A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
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. ...
