IT Support Specialist
Irvine, CA (100% on-site)
Duration:
initial 5-month contract (W2, not eligible for C2C)
Pay:$38-43/hr
We are seeking an IT Support Specialist to provide hands-on Tier 1 and Tier 2 technical support for end users across hardware, software, access, and collaboration tools. This customer-facing role will troubleshoot incidents, fulfill service requests, support onboarding and offboarding, and ensure issues are properly documented and resolved.
Key Responsibilities
- Provide Tier 1/Tier 2 support for end-user incidents and service requests.
- Troubleshoot laptops, desktops, mobile devices, conferencing systems, VPN connectivity, and business applications.
- Support account and access requests, including MFA resets, group permissions, and application access.
- Manage onboarding and offboarding activities, including device provisioning and access setup.
- Document incidents and service requests accurately in an ITSM platform, including troubleshooting steps, status updates, and resolutions.
- Communicate clearly with users throughout the support process and follow up through resolution.
- Escalate complex issues to appropriate technical teams with complete troubleshooting details and business impact.
- Support device lifecycle activities, including deployment, inventory management, refreshes, and equipment returns.
- Maintain knowledge base content and contribute to self-service resources.
- Identify recurring issues and recommend process or automation improvements to increase support efficiency.
Qualifications
- 2–4 years of experience in IT support, service desk, desktop support, or end-user computing.
- Strong troubleshooting skills across Windows and macOS environments.
- Experience with identity, access, and endpoint management tools such as Google Workspace, Okta, Azure AD, Intune, JAMF, or VPN clients.
- Experience using ITSM platforms such as ServiceNow or Jira Service Management.
- Strong customer service, written communication, and verbal communication skills.
- Ability to prioritize multiple tickets while meeting SLA and service expectations.
- Comfortable supporting both onsite and remote users.
- Working knowledge of ITIL concepts, including incident management, service requests, escalation, and knowledge management.
- Strong attention to detail and a process-oriented approach to technical support.
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