Information Technology Support Specialist

Motion Recruitment; Palo Alto (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

Motion Recruitment is seeking an IT Support Specialist in Palo Alto, CA to join a client in the electric vehicle sector. You will provide Tier 1/2 end-user support for hardware, software, and access, troubleshooting issues across laptops, mobile devices, conferencing systems, VPN, and core business apps.

You will maintain documentation in the ITSM platform and ensure timely communication with users, with on-site and remote support responsibilities and a focus on service quality and SLA adherence.

Qualifications

• 2+ years in IT support or service desk roles.
• Experience across Windows and macOS environments.
• Familiarity with identity/endpoint tools and ITSM platforms.
• Strong written and verbal communication, customer-focused.
• Able to support onsite and remote users while meeting SLA goals.

Responsibilities

• Provide Tier 1/2 end-user IT support for hardware, software, and access.
• Troubleshoot laptops, mobile devices, conferencing, VPN, and apps.
• Handle MFA resets, group access, and onboarding/offboarding.
• Document incidents and resolutions in the ITSM system.
• Escalate issues with context and maintain service quality.
• Assist with device provisioning, lifecycle, and knowledge base updates.
• Identify recurring issues and suggest improvements to reduce tickets.

Skills

Windows

macOS

ITSM tools

Google Workspace

Okta/Azure AD

Intune

JAMF

VPN

ServiceNow/Jira

Customer service

Tools

ServiceNow

Jira Service Management

Google Workspace

Okta/Azure AD

Intune

JAMF

VPN client

Job description

Our client, an electric vehicle manufacturer company, is looking for someone to join their team as an IT Support Specialist in Palo Alto, CA.

This is a W2 contract budgeted until November 27, 2027

In this role, 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.

What You Will Be Doing

• 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.

Required Skills & Experience

• 2+ 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).