What are the responsibilities and job description for the IT Support Specialist position at iFlow Inc.?
Job Title: IT Support Specialist
Location: Palo Alto, CA(100% Onsite Role) - Locals Only
Duration: 1 Year
Working hours: 8 am-5 pm
About: Enterprise IT is scaling rapidly across sites, cloud platforms, and a distributed workforce. As we grow, we are building a modern, reliable, and user-centric IT organization that enables employees to do their best work. We’re looking for an IT Support Specialist to provide high-quality end-user support, ensure reliable day-to-day IT services, and contribute to operational excellence across our IT Support function
.
Role Summa
ryAs an IT Support Specialist, you will provide Tier 1 / Tier 2 support for end users across hardware, software, access, and collaboration tools. You will troubleshoot incidents, fulfill service requests, and support onboarding/offboarding activities. This role is hands-on and customer-facing, requiring strong technical fundamentals, excellent communication skills, and a disciplined approach to ticket handling and service quality. You will work closely with Digital Workplace, Security, and Infrastructure teams to escalate issues appropriately and help drive resolutio
n.
What You’ll
Do• 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 applicatio
ns.• Support user account and access requests (e.g., MFA resets, group access, application access), in alignment with established polici
es.• Manage onboarding/offboarding support activities, including device provisioning and access set
up.• Maintain accurate and complete documentation in the ITSM platform (ticket notes, status updates, resolution detail
s).• Ensure strong customer communication: provide timely updates and follow-up until closu
re.• Escalate issues to the appropriate resolver teams with clear troubleshooting context and impa
ct.• Support device lifecycle processes: deployment, inventory updates, refresh, and retur
ns.• Contribute to knowledge base documentation and self-service improvemen
ts.• Identify recurring issues and suggest automation or process improvements to reduce ticket volu
me.
What We’re Looking
For• 2–4 years of experience in IT support, service desk, or end-user computing ro
les.• Strong troubleshooting skills across Windows and macOS environme
nts.• Familiarity with identity and endpoint tools (e.g., Google Workspace, Okta/Azure AD, Intune, JAMF, VPN clien
ts).• Experience working in an ITSM tool such as ServiceNow or Jira Service Managem
ent.• Strong customer service mindset with clear written and verbal communicat
ion.• Ability to prioritize and manage multiple tickets effectively while meeting SLA expectati
ons.• Comfort supporting both onsite and remote us
ers.• Understanding of ITIL fundamentals (incident, request, escalation, knowledge manageme
nt).• A process-driven mindset and attention to det
ail.
Why Join Us :This role offers the opportunity to support a fast-growing organization while helping shape a modern IT support experience. You’ll be part of a team focused on reliable service delivery, continuous improvement, and operational discipline. If you enjoy solving problems, helping users, and improving how IT operates at scale, this role is for