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Level 1 Technical Support Specialist

2 weeks ago

San Diego, California, United States AMA Networks Full time

About us

We're a San Diego–based Managed Service Provider (MSP) supporting small and mid-sized businesses with their day-to-day IT, projects, and security. Our team manages everything from basic desktop support to servers, networks, and cloud services for clients in multiple states.

We run a busy help desk with a strong focus on ownership, responsiveness, and growth. If you like solving problems, talking to users, and getting better every month, you'll fit in here.

Role summary

As a Level 1 Technical Support Specialist, you'll be part of our front-line support team in our San Diego office. You'll handle incoming tickets, phone calls, and remote support for end users, and you'll work closely with senior engineers on more complex issues.

Responsibilities

  • Act as the first line of support for client users (phone, email, and remote).
  • Occasionally go onsite to client locations.
  • Troubleshoot and resolve common issues with:
  • Windows 10/11 desktops & laptops
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Basic networking (Wi-Fi, printers, IP phones, VPN, connectivity, switches, etc.)
  • Log, update, and document all tickets accurately in our RMM/PSA tools.
  • Install and configure PCs, peripherals, and basic software as directed.
  • Escalate higher-level issues to Level 2 / Supervisor with clear, detailed notes.
  • Assist with routine maintenance tasks (updates, health checks, user onboarding/offboarding).
  • Participate in an on-call or after-hours rotation when needed and work after hours occasionally when required.
  • Work well under pressure, independently, and as part of a team, with excellent verbal and written communication.

Experience & Skills Requirement

  • 3+ years of IT support or help desk experience OR an Associate's Degree (A.A.) in a PC/networking related discipline with some real-world support experience.
  • Solid understanding of:
  • Windows 10/11
  • Basic networking concepts: IP, DNS, DHCP, gateways, Wi-Fi
  • Microsoft 365 user-level support (password resets, Outlook issues, etc.)
  • Comfortable on the phone and with remote support tools.
  • Strong written and verbal communication (you'll be emailing clients and documenting tickets).
  • Genuine desire to grow your skills – willing to study, take certifications, and step up over time.

Preferred Skills

  • Experience at an MSP or using RMM/PSA tools (ConnectWise Automate/Control/Manage or similar).
  • Experience with:
  • Firewalls, switches, VLANs
  • Windows Server / Active Directory
  • Azure AD / Entra ID
  • CompTIA A+, Network+, or similar certifications (or in-progress).
  • Experience with Microsoft desktop and macOS systems.
  • Experience with Dell/HP/Lenovo hardware, mobile devices (iOS/Android), and printers.
  • Networking beyond the basics: TCP/IP, routing, wireless networks.

Growth, training & certifications

If you join us, we will:

  • Provide a clear path from Level 1 → Level 2 → Level 3 (with documented skills and expectations).
  • Give you time and support to study for industry certifications.
  • Offer certification bonuses for passing a set of approved certs.
  • Expect you to complete your first set of certifications within approximately 6 months.

If you're the kind of person who enjoys learning, asking questions, and getting better every quarter, you'll do very well here.

Job Type: Full-time

Pay: From $27.00 per hour

Expected hours: 40 per week

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Work Location: In person