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
