **Published:** August 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=05b01eb813435cd9 ## About the Role * 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 ## Description 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 ## Related Videos - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Less Is More: How Lagom and Agile Can Create Harmonious Workflows](https://www.wearedevelopers.com/videos/1993-less-is-more-how-lagom-and-agile-can-create-harmonious-workflows) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Kubernetes dev is fun, but setup and ops isn't! 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