IT Support Specialist

IT Support Specialist

Location: Pasadena, CA
Work Environment: 100% onsite, IT Help Desk / Call Center environment
Contract Duration: Temporary assignment, up to 6 months
Schedule: 9/80 work schedule, alternating Fridays off

Position Overview

We are seeking an IT Support Specialist to provide frontline technical assistance and customer support for a public-sector organization in Pasadena, CA.

This position serves as the first point of contact for employees experiencing technical issues involving computers, software applications, account access, printers, network connectivity, and other enterprise IT services.

The IT Support Specialist will be responsible for answering incoming support calls, diagnosing technical issues, guiding users through troubleshooting procedures, documenting incidents, and escalating complex problems to the appropriate IT teams.

The ideal candidate brings hands-on Help Desk, Service Desk, or IT Call Center experience , strong troubleshooting skills across Windows and Microsoft 365 environments, familiarity with IT ticketing systems such as ServiceNow, and excellent customer service and telephone communication skills.

Key Responsibilities

• Provide first-level technical support to employees through incoming telephone calls in a call center environment.
• Troubleshoot and resolve common hardware, software, operating system, peripheral, and connectivity issues.
• Support Windows computers, Microsoft 365 applications, web browsers, printers, and other end-user devices.
• Assist users with password resets, account lockouts, login issues, and general account access troubleshooting.
• Diagnose basic network and VPN connectivity issues and guide users through appropriate troubleshooting procedures.
• Utilize remote support tools to diagnose and resolve technical issues.
• Create, update, categorize, prioritize, and manage IT support tickets according to established procedures.
• Document reported issues, troubleshooting steps, resolutions, and escalation details accurately.
• Assess technical incidents by asking relevant questions and identifying potential causes.
• Resolve routine IT incidents independently using approved tools, knowledge bases, and documented procedures.
• Escalate unresolved or complex technical issues to the appropriate IT support teams.
• Communicate ticket status, troubleshooting progress, and next steps to end users.
• Follow up with employees to ensure issues are addressed and support requests are properly documented.
• Collaborate with IT technicians, system administrators, and other technical teams to resolve incidents.
• Maintain accurate service records and support documentation.
• Manage multiple incoming support requests while maintaining timely and professional customer service.
• Provide patient, courteous, and effective technical assistance

Job Requirements

Required Qualifications

• Previous professional experience providing telephone-based technical support in a Help Desk, Service Desk, IT Support, or Call Center environment .
• Hands-on experience troubleshooting Windows computers and common end-user technology issues.
• General knowledge of Microsoft 365 applications, web browsers, printers, and peripheral devices.
• Experience troubleshooting password resets, account lockouts, login issues, and user access problems.
• General understanding of network connectivity and VPN troubleshooting.
• Familiarity with remote desktop support tools and IT ticketing systems.
• Experience creating, updating, documenting, and managing technical support tickets.
• Ability to identify technical issues that can be resolved independently versus those requiring escalation.
• Strong IT troubleshooting, diagnostic, and problem-solving skills.
• Excellent telephone communication, active listening, and customer service skills.
• Ability to explain technical concepts and troubleshooting instructions clearly to nontechnical users.
• Strong organizational and time-management skills.
• Strong attention to detail and accurate technical documentation.
• Ability to manage multiple priorities and support requests in a busy call center environment.
• Ability to work independently while collaborating effectively with other IT personnel.
• Patience, professionalism, and sound judgment when assisting frustrated or nontechnical customers.
• Ability to work 100% onsite in Pasadena, CA , following a 9/80 work schedule.

Preferred Qualifications

• Experience using ServiceNow or comparable IT Service Management (ITSM) platforms.
• Experience supporting Microsoft 365 applications in an enterprise environment.
• Experience using remote troubleshooting and desktop support tools.
• Familiarity with Active Directory or comparable user account management systems.
• Experience supporting password resets, account provisioning, and basic access management.
• Experience working in a high-volume IT Help Desk or technical call center environment.
• Previous experience supporting government, municipal, public-sector, or large enterprise organizations.
• Familiarity with IT incident management, ticket prioritization, and escalation procedures.
• CompTIA A+, ITIL Foundation, or comparable IT support certifications.

Education

A degree, certification, or technical training in Information Technology, Computer Science, Information Systems, or a related technical discipline is preferred. Equivalent professional experience in Help Desk, Service Desk, IT Support, or technical customer service may be considered.

Ideal Candidate

The strongest candidate will combine hands-on IT Help Desk experience with excellent telephone-based customer service skills and the ability to troubleshoot technical issues efficiently in a high-volume call center environment.

This position requires someone who can contribute immediately, work effectively with other IT personnel, and provide reliable technical support in a fully onsite environment following a 9/80 schedule with alternating Fridays off .