IT Specialist

JOB TITLE: IT Specialist

LOCATION: Palo Alto, CA (Onsite)

SCHEDULE: 8:00 AM – 5:00 PM

DURATION: 4-month initial contract

PAY: 38-43 USD per hour

Job Responsibilities:

In this role, you will provide Tier 1 / Tier 2 end-user support and contribute to reliable IT service delivery across the organization. Key responsibilities include:

• Providing technical support for end users across hardware, software, access, and collaboration tools.
  
• Troubleshooting and resolving incidents related to:
  
  o Laptops, desktops, and mobile devices.
  
  o Conferencing systems and collaboration platforms.
  
  o VPN connectivity and remote access issues.
  
  o Core business applications and IT services.
  
• Supporting user onboarding and offboarding activities, including:
  
  o Device provisioning and configuration.
  
  o Account setup and access management.
  
  o Equipment returns and lifecycle processes.
  
• Managing IT support requests through the ITSM platform, ensuring accurate documentation and timely resolution.
  
• Partnering with Digital Workplace, Security, and Infrastructure teams to escalate issues and drive resolution.
  
• Supporting continuous improvement initiatives by identifying recurring issues and recommending process enhancements.
  
  

  Essential Duties and Job Functions:

• Provide Tier 1 / Tier 2 technical support for IT incidents and service requests.
  
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues across Windows and macOS environments.
  
• Assist with user account management and access requests, including MFA resets, group access, and application permissions.
  
• Maintain accurate and complete ticket documentation, including troubleshooting steps, status updates, and resolution details.
  
• Ensure timely communication with users regarding ticket progress, expectations, and resolution timelines.
  
• Escalate complex technical issues to appropriate resolver teams with detailed troubleshooting information and business impact.
  
• Support endpoint management processes, including device deployment, inventory updates, refresh cycles, and asset returns.
  
• Assist with maintaining knowledge base documentation and self-service resources.
  
• Identify opportunities for automation, process improvements, and reduction of recurring support issues.
  
• Follow established IT processes, procedures, and service level agreements (SLAs).
  
• Support both onsite and remote employees with a customer-focused approach.
  
• Maintain a high level of professionalism, ownership, and attention to detail when handling user requests.
  
  

  Knowledge & Skills:

• Strong troubleshooting skills across Windows and macOS operating systems.
  
• Experience supporting laptops, desktops, mobile devices, conferencing tools, and enterprise applications.
  
• Familiarity with identity and endpoint management tools, including:
  
  o Google Workspace.
  
  o Okta and/or Azure Active Directory.
  
  o Microsoft Intune.
  
  o JAMF.
  
  o VPN clients.
  
• Experience working with IT Service Management (ITSM) platforms such as ServiceNow or Jira Service Management.
  
• Strong customer service mindset with excellent written and verbal communication skills.
  
• Ability to manage multiple tickets, prioritize workload, and meet SLA expectations.
  
• Understanding of ITIL fundamentals, including incident management, request fulfillment, escalation processes, and knowledge management.
  
• Strong organizational, analytical, and problem-solving skills.
  
• Ability to work effectively in a fast-paced, growing environment.
  
• Strong attention to detail with a process-driven mindset.
  
• Ability to collaborate effectively with cross-functional teams and technical stakeholders.
  
• Commitment to maintaining accurate documentation and following established IT procedures.
  
  

  Education & Experience:

• 2–4 years of experience in IT support, service desk, desktop support, or end-user computing roles.
  
• Experience supporting enterprise users in onsite and remote environments.
  
• Hands-on experience with endpoint provisioning, user access management, and IT operations processes.
  
• Familiarity with cloud-based productivity platforms and enterprise identity solutions preferred.
  
• ITIL certification or related IT service management training is a plus.
  

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