Back to jobs

IT Support Specialist - Novato, CA

US

About the Role:

We seek a skilled and motivated IT Specialist to join our team and provide exceptional Tier 1 support. In this client-facing role, you will be the first point of contact for addressing a wide range of technical requests, from Slack posts to help desk tickets. You will be critical in ensuring our helpdesk's smooth and efficient operation, prioritizing requests, and adhering to our service level agreements (SLAs). Reporting to the Manager, IT, you will also support and maintain technological solutions to meet our organization's evolving needs, including installing, troubleshooting, and supporting various computer systems and peripherals.  This role will be on-site at our headquarters in Novato, CA with a schedule of M-F 8am - 4:30pm with a rotating on-call schedule of weekends, 1 weekend every 6 weeks for critical incidents

Responsibilities: 

  • Tier 1 Support: Provide timely and effective technical assistance to end-users via phone, email, chat, and in-person interactions.
  • Helpdesk Management: Efficiently prioritize incoming helpdesk requests, ensuring SLA adherence and escalating complex issues to appropriate teams.
  • Troubleshooting: Diagnose and resolve technical issues related to hardware, software, network connectivity, and applications.
  • User Onboarding: Help onboard new users, set up accounts, and provide basic training on company systems and applications.
  • Documentation: Maintain accurate records of support interactions, solutions, and knowledge base articles.
  • System Maintenance: Perform routine maintenance tasks, such as software updates, security patches, and hardware upgrades.

Basic Qualifications:

  • Degree in Computer Science, Information Systems, or related field
  • 3+ years of experience in End-User Computing and Desktop Support.
  • Proven experience in a Tier 1 support role or a similar customer-facing technical support position.
  • Strong understanding of computer hardware and software, including MacOS and PC systems.
  • Excellent troubleshooting and problem-solving skills.
  • Develop and maintain documentation of hardware, systems, software, and licensing.
  • Ability to communicate technical information clearly and effectively to non-technical audiences.
  • Exceptional customer service skills with a strong focus on client satisfaction.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Excellent time management and organizational skills.
  • Ability to work and achieve goals without frequent supervision
  • Excellent analytical and verbal communication and Strong interpersonal skills

Preferred Qualifications:

  • Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
  • Familiarity with ITIL best practices.
  • Relevant certifications (e.g., CompTIA A+, ITIL Foundation).
  • Experience with PowerShell or batch scripting  a plus
  • Experience with Firewalls, Routing, VPN, and Linux experience a plus

U.S. Perks & Benefits:

  • Annual Bonus Program
  • Healthcare: 100% premiums covered for medical, dental, and vision for employees (50% for dependents)
  • Basic Life and AD&D with option for additional voluntary coverage
  • Short and long term disability coverage
  • 401k with up to 4% match
  • EAP and Spring Health that gives you and dependents access to free therapy and coaching
  • Free access for you and your family to our digital wellness platform - Wellness Coach
  • Generous PTO in addition to our Week of Zen - the time between Christmas and New Year’s to relax and recuperate
  • Fully Paid Parental Leave - 16 weeks for birthing and non-birthing parents
  • Family forming & fertility support and services through Maven
  • Annual Zenni Gift Card - to use towards our products!

Compensation

In addition to other forms of compensation like perks and benefits, the estimated range for this role is $46,000 - $66,000. The final offer will be determined based on permissible, non-discriminatory factors such as skill set, experience, geographical location, market conditions, and other organizational needs. The Company reserves the right to change, modify, or revisit the salary range for various reasons including business needs.

Create a Job Alert

Interested in building your career at Internal Referrals? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Internal Referrals’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.