Support Specialist (Tier 1) — IT Helpdesk
On-Site | Full-Time | Irvine, CA
Compensation: $60,000 – $66,000 annually depending on sub-tier & experience
Peak Solutions is a Managed Service Provider (MSP) helping small and medium-sized businesses with all things IT. We are fanatics about providing quality service and quality products for our customers. We are rapidly growing — and we’re looking for passionate early-career IT professionals who want to build a long-term technical career, not just “work tickets.” If you love solving problems, helping people, and continuously improving your skillset, you’ll thrive here.
This role includes a clear promotion pathway, guaranteed raises at each step, paid certification support, and hands-on mentorship from experienced systems engineers.
About the Role
Support Specialists provide first-line technical support to our clients across various industries. You’ll troubleshoot user issues, resolve tickets, and learn the tools and processes that power enterprise environments.
You’ll start based on your skill level — Support Specialist I, II, or III — and progress as you demonstrate core competencies, gather certifications, and pass internal assessments.
Please note that this position is in-person in our Irvine office. There are no remote work opportunities for this position.
If you’re early in your career but hungry to learn – this is the right place!
Compensation by Sub-Tier
- 1A - Support Specialist I – Associate - $60,000
- 1B - Support Specialist II – Technician - $63,500
- 1C - Support Specialist III – Senior Technician - $66,000
What You’ll Do
- Provide first-level technical support to clients via phone, email, chat, or ticketing system.
- Diagnose and resolve common hardware and software issues, such as network connectivity, password resets, printer problems, virus removal, etc.
- Follow standard operating procedures and best practices to ensure quality and consistency of service.
- Escalate unresolved issues to higher tiers or vendors as needed.
- Document all support activities and solutions in the ticketing system.
- Update and maintain inventory of client hardware and software assets.
- Perform routine maintenance and upgrades of client systems and devices.
- Participate in On-Call rotation and after-hours support as required.
Requirements (Must Have)
- High School Diploma or equivalent
- 1+ year of professional or MSP helpdesk experience
- Basic knowledge of Windows, Mac, and Linux operating systems, Microsoft Office, and common applications.
- Basic knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, etc.
- Basic knowledge of hardware components and troubleshooting techniques.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Ability to learn new technologies and skills quickly.
Preferred — Not Required (We’ll help you get there)
- 1+ years of MSP experience
- MS-900, AZ-900, CompTIA A+, MS-102, Network+, Security+
- Experience with PowerShell basics
Career Path & Promotion Timeline
You'll know exactly what is required to grow - no ambiguity
- 1A -> 1B (~6-12 months) What you gain: Higher responsibility; independent ticket handling
- 1B -> 1C (~6-12 months) What you gain: Leadership of Tier 1 tickets; peer mentorship
- 1C -> T2 (~6-12 months) What you gain: Project exposure; systems-level troubleshooting
Every promotion includes a guaranteed raise and expanded responsibilities.
Certification support is built in — including study resources, paid exam attempts, and internal technical coaching.
Benefits
- Health, Dental, Vision Insurance
- 401(k)
- Paid Time Off
- Floating Holidays
- Professional Development Assistance
- Training & Certification Programs
What Success Looks Like in the First 90 Days
- Resolving a wide range of Tier 1 tickets independently
- Strong communication and documentation habits
- Positive client feedback
- Asking questions and absorbing mentorship
- Certification progress
Job Type: Full-time
Pay: $60,000.00 - $66,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
