Tier 1 IT Support Specialist

Job Description: Tier 1 IT Support Specialist (Contract)

Position Overview

Company: Sherwood (recently acquired by Verdantis)

Position Type: Contract (3-6 months with potential for extension)

Location: San Francisco, CA (Mission Street office) with occasional travel to Petaluma, Napa, and Santa Cruz

Schedule: Hybrid - 3 days onsite, 2 days remote; 9/80 schedule (9-hour workdays, every other Friday off)

Reports To: IT Manager (Remote - North Carolina)

Pay Rate: $35 - $42 per hour

About the Role

We are seeking a skilled Tier 1 IT Support Specialist to join our team. This contract position will focus on hands-on technical support, enabling our IT Manager to concentrate on higher-tier support and integration activities. The ideal candidate will have experience supporting users in construction, architecture, or similar industries and be comfortable working independently in a fast-paced environment.

Key Responsibilities

• User Support (25-30 hours/week):
• Execute employee onboarding and offboarding procedures following established checklists
• Prepare and configure new laptops and workstations for deployment
• Set up desks and workspaces for new employees at various office locations
• Manage user accounts in Active Directory (creation, modification, disabling)
• Handle email group management and access provisioning
• Technical Support:
• Provide Tier 1 troubleshooting for common issues (printers, Wi-Fi, hardware, software)
• Assist with select Tier 2 technical issues as needed
• Perform basic network troubleshooting and connectivity support
• Maintain and organize IT equipment inventory
• Site Management:
• Travel to regional offices (Petaluma, Napa, Santa Cruz) for equipment delivery and setup
• Manage cable organization and workspace improvements
• Reformat, repurpose, or prepare legacy IT equipment for recycling
• Documentation:
• Create and maintain IT procedures and standard operating procedures (SOPs)
• Document technical issues and resolutions in ticketing system

Required Qualifications

• 2+ years of experience in Tier 1 IT support or help desk role
• Strong knowledge of Windows operating systems and Active Directory
• Experience with laptop/desktop hardware setup, configuration, and troubleshooting
• Proficiency with Microsoft 365, Exchange, and common business applications
• Excellent organizational skills and attention to detail
• Strong communication skills and customer service orientation
• Ability to work independently with minimal supervision
• Valid driver's license and reliable transportation for local travel
• Ability to lift and move IT equipment (up to 50 lbs)

Preferred Qualifications

• Experience supporting users in construction, architecture, or engineering environments
• Familiarity with cloud-based IT infrastructure
• Knowledge of Tier 2 support tasks (network configuration, server basics)
• Experience working in a hybrid or remote support model

Work Environment & Schedule

• Hybrid Schedule: 3 days onsite (typically Tuesday-Thursday), 2 days remote
• 9/80 Schedule: Work nine 9-hour days over two weeks, with every other Friday off
• Primary Office: San Francisco (Mission Street)
• Travel: Occasional same-day trips to Petaluma, Napa, and Santa Cruz offices (mileage reimbursed)
• Physical Requirements: Frequent bending, crawling under desks, lifting equipment, and cable management

Onboarding & Training

The IT Manager will provide guided training for the first 3-5 onboarding/offboarding procedures to ensure you are comfortable executing processes independently. Detailed checklists and documentation will be provided for all standard tasks.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.