Support Specialist 2

The Salvation Army Southern California•Rancho Palos Verdes, CA

10d

About The Position

The Support Specialist 2 is a customer-focused technical professional in the Information Technology department who delivers responsive, high-quality support to Salvation Army staff. The role combines hands-on troubleshooting with clear, patient communication to resolve hardware, software, connectivity, and peripheral issues by phone, remotely, and onsite. The specialist takes ownership of service requests, communicates progress, and confirms resolution. The position also prepares and deploys equipment, performs repairs and installations, supports other IT teams, and shares technical knowledge with users and coworkers. The position is full-time and non-exempt, with a stated salary of $28.58. The schedule is Tuesday through Friday, 9:30 a.m.–6 p.m. with a 30-minute meal period, and Saturday, 8 a.m.–4:30 p.m. with a 30-minute meal period. Site visits and travel within the Territory are required as necessary.

Requirements

High school diploma or GED.
Current CompTIA A+, Microsoft, or comparable job-related technical certification.
Two years of call center or customer-facing PC and/or Mac technical support experience.
Strong customer service orientation, including active listening, patience, tact, sympathy, follow-through, and ability to build trust with users.
Ability to communicate procedural and technical information clearly and professionally in English, verbally and in writing.
Working knowledge of desktop and laptop hardware, Microsoft Windows, macOS, Microsoft 365 applications, peripherals, and common communication technologies.
Ability to use structured troubleshooting, critical thinking, and sound judgment to identify root causes and implement effective solutions.
Ability to manage multiple priorities, work independently, collaborate with coworkers, protect confidential information, and maintain accurate documentation.
Ability to learn new technologies quickly and transfer knowledge through clear instructions and practical guidance.
Ability to safely use standard computer technician hand and power tools, including screwdrivers, power drills, and network cable analyzers.
Valid driver license and acceptable driving record.
Ability to perform essential duties with or without reasonable accommodation, including the listed physical activities and travel within the Territory.

Nice To Haves

An additional job-related certification, such as Network+, Security+, or ACMT.

Responsibilities

Monitor Help Center tickets, assignment queues, calls, voicemail, and walk-in requests; respond promptly and follow requests through resolution or escalation.
Review, triage, document, and assign tickets; set expectations, provide status updates, and maintain complete case notes.
Listen to users, ask diagnostic questions, and explain technical information in clear, nontechnical language.
Diagnose hardware, software, configuration, connectivity, and user-related issues, and recommend or perform corrective actions.
Confirm that solutions restore service and that users understand any required next steps.
Handle difficult or high-impact interactions with patience, tact, professionalism, and respect.
Review knowledge base articles and recommend new or revised articles based on recurring issues and successful solutions.
Maintain calendars and task lists; escalate unresolved or major issues with complete troubleshooting documentation.
Inspect, prepare, configure, test, and deploy computers, software, hardware, and peripheral components for local and remote locations.
Install approved applications and configure computers for network operation in accordance with technical and security standards.
Diagnose and repair PCs, Macs, and peripherals using accepted repair practices and appropriate technician tools.
Receive equipment for repair, communicate status, complete repairs, validate operation, and prepare equipment for return.
Provide onsite support, coverage, repairs, refreshes, moves, and new installations while minimizing disruption.
Package, address, ship, receive, and track technology equipment for repair, configuration, replacement, distribution, or field-replaceable units.
Maintain organized IT work areas and process electronic waste according to departmental practices.
Collaborate with other IT teams on network support, network-attached equipment, hardware installations, refreshes, and field activities.
Share troubleshooting findings, documentation, and status information to support handoffs and coordinated resolution.
Make site visits and travel within the Territory as necessary to complete assigned duties.
Support ongoing IT projects as necessary.