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Job DescriptionAbout Us Homebridge believes that quality care comes from skilled and supported caregivers. As the State’s largest IHSS agency provider, Homebridge operates multiple programs that benefit caregivers and their clients. In San Francisco, Homebridge provides nearly 1/2 million hours of in-home care to more than 1,000 complexly diagnosed IHSS Medi-Cal beneficiaries each year, with a staff of more than 400 caregivers. Position Summary The IT Support Specialist is the frontline for technology support at Homebridge, providing timely, professional assistance to employees across office and field operations. This position will be visible throughout the organization as the primary point of contact for support issues. The role is responsible for the effective provisioning, configuration, operation, and maintenance of end-user equipment, including laptops, desktops, phones, mobile devices, audio/visual equipment, and assorted peripherals. As the primary point of contact for the deployment and support of mobile devices used by field staff, the position is crucial to the technological effectiveness of program staff. The IT Support Specialist participates in troubleshooting and technical research to promote continued innovation and improved efficiency. The position will identify and document the proper use of technical resources and train both incoming and existing employees in software best practices. This role combines hands-on troubleshooting with proactive improvements, delivering excellent customer service, and maintaining rigorous attention to security and compliance. Reporting to the IT Manager, the Support Specialist will be an active member of the IT department and will participate in additional technology initiatives as required, such as assisting with server and network upgrades, office moves, technology rollouts, and coordinating on-site and off-site meetings. Essential Job Functions • Provide first-level support for end-user hardware (laptops/desktops, phones, printers, A/V, peripherals)., • Provide first-level support for software (Windows 11, Apple iOS, Microsoft 365, Adobe Acrobat, approved business apps)., • Provision, deploy, track, and support mobile devices for field staff (approximately 400+ iPhones and 100+ laptops)., • Triage, resolve, and document tickets submitted via phone, email, portal, and walk-up; escalate as appropriate., • Support local and remote access (VPN, Remote Desktop) and basic network connectivity issues., • Recommend and help maintain practical service targets for response and resolution times., • Create and maintain how-to guides and best-practice documentation; contribute to the knowledge base., • Onboard and offboard employees: prepare equipment, create accounts, provision access, and track assets., • Deliver short trainings for new hires and refresher sessions for staff on core tools and security hygiene., • Verify deployment and health of endpoint security and MDM/UEM (e.g., Intune, Workspace ONE), and follow security procedures., • Identify recurring issues and propose durable fixes (automation, settings, templates, or training)., • Take a proactive approach to the computing environment by identifying potential areas for improvement before issues arrive, • Maintain accurate asset inventory in coordination with HR, Facilities, and other departments., • Participate in IT projects (office moves, device rollouts, conference setups, network/system upgrades). Knowledge, Skills, and Abilities • Working knowledge of Windows 11, Apple iOS, Microsoft 365 apps/admin basics, and common business applications., • Experience in a Windows Active Directory environment (accounts, groups, basic troubleshooting)., • Experience with cloud services (Microsoft 365, SharePoint/OneDrive, ticketing tools such as Zendesk)., • Understanding of basic networking concepts (DNS, DHCP, LDAP, etc.), • Experience with imaging/automation and unattended installation methods (e.g., Autopilot/MDT/WSUS concepts)., • Experience supporting iOS devices and remote assistance by phone/email/screen-share., • Strong customer service, clear written and verbal communication, and meticulous attention to detail., • Ability to prioritize, follow through, and work with minimal supervision in a dynamic environment., • A calm, patient demeanor that instills confidence—even under pressure. Education and Experience Bachelor’s degree or equivalent experience preferred—minimum 1 year of IT support experience, ideally in a 60+ user environment. Work Environment This position is hybrid in nature and includes both office-based and field-based responsibilities. When in the office, the role is partially sedentary, typically involving desk work in a temperature-controlled environment within modular or individual office space. Moderate walking, lifting, and material handling are also frequently required, and the noise level is usually moderate. Physical Demands The physical demands described here are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit for extended periods of time at a desk or computer workstation. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Homebridge Is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.