IT Support Specialist

Talentify; Palo Alto (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Benefits

Referral Program

Growth opportunities

Job summary

Talentify is seeking an IT Support Specialist in Palo Alto, CA to provide frontline IT support for end users and assist with onboarding, device provisioning, and access management. The role requires strong troubleshooting across Windows and macOS, and familiarity with Google Workspace, Okta/Azure AD, Intune, JAMF, and VPN clients.

You will use ServiceNow or Jira Service Management for ticket handling, maintain thorough documentation, and ensure timely updates to users.

Qualifications

• 2–4 years of experience in IT support, service desk, or end-user computing.
• Strong troubleshooting skills across Windows and macOS.
• Experience with identity and endpoint tools: 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.

Responsibilities

• 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.

Skills

IT support

End-user computing

Windows

macOS

Google Workspace

Okta/Azure AD

ServiceNow

Tools

ServiceNow

Jira Service Management

Job description

Our client, a Ev Manufacturing company, is looking for a IT Support Specialist for their Palo Alto, CA location.

Responsibilities

• 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.

Requirements

• 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.

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities