JOB TITLE:
IT Support Specialist
LOCATION:
Irvine, CA (Onsite)
SCHEDULE:
8:00 AM – 5:00 PM
DURATION:
4-month initial contract
PAY:
38-43 USD per hour
Job Responsibilities:
In this role, you will provide Tier 1 / Tier 2 end-user support and contribute to reliable IT service delivery across the organization. Key responsibilities include:
- Providing technical support for end users across hardware, software, access, and collaboration tools.
- Troubleshooting and resolving incidents related to:
o Laptops, desktops, and mobile devices.
o Conferencing systems and collaboration platforms.
o VPN connectivity and remote access issues.
o Core business applications and IT services. - Supporting user onboarding and offboarding activities, including:
o Device provisioning and configuration.
o Account setup and access management.
o Equipment returns and lifecycle processes. - Managing IT support requests through the ITSM platform, ensuring accurate documentation and timely resolution.
- Partnering with Digital Workplace, Security, and Infrastructure teams to escalate issues and drive resolution.
- Supporting continuous improvement initiatives by identifying recurring issues and recommending process enhancements.
Essential Duties and Job Functions:
- Provide Tier 1 / Tier 2 technical support for IT incidents and service requests.
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues across Windows and macOS environments.
- Assist with user account management and access requests, including MFA resets, group access, and application permissions.
- Maintain accurate and complete ticket documentation, including troubleshooting steps, status updates, and resolution details.
- Ensure timely communication with users regarding ticket progress, expectations, and resolution timelines.
- Escalate complex technical issues to appropriate resolver teams with detailed troubleshooting information and business impact.
- Support endpoint management processes, including device deployment, inventory updates, refresh cycles, and asset returns.
- Assist with maintaining knowledge base documentation and self-service resources.
- Identify opportunities for automation, process improvements, and reduction of recurring support issues.
- Follow established IT processes, procedures, and service level agreements (SLAs).
- Support both onsite and remote employees with a customer-focused approach.
- Maintain a high level of professionalism, ownership, and attention to detail when handling user requests.
Knowledge & Skills:
- Strong troubleshooting skills across Windows and macOS operating systems.
- Experience supporting laptops, desktops, mobile devices, conferencing tools, and enterprise applications.
- Familiarity with identity and endpoint management tools, including:
o Google Workspace.
o Okta and/or Azure Active Directory.
o Microsoft Intune.
o JAMF.
o VPN clients. - Experience working with IT Service Management (ITSM) platforms such as ServiceNow or Jira Service Management.
- Strong customer service mindset with excellent written and verbal communication skills.
- Ability to manage multiple tickets, prioritize workload, and meet SLA expectations.
- Understanding of ITIL fundamentals, including incident management, request fulfillment, escalation processes, and knowledge management.
- Strong organizational, analytical, and problem-solving skills.
- Ability to work effectively in a fast-paced, growing environment.
- Strong attention to detail with a process-driven mindset.
- Ability to collaborate effectively with cross-functional teams and technical stakeholders.
- Commitment to maintaining accurate documentation and following established IT procedures.
Education & Experience:
- 2–4 years of experience in IT support, service desk, desktop support, or end-user computing roles.
- Experience supporting enterprise users in onsite and remote environments.
- Hands-on experience with endpoint provisioning, user access management, and IT operations processes.
- Familiarity with cloud-based productivity platforms and enterprise identity solutions preferred.
- ITIL certification or related IT service management training is a plus.
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