IT Support Engineer - Tier I

Description Bay Cities has an exciting opportunity for an IT Support Engineer (Tier I) located at our manufacturing facilities in Pico Rivera, California. The IT Support Engineer (Tier I) provides frontline technical support across Bay Cities’ enterprise and production environments. This position supports end users, devices, and systems across all sites while contributing to system health, documentation accuracy, and proactive issue prevention. The role emphasizes curiosity, accountability, and growth - using modern tools, AI-driven insights, and automation to improve IT performance and user experience.

JOB FUNCTION/PURPOSE

• Serve as the first point of contact for helpdesk requests submitted through ServiceDesk or Teams, providing timely and professional support to users across locations.
• Diagnose and resolve hardware, software, printer, and network connectivity issues using structured troubleshooting processes, event logs, audit trails, and system-performance data.
• Escalate complex issues to Tier II or Tier III with complete troubleshooting documentation and available root-cause details.
• Support user onboarding, offboarding, and device provisioning, including equipment setup and configuration.
• Assist with patching, software updates, and asset inventory compliance, ensuring assigned devices meet company security baselines and configuration requirements.
• Use monitoring tools to identify system-health alerts, performance degradation, capacity warnings, and potential security threats; follow established escalation procedures.
• Maintain endpoint protection standards using Arctic Wolf Aurora Protect and Aurora Focus, and immediately report suspected phishing, intrusion, or policy violations to the Tier II + Security Engineer.
• Follow company policies for password hygiene, multifactor authentication (MFA), and secure handling of user data.
• Maintain accurate worklogs and helpdesk records, document troubleshooting steps for 100% of tickets, and contribute to internal knowledge-base updates.
• Learn and use AI-assisted troubleshooting tools and automations to improve resolution accuracy and speed, demonstrating progress within the first 90 days.
• Participate in regular system and security health reviews and identify opportunities to prevent recurring issues and improve workflows.
• Take ownership of assigned requests through resolution, resolve at least 90% of helpdesk tickets within established service-level agreement (SLA) timeframes, and maintain positive feedback from users and peers.
• Work toward zero preventable security incidents on assigned devices by consistently following security procedures and addressing identified risks.

Requirements

EDUCATION, EXPERIENCE & COMPETENCIES

• 1+ years of IT support, desktop support, or equivalent technical experience.
• Familiarity with Microsoft 365, Windows 10/11, Teams, and basic networking concepts.
• Understanding of system logs, event monitoring, and basic security principles.
• Ability to troubleshoot hardware, software, printer, and connectivity issues using a structured, evidence-based approach.
• Strong communication and customer service skills, including the ability to explain technical information clearly to technical and non-technical users.
• Strong documentation skills and attention to detail when recording troubleshooting steps, resolutions, and escalation information.
• Demonstrated ownership, professionalism, and follow-through, with the ability to investigate issues before escalating and recognize when additional support is needed.
• Curiosity and willingness to learn new systems, AI-assisted tools, and automation concepts.
• A proactive approach to preventing recurring issues and improving support processes.
• Commitment to Bay Cities’ core values of integrity, innovation, responsibility, and teamwork.

Core Competencies

• High ethical standards. Models and supports organization’s goals and values; adapts to changing conditions; demonstrates persistence and overcomes obstacles. Consistently conducts themselves in an honest and trustworthy manner. Does not pursue their own individual objectives to the detriment of company goals. Sets an example for others to follow. Does the right thing.
• Demonstrates energy and passion about what they do and knows how to balance work and fun. Is generally optimistic and upbeat; fun to be around. Has a strong belief and zeal for the industry, the job, and the company. Conveys energy and intensity at work with a capacity for keeping others enthusiastic and involved.
• Operates with a customer service orientation internally and externally. Works to positively build the Bay Cities brand in everything he/she does. Builds strong, positive relationships with all stakeholders.
• Acts as an owner of the business and instills that same attitude and level of action in others. Is proactive in taking responsibility for all outcomes/results and avoids ‘pointing fingers’. Helps to create and maintain a strong feeling of belonging in the immediate and overall team.
• Regularly involves others in decisions that affect their job or work environment. Demonstrates co-operation and trust with colleagues and teams across organizational boundaries. Participates as a team player and establishes strong working relationships to deliver positive results.
• Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts with strong results/goal orientation. Uses time effectively, prioritizes and organizes work flow; can orchestrate multiple activities at once. Agility and personal adaptability with the ability to successfully manage multiple priorities with a high sense of urgency in a rapidly changing environment.
• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work. Learns quickly when facing new problems; a relentless and versatile learner; open to change; strives for continuous improvement of self and processes.
• Excellent communication (oral and written) and interpersonal skills with the ability to convey information and ideas in a variety of media, tactful, confident, at all levels, internal and external. Must have strong interpersonal skills and ability to manage multiple projects in a rapidly changing environment.

OTHER

• US Persons Only (US citizens, lawful permanent residents, refugee or asylee – all require proper identification and documentation).
• Up to 10% local travel.
• Physical and Environmental Requirements: While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision and color vision.
• Work environment includes front-office and manufacturing. The noise level in the work environment is usually moderate.
• Pre-Employment Verifications: Must pass background and reference checks, drug screen, and physical examination prior to employment.