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IT Support Specialist

ICONMA, LLC

Palo Alto, CA

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JOB DETAILS
SALARY
$33.18–$43.88 Per Hour
SKILLS
Atlassian JIRA, Automation, Communication Skills, Customer Support/Service, Detail Oriented, Documentation, Establish Priorities, Health Plan, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Knowledge Base, Knowledge Management, Mac Operating System, Maintenance Services, Manufacturing, Microsoft Windows Azure, Microsoft Windows System Administration, Onboarding, Policy Development, Presentation/Verbal Skills, Process Improvement, Service Level Agreement (SLA), ServiceNow, Technical Support, Time Management, VPN (Virtual Private Network)
LOCATION
Palo Alto, CA
POSTED
6 days ago
Our Client, an 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.
  • Experience: 3 - 19 years
 
Why Should You Apply?

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ICONMA, LLC

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