Title:
IT Support Specialist
Pay:$35.00- $43.00/hour
Location:
Palo Alto, CA
Schedule:
Standard Office Hours
Duration:
12-Month Contract
The IT Support Specialist provides Tier 1/Tier 2 support for end users across hardware, software, access, and collaboration tools. This is a hands-on, customer-facing role responsible for troubleshooting incidents, fulfilling service requests, and supporting onboarding/offboarding activities. The role requires strong technical fundamentals, excellent communication skills, and a disciplined approach to ticket handling and service quality, working closely with Digital Workplace, Security, and Infrastructure teams to escalate issues appropriately and drive resolution.
Job Responsibilities:
In this role, you will manage and support a variety of projects within the IT department. Key responsibilities include:
- Provide end-user support for IT incidents and service requests (Tier 1/Tier 2)
- Troubleshoot issues across laptops/desktops, mobile devices, conferencing systems, VPN, and core business applications
- Support user account and access requests (e.g., MFA resets, group access, application access) in alignment with established policies
- Manage onboarding/offboarding support activities, including device provisioning and access setup
- Maintain accurate and complete documentation in the ITSM platform (ticket notes, status updates, resolution details)
- Ensure strong customer communication, providing timely updates and follow-up until closure
- Escalate issues to the appropriate resolver teams with clear troubleshooting context and impact
- Support device lifecycle processes: deployment, inventory updates, refresh, and returns
- Contribute to knowledge base documentation and self-service improvements
- Identify recurring issues and suggest automation or process improvements to reduce ticket volume
Knowledge and Skills:
- Strong troubleshooting skills across Windows and macOS environments
- Familiarity with identity and endpoint tools (e.g., Google Workspace, Okta/Azure AD, Intune, JAMF, VPN clients)
- Experience working in an ITSM tool such as ServiceNow or Jira Service Management
- Strong customer service mindset with clear written and verbal communication
- Ability to prioritize and manage multiple tickets effectively while meeting SLA expectations
- Comfort supporting both onsite and remote users
- Understanding of ITIL fundamentals (incident, request, escalation, knowledge management)
- A process-driven mindset and attention to detail
Education and Experience:
- 2–4 years of experience in IT support, service desk, or end-user computing roles
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