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.
