We are seeking a proactive and customer-focused End-User Support Specialist to serve as the primary point of contact for users needing technical assistance. In this role, you will provide hands-on support, troubleshoot issues, and ensure a seamless experience for end users. This position is ideal for someone who enjoys solving problems, working directly with people, and delivering excellent customer service in a technical environment.
Key Responsibilities
Provide front-line support to end users via in-person, phone, email, or ticketing systems
Diagnose and troubleshoot hardware, software, and basic network issues
Install, configure, and maintain desktops, laptops, mobile devices, and peripherals
Assist users with account access, password resets, and system navigation
Document incidents, resolutions, and processes in the ticketing system
Escalate complex or unresolved issues to higher-level support teams
Maintain a high level of customer satisfaction through clear communication and timely follow-up
Support onboarding/offboarding processes, including equipment setup and account provisioning
Qualifications
Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
1–3+ years of experience in IT support, help desk, or customer-facing technical roles
Strong troubleshooting and problem-solving skills
Excellent interpersonal and communication skills
Ability to explain technical concepts to non-technical users
Experience with Windows and/or macOS environments
Familiarity with ticketing systems and remote support tools
Fast-paced, collaborative environment
May require occasional lifting of equipment (up to 25–50 lbs)
Ability to manage multiple support requests simultaneously
Basic knowledge of networking concepts (DNS, VPN, TCP/IP)
Experience with Active Directory or similar user management systems
Exposure to Microsoft 365, Google Workspace, or similar platforms
IT certifications such as CompTIA A+, Network+, or equivalent are a plus
Work Environment
Competitive salary based on experience
Health, dental, and vision insurance
Paid time off and holidays
Professional development and certification support
Opportunities for growth within the organization
225 SE 10th ST
