Technical Support Specialist (CA)

Title: Technical Support Specialist (CA)
Location: Culver City, CA (4/1)
Duration: 6-month contract to hire
Compensation: $25/hr - $35/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Job Summary

We are seeking a customer-focused and technically skilled Technical Support Specialist to join our IT team. This role serves as a frontline support resource responsible for providing technical assistance to employees, troubleshooting hardware and software issues, supporting identity and security platforms, and ensuring a positive end-user experience. The Technical Support Specialist will play a key role in maintaining operational efficiency across the organization by resolving technical issues, managing user lifecycle activities, and supporting core IT systems and tools.

The ideal candidate is a strong problem solver with experience supporting Windows and macOS environments, identity management solutions, endpoint security tools, and collaboration technologies. Success in this role requires excellent communication skills, attention to detail, and a disciplined approach to documenting all work within the corporate ticketing system.

Key Responsibilities

• Provide advanced end-user technical support and resolve escalated hardware, software, network, and system issues.
• Deliver exceptional customer service and ensure timely resolution of support requests and incidents.
• Troubleshoot and support Windows and macOS operating systems.
• Support employees experiencing issues with audio/visual (A/V) equipment and web conferencing platforms.
• Perform user onboarding activities, including account creation, permissions assignment, hardware deployment, and software provisioning.
• Perform user offboarding activities, including account deactivation, license reclamation, and asset recovery.
• Troubleshoot and resolve multi-factor authentication (MFA) issues.
• Provide Tier 1 support for Okta-related issues, including password resets, account access, MFA enrollment, and basic identity management requests.
• Triage and escalate SentinelOne security alerts and endpoint protection issues as appropriate.
• Troubleshoot basic Zscaler Client Connector (ZCC) connectivity and access issues.
• Monitor and manage incoming tickets to ensure adherence to service levels and timely resolution.
• Maintain detailed documentation of support activities, resolutions, knowledge base articles, and technical procedures.
• Communicate proactively with end users regarding ticket status and resolution progress.
• Collaborate with internal IT teams, administrators, engineers, architects, and third-party vendors to resolve complex issues.
• Identify opportunities to improve support processes, workflows, and automation initiatives.
• Assist with the development, implementation, and enforcement of IT policies, procedures, and security standards.
• Promote IT security best practices with a focus on data protection, compliance, and risk mitigation.
• Manage IT asset inventory and support procurement, deployment, and disposal processes.
• Deliver user training and guidance on company-supported technologies and systems.
• Stay current with emerging technologies, industry trends, and IT support best practices.

Must-Have Skills & Qualifications

• 3+ years of experience in IT support, help desk, desktop support, or technical support roles.
• Strong troubleshooting experience across hardware, software, operating systems, and networking technologies.
• Advanced knowledge of Windows and macOS client operating systems.
• Experience supporting Active Directory environments, including user account management and authentication.
• Experience with Okta for identity management, Single Sign-On (SSO), account provisioning, and MFA support.
• Familiarity with ticketing systems and commitment to accurate documentation and ticket management.
• Knowledge of endpoint security concepts and experience triaging security-related issues.
• Strong problem-solving and analytical skills with the ability to resolve complex technical issues.
• Excellent verbal and written communication skills.
• Strong customer service orientation with a focus on delivering a positive user experience.
• Ability to work independently and collaboratively within a team environment.
• Ability to prioritize workload, meet deadlines, and perform effectively in a fast-paced environment.
• Demonstrated ability to learn and adapt to new technologies quickly.

Nice-to-Have Skills

• Experience with SentinelOne endpoint security solutions.
• Experience supporting Zscaler Client Connector (ZCC) or other Zero Trust Network Access (ZTNA) platforms.
• Familiarity with enterprise A/V systems and web conferencing technologies.
• Experience supporting SaaS application provisioning and access management.
• Knowledge of IT asset management and inventory tracking processes.
• Experience creating technical documentation, knowledge base articles, and user guides.
• Exposure to IT security frameworks, compliance requirements, and security best practices.
• Experience working with third-party vendors and service providers.
• Automation or scripting experience (PowerShell, Bash, or similar) for IT support tasks.
• Relevant certifications such as CompTIA A+, Network+, Security+, Okta Certified Professional, Microsoft certifications, or equivalent.

Education & Experience

Required Education

• Associate's Degree in Information Technology, Computer Science, or a related field; equivalent combination of education and experience may be considered.

Preferred Education

• Bachelor's Degree in Information Technology, Computer Science, or a related field.

Preferred Certifications

• Microsoft Certifications (e.g., MCP, MCSA, MCSE, or equivalent)
• Cisco Certifications (e.g., CCNA, CCNP, Azure Administrator Associate, or equivalent)
• CompTIA Certifications (e.g., A+, Network+, Security+)
• ITIL Foundation Certification or equivalent IT service management certification

Required Experience

• 3+ years of experience in an IT Support, Service Desk, Desktop Support, or Technical Support role within a mid-to-large enterprise environment.
• Experience supporting Windows and macOS operating systems.
• Experience managing user accounts and authentication through Active Directory and/or Okta.
• Experience utilizing ticketing systems to track, document, and resolve incidents and service requests.

Preferred Experience

• 1+ years of experience supporting Google Workspace (formerly G Suite).
• Experience supporting enterprise identity and access management platforms.
• Experience working with endpoint security tools such as SentinelOne.
• Experience supporting Zero Trust networking solutions such as Zscaler Client Connector.
• Experience supporting audio/visual technologies and web conferencing platforms.

• Comprehensive medical benefits
• Competitive pay
• 401(k) Retirement plan
• ...and much more!

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