Senior Computer User Support Specialist
New
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4–9 years
- Required Skills
- Customer service
Requirements
- Associate degree or equivalent combination of education and relevant professional experience.
- Minimum of 4–9 years of experience in IT support, service desk operations, or a related technical support role.
- At least one year of experience providing Windows desktop support and troubleshooting.
- Minimum of two years of experience using remote support tools to assist end users.
- Experience supporting commonly used enterprise software applications and desktop technologies.
- ITIL v4 Foundation training and certification, or willingness to obtain certification within 120 days of hire.
- Strong knowledge of Windows operating systems, web browsers, Active Directory fundamentals, and end-user computing environments.
- Excellent verbal and written communication skills with the ability to interact effectively with users at all organizational levels, including executives.
- Demonstrated problem-solving skills, attention to detail, and the ability to manage multiple priorities in a remote work environment.
- Proven ability to work independently, exercise sound judgment, and develop solutions for complex technical issues.
- Flexibility to work a variety of shifts, including holidays, as business needs require.
- Strong organizational skills, customer service orientation, and commitment to delivering high-quality support experiences.
Responsibilities
- Serve as a primary point of contact for users seeking technical assistance, ensuring timely resolution of incidents, requests, and service-related inquiries.
- Process, document, track, and manage support tickets, maintaining detailed records of issues, troubleshooting steps, and resolutions.
- Provide remote technical support via phone, email, and messaging platforms for hardware, software, network connectivity, email systems, password management, and desktop applications.
- Perform diagnostic analysis, software installations, system configurations, and troubleshooting of end-user devices and operating systems.
- Coordinate issue resolution activities with internal support teams and stakeholders while ensuring clear communication throughout the support lifecycle.
- Monitor service quality and team productivity, providing feedback and contributing to continuous improvement initiatives.
- Maintain accurate audit trails, operational records, and reporting metrics related to support activities and service performance.
- Collaborate with service desk teams and technical specialists to identify recurring issues, recommend solutions, and support enterprise-wide improvements.
- Assist in resolving complex technical challenges by contributing expertise, coordinating stakeholders, and driving effective outcomes.
- Support a customer-focused environment that prioritizes responsiveness, professionalism, and service excellence.
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