IT Support Specialist

Immediate need for a talented IT Support Specialist
. This is a 06+ Months Contract opportunity with long-term potential and is located in Santa Clara, CA (Onsite).

Job
-26643

Pay Range: $25 - $28/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

• Monitor, review, and analyze user support tickets, providing timely responses in accordance with established service standards.
• Investigate and resolve assigned incidents and service requests within defined timelines while maintaining a professional customer-focused approach.
• Follow established Standard Operating Procedures (SOPs) and Business Operating Procedures (BOPs) when handling support requests.
• Manage critical incidents and crisis escalations appropriately, ensuring issues are routed to the appropriate technical or support teams when resolution cannot be completed within the primary support group.
• Deliver a consistently positive customer service experience by communicating clearly, professionally, and proactively with users.
• Support documentation, process improvement, reporting, and other technology initiatives or special projects as assigned.
• Maintain accurate records and documentation related to incidents, resolutions, processes, and operational procedures.

• Skills- Desktop, VLOOKUP, Pivot, Excel, Windows 10 & 11, Documentation, Service now, Tickets Strong experience in technical documentation and process guideline development.
• Proficiency in Microsoft Word and Excel, including professional document formatting and data organization.
• Hands‑on knowledge of Excel VLOOKUP and data analysis functions.
• Experience working with Power BI for reporting and data visualization.
• Strong client/customer interaction and communication skills.
• Proficiency in creating and presenting information using Microsoft PowerPoint.
• Self‑motivated and capable of working independently with minimal supervision.
• Ability to take ownership of assigned projects and manage responsibilities through completion.
• Strong teamwork and collaboration skills with the ability to work effectively across different support teams.
• Strong customer service orientation with excellent interpersonal, organizational, written, and verbal communication skills.
• Ability to work effectively in a fast‑paced, continuously changing technical environment.
• Working knowledge of Windows‑based applications, operating systems, and common desktop technologies.
• Ability to troubleshoot and diagnose software, application, hardware, connectivity, and basic network‑related issues.
• Ability to assess the severity and business impact of issues, prioritize appropriately, and
  ** escalate
  * * high‑priority incidents when required.
• Ability to explain complex technical concepts and troubleshooting steps in clear, non‑technical language to end users.
• Working knowledge of modems, data communications, and basic PC network connectivity troubleshooting.
• Ability to identify and resolve common computer memory and performance‑related issues.
• Experience resetting and troubleshooting network and Internet credentials/passwords.
• Ability to configure and troubleshoot Internet proxy settings.
• Experience installing, configuring, and setting up desktop applications.
• Working knowledge of Windows/NT navigation, directory structures, and file systems.
• Familiarity with Windows disk utilities and the ability to resolve common disk‑related errors.
• Ability to interpret network and system error messages to identify potential causes and determine appropriate troubleshooting or escalation paths.
• Associate degree in Computer Science, Information Technology, or a related field, with a minimum of two…