IT Support Specialist

Position Summary

The IT Support Specialist I (Level 1) is an entry-level role based at the My Wireless corporate office in Santa Ana, CA. It provides first-level technical support to My Wireless AT&T retail locations and also manages onsite IT inventory, including iPads, firewalls, and the hardware stores use for transactions.

This position focuses on ticket intake, issue triage, escalation, hardware staging, and shipping, while building exposure to IT projects and higher-level support under direct supervision. It may assist with Level 2 issues and project work only under the guidance of the IT Manager or senior IT staff. It does not independently own advanced troubleshooting, system configuration, vendor management, or infrastructure decisions

Essential Job Duties and Responsibilities

Level 1 Ticket Support and Issue Triage (Primary Responsibility)

• Serve as the first point of contact for IT support tickets submitted by retail locations.

• Perform Level 1 troubleshooting using documented procedures, knowledge base articles, and checklists.

• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system.

• Identify when issues exceed Level 1 scope and escalate appropriately.

• Follow defined SLAs, escalation paths, and prioritization guidelines.

Assisted Level 2 Support (Under IT Manager Oversight)

• Assist with Level 2 troubleshooting activities as assigned and supervised by the IT Manager or senior IT staff.

• Support diagnostics and remediation efforts for more complex issues after initial triage.

• Perform testing, validation, documentation, or implementation support without independent ownership.

• Use Level 2 exposure as a learning opportunity to build technical skills.

Project Support and Implementation Assistance

• Participate in IT projects such as system rollouts, upgrades, store openings, or equipment refreshes under IT Manager direction.

• Assist with preparation, deployment support, testing, and documentation.

• Follow established project plans, timelines, and change management processes.

• Does not act as a project owner or lead.

Hardware and Peripheral Support (Level 1 / Assisted Level 2)

• Perform basic troubleshooting and setup for store hardware and peripherals.

• Assist with hardware replacement and deployment using predefined configurations.

• Support higher-level hardware troubleshooting only with supervision.

Network and Internet Support (Basic / Assisted)

• Perform basic connectivity checks and validation steps.

• Assist with ISP or aggregator ticket coordination.

• Support additional diagnostics or remediation steps as directed.

• No independent network configuration authority.

UCaaS / VoIP, Printer, and CCTV Support (Level 1 / Assisted)

• Perform basic troubleshooting and verification steps.

• Assist with provisioning, replacements, or testing as directed.

• Escalate complex issues or perform assisted troubleshooting with oversight.

System Access and User Support

• Handle basic access requests such as password resets and access verification.

• Assist with access provisioning tasks with proper approvals.

• Support audits or access reviews as requested.

Inventory Management (HQ Onsite)

• Receive, count, and log incoming IT equipment, including iPads, firewalls, and retail store transaction hardware (POS terminals, card readers, receipt printers, scanners, and peripherals).

• Maintain accurate inventory records, including serial numbers, asset tags, location, and status.

• Perform regular cycle counts and reconcile discrepancies with the IT Manager.

• Keep the HQ IT storage and staging area organized, secure, and audit-ready.

• Track stock levels and flag low inventory before it affects store openings or repairs.

Shipping Clerk Responsibilities

• Pick, pack, label, and ship equipment to retail stores, including replacements, new store builds, and RMA returns.

• Create shipments with carriers, record tracking numbers, and update tickets with shipping status.

• Receive and process returned or defective equipment, and coordinate vendor returns as directed.

• Verify shipment contents against orders and packing lists before they leave HQ.

Hardware Setup and Resetting

• Stage and configure new and replacement iPads, firewalls, and store hardware using predefined configurations and checklists.

• Factory reset, wipe, and re-provision returned or redeployed devices following documented procedures.

• Test devices before shipping and document results in the ticket or inventory record.

• Escalate firmware, configuration, or hardware failures that fall outside documented procedures

Qualifications

Required

• Strong organizational skills with close attention to detail, including labeling, counting, and record keeping.

• Ability to manage multiple priorities and meet SLA and shipping deadlines.

• Clear written and verbal communication, with a customer-service mindset toward store teams.

• Basic knowledge of Windows, iPadOS, Microsoft 365, and common retail hardware (POS, printers, scanners).

• Basic networking knowledge (IP addressing, Wi-Fi, ISP troubleshooting concepts).

• Ability to follow documented procedures and escalate appropriately.

• High school diploma or equivalent.

• Physical: Ability to lift and carry up to 50 lbs, and to stand, bend, and move equipment for extended periods while receiving, packing, and staging hardware. Ability to sit at a workstation for extended periods.

• Schedule: Monday through Friday, 9:00 AM to 6:00 PM or 10:00 AM to 7:00 PM. Occasional flexibility may be needed for store openings and urgent shipments.

Preferred

• 1 year of help desk, IT support, warehouse, inventory, or shipping experience.

• Experience with a ticketing system and an inventory or asset tracking tool.

• Familiarity with Microsoft Entra ID, Intune, or mobile device management.

• CompTIA A+ or equivalent certification (or willingness to obtain within 6 months).

• Prior experience in wireless or retail technology environments.