IT Support Specialist II

Title: IT Support Specialist II

Location: Santa Rosa, California

Duration: 6 Months

Shifts: 8am - 4:30pm

100% Onsite

Summary:

Under limited supervision, provides help desk support and basic IT-related activities for end users and clients. Responsible for resolving technical issues involving PCs, applications, hardware, network connectivity, and related systems. Applies technical knowledge and troubleshooting skills to independently resolve most user inquiries and restore services while providing an exceptional customer experience.

Key Responsibilities:

• Receive, troubleshoot, resolve, or appropriately escalate incidents and service requests entered into the support system.
• Review, prioritize, and respond to support tickets within established service level standards.
• Provide technical support for PC hardware, software applications, operating systems, network connectivity, and peripheral devices.
• Interact with Network Services, Systems Engineering, Application Development, and other support teams to restore service and identify root causes of technical issues.
• Simulate or recreate user-reported problems to diagnose and resolve operating difficulties.
• Follow established SOPs, BOPs, and IT support procedures while maintaining accurate ticket documentation.
• Escalate incidents according to defined procedures when issues cannot be resolved within the support tier.
• Recommend system, process, or configuration improvements to reduce recurring user issues and improve service delivery.
• Install, configure, and support approved software applications and system utilities.
• Assist users with password resets, proxy configurations, browser issues, network connectivity, and application access requests.
• Participate in IT projects, deployments, hardware refresh activities, and other technology initiatives as assigned.
• Maintain a positive customer experience through professional communication and timely issue resolution.
• Refer complex technical issues to intermediate or senior-level support personnel when necessary.

Required Competencies:

• Top 3 Required Skills
• IT Service Management (ServiceNow, JSM, or similar ITSM platforms)
• Microsoft Enterprise Support (Microsoft 365, Windows, Teams, OneDrive, SharePoint)
• Process Adherence & Documentation (SOPs, Knowledge Base, Workflow Documentation)
• Top 3 Preferred Skills
• PowerShell / Power Automate
• Remote Support Tools (BeyondTrust, Bomgar, Teams)
• Asset & Inventory Management (ServiceNow Asset Management)
• Strong customer service orientation with excellent interpersonal and communication skills.
• Ability to translate technical concepts into clear, non-technical language.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work effectively in a fast-paced and changing environment.
• Ability to identify priority issues and escalate appropriately.
• Working knowledge of:
• Microsoft Windows operating systems and applications
• PC hardware troubleshooting and diagnostics
• Network connectivity troubleshooting
• Browser and network utilities
• User account administration and password management
• Software installation and configuration
• Windows file systems, directory structures, and disk utilities
• Network error message analysis and basic root-cause identification
• Memory, storage, and performance-related troubleshooting

Qualifications:

• Sufficient knowledge of IT operations, workflows, support processes, and procedures to resolve most issues independently.
• Ability to work under limited supervision while managing multiple priorities.
• Demonstrated ability to diagnose hardware, software, and connectivity issues.
• Sound judgment and strong decision-making skills when handling incidents and escalations.
• Effective communication and collaboration skills when working with end users, technical teams, and business stakeholders.
• Capacity to understand specific user and business requirements and apply technical knowledge to meet those needs.
• Experience providing Help Desk, Desktop Support, Service Desk, or related IT support services preferred.

Level of Responsibility:

• Individual contributor role.
• Works under limited supervision.
• Applies subject matter knowledge to support end-user computing environments.
• Responsible for help desk support and routine IT operational activities.
• Escalates advanced technical issues to senior support resources as appropriate.

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High-Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.