IT Specialist

JOB TITLE: IT Support Specialist

LOCATION: Irvine, CA (Onsite)

SCHEDULE: 8:00 AM – 5:00 PM

DURATION: 4-month initial contract

PAY: 38-43 USD per hour

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 laptops, desktops, and mobile devices; conferencing systems and collaboration platforms; VPN connectivity and remote access issues; core business applications and IT services.
• Supporting user onboarding and offboarding activities, including device provisioning and configuration, account setup and access management, and 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.
• Providing Tier 1 / Tier 2 technical support for IT incidents and service requests.
• Diagnosing, troubleshooting, and resolving hardware, software, and connectivity issues across Windows and macOS environments.
• Assisting with user account management and access requests, including MFA resets, group access, and application permissions.
• Maintaining accurate and complete ticket documentation, including troubleshooting steps, status updates, and resolution details.
• Ensuring timely communication with users regarding ticket progress, expectations, and resolution timelines.
• Escalating complex technical issues to appropriate resolver teams with detailed troubleshooting information and business impact.
• Supporting endpoint management processes, including device deployment, inventory updates, refresh cycles, and asset returns.
• Assisting with maintaining knowledge base documentation and self-service resources.
• Identifying opportunities for automation, process improvements, and reduction of recurring support issues.
• Following established IT processes, procedures, and service level agreements (SLAs).
• Supporting both onsite and remote employees with a customer‑focused approach.
• Maintaining a high level of professionalism, ownership, and attention to detail when handling user requests.

• 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 Google Workspace, Okta and/or Azure Active Directory, Microsoft Intune, JAMF, and VPN clients.
• Experience working with IT Service Management (ITSM) platforms such as Service Now 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.

• 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.