IT Support Level 1 - Computer wizard? Like talking to people? Join us! (Santa Cruz)

IT Support Specialist (Level 1) — Santa Cruz–based, Human-ISM LLC Do you enjoy solving problems and making technology painless for people—and already have real-world help desk experience? Join a small, friendly managed services team supporting businesses across the U.S. What you’ll do: Own the front line: Triage, work, and close Level-1 tickets; update users and document steps within SLAs. Deliver great user experiences: Support Windows/macOS, common peripherals, printers, and conferencing gear. SaaS & identity basics: Provision/deprovision users, mailboxes, and groups in Microsoft 365 and/or Google Workspace; assist with MFA/SSO enrollments. Endpoint care: Deploy and troubleshoot RMM agents, EDR/AV, patching, and basic backup checks. Networking fundamentals: Diagnose LAN/Wi-Fi issues, DHCP/DNS problems, basic VPN client connectivity. Build & deploy: Image/setup new workstations, migrate profiles, and perform light data transfers. Document & improve: Create/maintain KB articles and suggest process improvements; escalate to L2/L3 when appropriate. Participate in reliability: Join a light on-call rotation for rare after-hours incidents once you’re up to speed. What you bring: Experience: 1–3 years in a help desk/service desk or MSP environment handling end-user support. Customer focus: Clear, compassionate communication with technical and non-technical users alike. Technical foundation: Windows 10/11 and macOS support Microsoft 365 or Google Workspace admin basics (accounts, groups, mail flow) Core networking (IP, DNS, DHCP, basic VPN) Familiarity with ticketing systems and remote support/RMM tools Mindset: Organized, self-motivated, able to juggle priorities and follow through. Nice-to-have certs (not required): CompTIA A+ / Network+, Microsoft MD-102, Google IT Support, or Apple ACSP. Logistics: Reliable transportation; ability to lift up to 50 lbs on occasion. Schedule & location Core hours: Monday–Friday, 8:00 a.m.–5:00 p.m. PT (responsive to calls/emergencies during these hours; check email throughout the day). On-site: 1–2 days/week in Santa Cruz, CA, plus occasional (about monthly) visits to Silicon Valley client sites. Remote-friendly: We operate as a fully remote organization outside of scheduled on-site work. Why you’ll like working here Real learning, real impact: 200+ hours of internal training videos/documentation, open-door mentorship, and exposure to system administration, enterprise networking, and software support. Practical reliability culture: We build resilient, well-monitored systems, test backups monthly, and architect for high availability—so “emergencies” stay rare. Small team, big variety: Support diverse users, apps, and environments while enjoying a laid-back, collaborative culture. About us We’re a small IT consulting firm providing managed services for businesses nationwide. We value thoughtful engineering, strong communication, and doing right by our clients. Requirements (quick list) Reliable transportation for Santa Cruz/Silicon Valley on-site work Ability to lift 50 lbs (rarely) Fluency in spoken and written English Outstanding customer service skills Self-motivated with a strong desire to learn How to apply Send your resume (and a short note on a tricky issue you recently solved and how) to [your recruiting email].