Help Desk

Temporary Technical Support Specialist I (Tech 1)

Contract/long term (W2 Only)

Onsite San Francisco, CA

375 Beale Street, San Francisco, California,
Schedule: Monday Friday, 8:00 AM 5:00 PM (1-hour unpaid break)

Background

Metropolitan Transportation Commission is requesting proposals for a Temporary Technical Support Specialist I (Tech 1) to support ongoing frontline IT operations.

This request supports continuation of an established function focused on Help Desk support and hardware deployment, ensuring consistent, high-quality technical assistance for staff in a Microsoft-centric environment.

Scope of Work

The Technical Support Specialist I will provide frontline support, triage, and hardware services, including:

Core Responsibilities

Help Desk & User Support

• Serve as the first point of contact for support requests (tickets, walk-ups, and escalation channels)
• Perform Level 1 2 triage, troubleshooting, and issue resolution
• Log, categorize, prioritize, and manage tickets in the IT service management system
• Support issues related to:
  • Microsoft 365 (Outlook, Teams, SharePoint)
  • Windows and macOS environments
  • Slack and Zoom
  • Box and SharePoint file storage
  • Business applications (e.g., Oracle, Adobe)
• Escalate issues beyond scope with clear, complete documentation

Dispatch & Frontline Coordination

• Provide in-person and remote support to staff
• Act as a dispatch point to coordinate support activities as needed
• Ensure timely follow-up and communication with end users
• Maintain a high level of responsiveness and customer service

Hardware Deployment & Lifecycle Support

• Configure, deploy, and maintain laptops (Mac and PC) and peripherals
• Support onboarding and offboarding activities, including:
  • Device setup and provisioning
  • Account access verification
  • Equipment collection and reimaging
• Perform basic troubleshooting for devices and peripherals
• Track assets and maintain accurate inventory and lifecycle records

Additional Support (as needed)

• Assist with documentation or knowledge base updates
• Support process improvements or workflow standardization
• Contribute to maintaining consistent service quality across support channels

Deliverables

• Timely resolution or escalation of support tickets
• Accurate and complete ticket documentation
• Successful device deployments aligned with onboarding timelines
• Updated asset tracking and inventory records
• Clear, consistent communication with end users

Minimum Qualifications

Technical

• Experience supporting:
  • Microsoft 365 (Outlook, Teams, SharePoint)
  • Windows and macOS environments
  • Collaboration tools (Slack, Zoom)
  • File storage platforms (Box or similar)
  • Adobe applications
  • Enterprise systems such as Oracle (basic support level)
• Familiarity with IT ticketing systems and service management practices
• Ability to perform Level 1 2 troubleshooting and triage