IT Support Specialist

Job Title: IT Support Specialist
Worksite location: Palo Alto, CA
Working hours: 8am-5pm
Location:12 Months
Experience:5-19 Years

Role Summary
As an IT Support Specialist, you will provide Tier 1 / Tier 2 support for end users across hardware, software, access, and collaboration tools. You will troubleshoot incidents, fulfill service requests, and support onboarding/offboarding activities. This role is hands-on and customer-facing, requiring strong technical fundamentals, excellent communication skills, and a disciplined approach to ticket handling and service quality. You will work closely with Digital Workplace, Security, and Infrastructure teams to escalate issues appropriately and help drive resolution.

What You'll Do


Provide end-user support for IT incidents and service requests (Tier 1 / Tier 2).
Troubleshoot issues across laptops/desktops, mobile devices, conferencing systems, VPN, and core business applications.
Support user account and access requests (e.g., MFA resets, group access, application access), in alignment with established policies.
Manage onboarding/offboarding support activities, including device provisioning and access setup.
Maintain accurate and complete documentation in the ITSM platform (ticket notes, status updates, resolution details).
Ensure strong customer communication: provide timely updates and follow-up until closure.
Escalate issues to the appropriate resolver teams with clear troubleshooting context and impact.
Support device lifecycle processes: deployment, inventory updates, refresh, and returns.
Contribute to knowledge base documentation and self-service improvements.
Identify recurring issues and suggest automation or process improvements to reduce ticket volume.

What We're Looking For
2-4 years of experience in IT support, service desk, or end-user computing roles.
Strong troubleshooting skills across Windows and macOS environments.
Familiarity with identity and endpoint tools (e.g., Google Workspace, Okta/Azure AD, Intune, JAMF, VPN clients).
Experience working in an ITSM tool such as ServiceNow or Jira Service Management.
Strong customer service mindset with clear written and verbal communication.
Ability to prioritize and manage multiple tickets effectively while meeting SLA expectations.
Comfort supporting both onsite and remote users.
Understanding of ITIL fundamentals (incident, request, escalation, knowledge management).
A process-driven mindset and attention to detail.