IT Support Specialist

Role overview

We are hiring an IT Support Specialist for a fast-growing enterprise IT environment that spans multiple sites, cloud platforms, and a distributed workforce. The position is focused on delivering dependable, user-friendly support that keeps employees productive and helps the IT function run smoothly.

Work location and schedule

This role is based in Irvine, CA and follows working hours of 8:00 AM to 5:00 PM.

Contract duration

The assignment is for 12 months.

What you will handle

• Deliver Tier 1 and Tier 2 support to employees for incidents and service requests.
• Diagnose problems involving laptops, desktops, mobile devices, conferencing systems, VPN access, and core business applications.
• Process access-related requests such as MFA resets, group membership changes, and application permissions while following company policies.
• Support joiner and leaver activities, including device setup and access provisioning.
• Keep ticket records accurate in the ITSM system with notes, progress updates, and resolution details.
• Communicate clearly with users, share timely status updates, and follow issues through to closure.
• Escalate complex items to the right resolver group with complete troubleshooting background and business impact.
• Assist with endpoint lifecycle activities such as deployment, inventory management, refreshes, and device returns.
• Help improve the knowledge base and expand self-service options.
• Spot repeated issues and recommend automation or process changes that can lower ticket volume.

Desired background

The ideal candidate has 2 to 4 years of experience in IT support, service desk, or end-user computing. You should be comfortable working with Windows and macOS, and have hands-on familiarity with identity, endpoint, and remote access tools. Strong communication, organization, and ticket management skills are essential.

Additional notes

This is a customer-facing support role that requires a disciplined approach to service quality, documentation, escalation, and collaboration with Digital Workplace, Security, and Infrastructure teams.

Experience expected

Applicants should bring 2 to 4 years of relevant experience, which is equivalent to 24 to 48 months.

Core knowledge

Working knowledge of ITIL concepts such as incidents, requests, escalations, and knowledge management is important, along with attention to detail and a process-oriented mindset.