Support Specialist

Support Specialist 2

Location: The Salvation Army Southern California

Department: Information Technology

Status: Full-Time, Non-Exempt

Pay Rate: $26.78/hour

The Support Specialist 2 is responsible for resolving computer‑related issues and preparing equipment for deployment and installation across Salvation Army locations.

Duties include diagnosing and troubleshooting hardware and software issues as reported by users, conducting on‑site visits for repairs and new installations, and providing technical assistance and knowledge transfer to users.

• Help Center and General Support (45%) – Respond to tickets, assign to teams, monitor resolution, diagnose hardware/software problems, recommend remedial actions, review and suggest knowledge base articles, maintain calendars and task lists, and elevate unresolved issues.
• Hardware/Software Setup, Maintenance, and Repairs (40%) – Inspect and prepare equipment, install software, hardware, and peripherals, diagnose problems, order repairs or vendor support, handle repair receipts, ship equipment, and configure computers for network operation.
• Assists Other IT Teams (15%) – Support network equipment, hardware setup, and perform site visits; travel may be required.

• Proficient in English – read, write, speak, and understand technical and procedural documentation.
• Basic mathematical skills – addition, subtraction, multiplication, division.
• Strong telephone communication skills with tact for end users.
• Ability to learn new technologies – experience with Microsoft Windows, Microsoft Office, and communication technologies.
• Working knowledge of desktop hardware and software.
• Valid driver’s license and acceptable driving record.
• Proficient use of PC technician tools such as screwdriver, power drill, and network cable analyzer.

• High School diploma or GED.
• CompTIA A+ certification up to date.
• Additional certification (e.g., Network+, Security+, or ACMT).
• Two years in a PC and/or Mac technical support role.

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist with or without accommodation.
• Ability to grasp, push, pull objects such as files, drawers, and reach overhead.
• Operation of telephone and desktop or laptop computer is required.
• Lifting up to 25 lbs.
• Access and produce information from a computer.
• Understand written information.
• Travel within the territory is required.

IT Support Supervisor