Technical Support Specialist (Contractor)

Zeno Power•Seattle, WA

1d•$35 - $45•Hybrid

About The Position

Zeno Power is seeking a highly motivated Technical Support Specialist to support company operations by maintaining consistent operation of technology systems, with a primary focus on 24x7 system operations. The specialist troubleshoots and responds to issues, collaborates with team members to resolve them, and takes ownership of incidents and solutions through satisfactory resolution or completion. The role provides client engineering and service desk support. The position requires in-office presence in Seattle’s South Lake Union on Tuesdays, Wednesdays, and Thursdays; remote work is optional on Mondays and Fridays. Travel is required at less than 10%. The contract duration is six months. The anticipated compensation is $35–$45 per hour, with the final rate determined by relevant experience, skills, qualifications, certifications, and business considerations. Applicants must meet the posting’s definition of a U.S. person.

Requirements

1–3 years of IT help desk, service desk, or desktop support experience, or an equivalent combination of education, training, and experience.
Hands-on support experience with Windows 10/11 and macOS, and working knowledge of iOS and Android.
Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint, and basic user administration in Entra ID and Active Directory.
Experience working tickets in an ITSM tool; Jira Service Management Data Center or Cloud is preferred, while ServiceNow or similar is accepted.
Basic networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and cable management.
Strong customer service and written and verbal communication skills, including the ability to explain technical issues to non-technical staff and executives.
Discretion, good judgment, and comfort following strict procedures in a regulated environment.
Must be a U.S. person as defined in the job posting.

Nice To Haves

Exposure to Microsoft Intune, Windows Autopilot, and Microsoft Defender for Endpoint.
Experience in a Microsoft 365 GCC High, CMMC, NIST SP 800-171, or ITAR environment.
Experience supporting Microsoft Teams Rooms or conference room AV.
CompTIA A+, Network+, or Security+ certification; Microsoft MD-102 or MS-900 certification; or ITIL 4 Foundation.

Responsibilities

Serve as the first point of contact for walk-up, Teams, email, and ticket-based requests.
Triage, prioritize, and resolve common issues or escalate them to the TSE according to defined procedures.
Execute onboarding and offboarding checklists, including device setup and handoff, hardware reclaim, device wipe and return, and assigning or reclaiming licenses.
Troubleshoot Microsoft 365 GCC High applications on Windows and macOS, as well as docks, monitors, peripherals, and iOS and Android devices.
Confirm devices are enrolled, compliant, encrypted, current on updates, and have approved software available through the Company Portal.
Escalate non-standard software, endpoint patching, and vulnerability remediation to the TSE.
Maintain accurate hardware asset records and coordinate RMAs and warranty repairs with vendors.
Set up and support conference rooms, including Teams Rooms, displays, cameras, and audio; support printing services and equipment.
Verify identity before making account changes and immediately report suspected phishing, lost or stolen devices, and security incidents.
Create and update knowledge base articles and how-to guides, and assist with new-hire IT orientation.