IT Support Specialist I Northern Valley Catholic Service Redding, CA Job Details Full-time $24.97 - $30.39 an hour 1 day ago Benefits Health savings account Health insurance Dental insurance Flexible spending account Paid time off Parental leave Employee assistance program Vision insurance Employee discount Professional development assistance Flexible schedule Life insurance Retirement plan Qualifications Computer operation Network troubleshooting Mobile device support Teamwork IT user and group management Data permissions Windows Incident Escalation Printer (troubleshooting support) Microsoft Office Driver's License Desktop applications Organizational skills MFA Access control management Root cause analysis Identity and access management (IAM) solutions Desktop administration Escalation handling Time management Mobile devices Identity & access management Full Job Description NVCSS is currently hiring for Full-time IT Specialist for our IT department. In this position you will be responsible for the content management of training materials, providing technical training for employees and developing new training materials, and processes. Mission Inspiring Hope and Transforming Lives. Job Summary The IT Support Specialist I provides first-level technology support to NVCSS employees across multiple locations and serves as a primary point of contact for day-to-day technology needs. The position provides approachable, service-oriented support; troubleshoots common hardware, software, access, connectivity, and device issues; and works closely with NVCSS's Managed Service Provider (MSP) partner when issues require advanced technical support or escalation. The Specialist takes ownership of support requests through resolution or appropriate escalation, communicates clearly with employees, maintains accurate documentation, and supports reliable, secure, and effective use of NVCSS technology.

Duties / Responsibilities

• Provide first-level technology support to NVCSS employees across multiple locations.
• Troubleshoot common workstation, laptop, printer, application, mobile device, peripheral, and other end-user technology issues.
• Support Microsoft 365 applications and other NVCSS-supported business applications.
• Assist with account access, password resets, multi-factor authentication (MFA), and basic permissions and access issues.
• Set up, configure, deploy, replace, and refresh computers, mobile devices, printers, and other technology equipment.
• Provide basic troubleshooting for wired and wireless networks, VPN access, and internet connectivity.
• Assist employees with effective use of NVCSS-supported technology and explain technical concepts in a clear, patient, and practical manner.
• Receive, document, prioritize, and respond to technology support requests; maintain accurate ticket notes, troubleshooting steps, and resolutions.
• Take ownership of Level 1 support issues through resolution or appropriate escalation and maintain communication with employees regarding status and next steps.
• Recognize issues requiring advanced technical support and promptly escalate them to NVCSS's MSP partner with complete and accurate troubleshooting history.
• Work collaboratively with MSP technical resources, coordinate onsite MSP activities when needed, and serve as an effective liaison between NVCSS employees and the MSP.
• Follow established responsibilities, processes, service expectations, and escalation procedures between NVCSS and its MSP partner.
• Assist with employee onboarding and offboarding technology, including preparation of computers, accounts, access, and equipment.
• Maintain accurate technology inventory and equipment records and assist with equipment assignment, return, replacement, and deployment.
• Follow established cybersecurity, privacy, technology, and data-protection procedures and promptly report suspected security concerns.
• Identify recurring technology issues, document trends, and communicate patterns or opportunities for improvement to NVCSS leadership and the MSP partner.
• Assist in developing, maintaining, and improving technology documentation, user instructions, procedures, and training resources.
• Coordinate with technology vendors when appropriate and participate in technology projects, deployments, conversions, and organizational initiatives.
• Perform other related duties as assigned or requested. Required Skills / Abilities
• Foundational knowledge of Windows, Microsoft 365, computers, printers, networking, mobile devices, and common business applications.
• Familiarity with basic user account administration, multi-factor authentication, permissions, and access management.
• Strong troubleshooting and problem-solving skills, including the ability to gather information, isolate likely causes, test solutions, and document results.
• Excellent written and verbal communication skills with the ability to explain technical information to employees with varying levels of technical experience.
• Strong organizational and time-management skills with the ability to manage multiple support requests and appropriately prioritize work.
• Ability to work independently, use sound judgment, and recognize when an issue should be escalated.
• Ability to collaborate effectively with employees, leadership, technology vendors, and NVCSS's MSP partner.
• Strong attention to detail and commitment to accurate, timely documentation.
• Service-oriented mindset emphasizing responsiveness, professionalism, patience, ownership, and follow-through.
• Ability to learn new technology, maintain current knowledge, and adapt as NVCSS systems and technology needs evolve.
• Ability and flexibility to travel to NVCSS locations as needed. Core Competencies

Customer Service & Approachability:

Creates a positive employee technology experience by being patient, respectful, responsive, and solutions-focused.

Technical Problem Solving:

Uses logical troubleshooting methods to identify causes, resolve Level 1 issues, and recognize when escalation is appropriate.

Communication:

Communicates technical information clearly, provides timely status updates, and adjusts explanations to the audience.

Ownership & Follow-Through:

Takes responsibility for assigned support requests from initial contact through resolution or documented handoff.

Organization & Prioritization:

Balances multiple requests, identifies urgent or high-impact issues, and manages work efficiently.

• Documentation & Attention to

Detail:

Maintains accurate tickets, equipment records, procedures, and troubleshooting history.

Collaboration:

Works effectively with employees, leadership, the MSP, and vendors and supports shared accountability for technology outcomes.

Security & Confidentiality:

Protects confidential information and consistently follows cybersecurity, access-control, privacy, and data-protection practices.

Adaptability & Continuous Learning:

Learns new systems, accepts feedback, responds constructively to changing priorities, and builds technical capability over time.

Mission & Professionalism:

Performs work in a manner consistent with NVCSS's mission, values, service expectations, and commitment to respectful workplace relationships. Performance Expectations

• Provides timely, courteous, and professional first-level support and keeps employees informed when resolution requires additional time or escalation.
• Documents support requests, troubleshooting actions, escalations, and resolutions accurately and consistently in the designated support/ticketing system.
• Resolves Level 1 issues within the scope of the position and escalates advanced, security-related, or unresolved issues promptly using established procedures.
• Completes new-hire technology setup and separation/offboarding technology tasks accurately and within established timelines when required information is received.
• Maintains accurate equipment and inventory records and follows established processes for assignment, return, replacement, and disposal of technology.
• Follows cybersecurity, confidentiality, access-control, and data-protection requirements without bypassing established safeguards for convenience.
• Demonstrates dependable attendance, responsiveness, organization, and follow-through and communicates barriers or competing priorities early.
• Contributes to process improvement by identifying recurring issues, updating documentation, sharing useful trends, and suggesting practical improvements to the employee technology experience.
• Maintains respectful and effective working relationships with staff across NVCSS locations, the MSP partner, vendors, and leadership.
• Demonstrates continued growth in technical knowledge and progressively handles a broader range and complexity of support issues within assigned authority. Education and Experience
• Two to three years of experience providing IT support, help desk support, desktop support, or similar technology services preferred.
• Experience working with or alongside a Managed Service Provider (MSP) preferred, but not required.
• Experience supporting technology within a multi-location organization is a plus.
• Relevant education, technical training, certifications, or equivalent combination of education and experience may be considered.
• Must possess and maintain a valid driver's license when driving is required for the position.

Career Pathway and Skill Progression NVCSS supports development of technology skills and increased responsibility over time. Advancement is not automatic and depends on demonstrated competency, performance, organizational need, available positions, and the employee meeting the qualifications of the higher-level role.

A potential internal progression is:

Route 1 - End-User Support to

Advanced Support:

IT Support Specialist I → IT Support Specialist II. Growth includes handling more complex incidents, deeper Microsoft 365 and endpoint administration, advanced access/permissions, device management, documentation ownership, project support, mentoring Level 1 staff, and resolving a broader range of issues before MSP escalation. Route 2 - Technical /

Systems Path:

IT Support Specialist II → Senior IT Specialist / Systems Administrator. Growth includes endpoint management, identity and access administration, Microsoft 365 administration, networking, security tools, system configuration, root-cause analysis, technology projects, and greater vendor/MSP coordination. Route 3 -

Technology Leadership Path:

Senior IT Specialist / Systems Administrator → IT Manager / MIS Manager. Growth includes technology planning, MSP and vendor management, cybersecurity oversight, policies and controls, budgeting, infrastructure planning, project leadership, staff supervision, and responsibility for agency-wide technology priorities. These pathways describe potential growth routes for NVCSS technology work; advancement or creation of higher-level positions is based on agency need, available positions, demonstrated performance, and required qualifications. Possible skill-building routes within this pathway include: Microsoft 365 administration; endpoint/device management; identity and access management; networking; cybersecurity; ticket and service management; technology documentation; project implementation; vendor/MSP coordination; and, for employees pursuing management, budgeting, policy development, project leadership, and supervision.

Physical / Environmental

Requirements

• Work is performed in office and program environments across NVCSS locations and may require travel between sites.
• Must be able to remain in a stationary position for portions of the workday and regularly operate computers and other office technology.
• Must be able to access, connect, move, and set up technology equipment in typical office workspaces.
• May be required to lift, carry, and move technology equipment weighing up to 30 pounds.
• Some non-standard work hours may occasionally be required for technology deployments, outages, or organizational needs.

Closing Date:

September 30, 2026 NVCSS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type:

Full-time Pay:

$24.97 - $30.39 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Retirement plan Vision insurance

Experience:

IT Support:

2 years (Preferred) Ability to

Commute:

Redding, CA 96001 (Required) Ability to

Relocate:

Redding, CA 96001: Relocate before starting work (Required)

Work Location:

In person