IT Support Specialist
Location:
Irvine, CA (100% onsite)
Working Hours:
8:00 AM – 5:00 PM
Duration:
12-month contract
Pay Range:$38.40 – $43.50 per hour
About the Organization
A rapidly growing enterprise IT function supporting multiple sites, cloud platforms, and a distributed workforce. The organization is focused on building a modern, reliable, and user-centric IT environment that enables employees to perform at their best.
Role Summary
The IT Support Specialist provides Tier 1 and Tier 2 end-user support across hardware, software, access management, and collaboration tools. This is a hands-on, customer-facing role requiring strong technical troubleshooting skills, clear communication, and a structured approach to ticket management and service delivery.
The role works closely with cross-functional IT teams (e.g., Digital Workplace, Security, Infrastructure) to escalate and resolve issues efficiently.
Key Responsibilities
- Provide Tier 1 / Tier 2 support for IT incidents and service requests
- Troubleshoot issues across:
- Laptops and desktops
- Mobile devices
- Conferencing systems
- VPN connectivity
- Core business applications
- Support user access requests (e.g., MFA resets, group permissions, application access) in line with policies
- Manage onboarding and offboarding processes, including device setup and access provisioning
- Maintain accurate documentation within the ITSM platform (ticket updates, resolutions, notes)
- Communicate effectively with users, providing timely updates through to resolution
- Escalate issues with clear context, impact, and troubleshooting steps
- Support device lifecycle management (deployment, inventory, refresh, returns)
- Contribute to knowledge base articles and self-service resources
- Identify recurring issues and recommend process improvements or automation
Required Qualifications
- 2–4 years of experience in IT support, service desk, or end-user computing
- Strong troubleshooting skills in Windows and macOS environments
- Familiarity with tools such as:
- Identity & access management (e.g., Google Workspace, Azure AD, Okta)
- Endpoint management (e.g., Intune, JAMF)
- VPN technologies
- Experience with ITSM platforms (e.g., ServiceNow, Jira Service Management)
- Strong customer service orientation with clear written and verbal communication
- Ability to manage multiple tickets while meeting SLA targets
- Experience supporting both onsite and remote users
- Understanding of ITIL principles (incident, request, escalation, knowledge management)
- Detail-oriented with a process-driven mindset
Why Join
This opportunity allows you to support a growing organization while contributing to a modern IT support function. The role emphasizes service reliability, continuous improvement, and operational excellence—ideal for someone who enjoys problem-solving and enhancing user experience at scale.
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