IT Support Specialist
Irvine, CA (100% on-site)
Duration:
initial 12-month contract
Pay:$38-43/hr
We are seeking an experienced IT Support Specialist to deliver exceptional end-user support, maintain reliable day-to-day IT operations, and help ensure a seamless technology experience across the organization.
This position is ideal for a customer-focused IT professional who enjoys troubleshooting technical issues, supporting employees in a fast-paced environment, and contributing to continuous service improvements.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support for end-user incidents and service requests.
- Diagnose and resolve hardware, software, operating system, networking, and application issues across Windows and macOS environments.
- Support laptops, desktops, mobile devices, conferencing solutions, VPN connectivity, and business applications.
- Process user account and access requests, including password and multi-factor authentication resets, application permissions, and group access, following established security procedures.
- Coordinate onboarding and offboarding activities, including device provisioning, account setup, and equipment recovery.
- Maintain accurate ticket documentation, including troubleshooting steps, status updates, and resolution details within the organization's IT service management platform.
- Communicate effectively with end users by providing timely updates and ensuring issues are resolved through completion.
- Escalate complex issues to appropriate technical teams with detailed documentation and troubleshooting findings.
- Support endpoint lifecycle management, including device deployment, inventory management, refresh initiatives, and asset returns.
- Contribute to internal knowledge base articles and self-service documentation to improve support efficiency.
- Identify recurring technical issues and recommend process improvements or automation opportunities to enhance service delivery.
Required Qualifications
- 2–4 years of experience in an IT Support, Service Desk, Help Desk, or End-User Support role.
- Strong troubleshooting skills supporting Windows and macOS operating systems.
- Experience supporting identity management and endpoint management platforms such as Google Workspace, Microsoft Entra ID (Azure AD), Okta, Microsoft Intune, JAMF, or similar technologies.
- Experience working with IT service management (ITSM) platforms such as ServiceNow, Jira Service Management, or comparable ticketing systems.
- Excellent customer service, interpersonal, written, and verbal communication skills.
- Ability to manage multiple priorities while consistently meeting service level expectations.
- Experience supporting both onsite and remote employees.
- Working knowledge of ITIL principles, including incident management, request fulfillment, escalation, and knowledge management.
- Strong organizational skills with a detail-oriented, process-driven approach.
Preferred Qualifications
- Experience supporting enterprise collaboration and conferencing technologies.
- Familiarity with endpoint lifecycle management and asset tracking.
- Demonstrated ability to identify opportunities for process improvement and operational efficiency.
- Experience working in a collaborative, cross-functional IT environment.
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