IT Support Specialist

IT Support Specialist

Irvine, CA (100% on-site)

Duration: 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.

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