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 ...