IT Support Specialist

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