IT Support Specialist: End-User Tech, Onboarding & Growth

Talentify

Palo Alto (CA)

On-site

USD 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Health Benefits

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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.