Information Technology Support Specialist

Desktop Systems Specialist II

3 Months Contract

Bellevue, WA (Onsite)

Pay rate: $26/hr on W2 Health Insurance

You Will:

• Provide Tier 2 support for hardware, software, and infrastructure issues across onsite and remote employees, escalating to Tier 3 or engineering teams as needed.
• Manage and resolve tickets in Freshservice, maintaining SLA compliance and accurate documentation throughout the ticket lifecycle.
• Install, configure, and troubleshoot macOS and Windows endpoints, including laptops, desktops, mobile devices, and peripherals.
• Support and administer core productivity and collaboration platforms: Google Workspace, Microsoft 365, Zoom, Slack, and Okta.
• Assist with identity and access management tasks, including provisioning, deprovisioning, and troubleshooting in Okta, Active Directory, and Entra ID.
• Support endpoint management and compliance using Jamf (macOS) and Microsoft Intune (Windows), including policy configuration and device enrollment.
• Use AI-powered tools and service desk automation to accelerate ticket resolution, identify patterns in repeat incidents, and reduce manual workload for common support tasks.
• Support AV systems and conference room technology, including Zoom Rooms, Logitech hardware, and display systems.
• Contribute to documentation, including knowledge base articles, SOPs, and runbooks, to increase first-call resolution and reduce repeat escalations.
• Participate in IT projects including infrastructure upgrades, tool rollouts, and process improvement initiatives.
• Collaborate with peer Tier 2 leads and technicians across global offices to maintain consistent support quality and knowledge sharing.

You Have:

• 4 years of experience in a Tier 2 desktop or end user support role, preferably in a corporate SaaS or technology environment.
• Hands-on proficiency with macOS and Windows in an enterprise environment, including configuration, troubleshooting, and policy management.
• Experience with Jamf and/or Microsoft Intune for endpoint management and MDM policy deployment.
• Working knowledge of Okta, Active Directory, and Entra ID for identity and access management tasks.
• Familiarity with Freshservice or a comparable ITSM platform (ServiceNow, Jira Service Management) for ticket management and reporting.
• Experience supporting Google Workspace, Microsoft 365, Zoom, and Slack in a corporate environment.
• Understanding of networking fundamentals: DNS, DHCP, VPN, and basic TCP/IP troubleshooting.
• Demonstrated experience using or working alongside AI tools in a support context, such as AI-assisted ticketing, knowledge generation, or workflow automation.