Senior Computer User Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Computer User Support Specialist based in the United States.

This is an excellent opportunity for an experienced IT support professional to play a critical role in delivering high-quality technical assistance within a large-scale enterprise environment. The role focuses on resolving complex user issues, supporting mission-critical systems, and ensuring seamless IT service delivery for a diverse user base, including executive-level stakeholders. Working remotely, you will collaborate with cross-functional teams to troubleshoot technical challenges, drive issue resolution, and enhance customer satisfaction. The position combines hands-on technical support with process improvement and operational coordination responsibilities. Ideal candidates thrive in fast-paced environments, possess strong problem-solving abilities, and are passionate about providing exceptional customer service. This role offers meaningful impact by helping users remain productive while supporting enterprise-wide technology operations.

• 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.

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.
• Ability to obtain and maintain a Public Trust clearance.
• 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.

Benefits

• Fully remote work environment within the United States.
• Opportunity to support large-scale enterprise IT operations and mission-critical services.
• Exposure to complex technical environments and enterprise-level support processes.
• Professional development opportunities, including ITIL certification support.
• Collaborative and team-oriented work culture with opportunities to work alongside experienced IT professionals.
• Meaningful career growth opportunities within a technology-driven organization.
• No routine travel requirements.
• Flexible shift opportunities based on operational needs.
• Inclusive workplace committed to merit-based career development and equal employment opportunities.