Senior Computer User Support Specialist

Role overview

This opportunity is being shared on behalf of a partner employer, which will handle applications and all follow-up steps. The hiring company is seeking an experienced Senior Computer User Support Specialist based in the United States. The role is designed for a seasoned IT support professional who can deliver dependable technical help in a large enterprise setting.

You will work remotely and support users across the organization, including executive stakeholders. The position calls for strong troubleshooting ability, a customer-first approach, and comfort working with mission-critical systems. In addition to resolving technical issues, you will also contribute to process improvements, operational coordination, and overall service quality.

What you will do

• Act as a main contact for users who need technical help, and work to resolve incidents, requests, and service questions promptly.
• Create, update, and close support tickets while keeping thorough notes on the issue, troubleshooting steps, and final outcome.
• Deliver remote assistance by phone, email, and chat for hardware, software, connectivity, email, password, and desktop-related problems.
• Diagnose issues, install software, configure systems, and troubleshoot user devices and operating systems.
• Work with internal teams and stakeholders to coordinate fixes and keep communication clear throughout the support process.
• Track service quality and team output, share feedback, and help improve support practices over time.
• Maintain accurate logs, audit records, and performance reports tied to support operations.
• Partner with service desk staff and technical specialists to spot recurring problems and recommend broader solutions.
• Assist with complex technical cases by applying your expertise, aligning the right people, and helping drive resolution.
• Contribute to a professional, user-focused support environment that values responsiveness and high service standards.

Requirements

• An associate degree, or an equivalent mix of education and relevant work experience.
• Between 4 and 9 years of experience in IT support, service desk operations, or a similar technical support function.
• At least 1 year of hands-on Windows desktop support and troubleshooting experience.
• At least 2 years of experience using remote support tools to assist end users.
• Prior exposure to common enterprise applications and desktop technologies.
• Ability to obtain and keep a Public Trust clearance.
• ITIL v4 Foundation training and certification, or a willingness to earn it within 120 days of joining.
• Strong working knowledge of Windows operating systems, web browsers, Active Directory basics, and end-user computing environments.
• Excellent spoken and written communication skills, with the ability to work effectively with users at all levels, including executives.
• Strong analytical thinking, attention to detail, and the ability to manage several priorities while working remotely.
• Ability to work independently, use sound judgment, and develop solutions for complicated technical problems.
• Flexibility to work different shifts, including holidays, as needed by the business.
• Well-developed organization skills, a strong service mindset, and commitment to high-quality support.

Benefits and additional information

• Fully remote work arrangement within the United States.
• Chance to support enterprise-scale IT operations and business-critical services.
• Exposure to complex technical systems and enterprise support workflows.
• Professional growth support, including help with ITIL certification.
• A collaborative team environment with experienced IT professionals.
• Opportunities for career development within a technology-focused organization.
• No regular travel is expected.
• Flexible shift options depending on operational requirements.
• An inclusive workplace committed to merit-based development and equal opportunity.

Process and privacy notes

The application process is managed by the partner company. After the initial matching and review, the employer’s internal team handles interviews, assessments, and any next steps.

By submitting an application, candidates agree that personal data may be processed to evaluate fit and shared with the hiring employer in line with applicable data protection requirements, including GDPR where relevant. Applicants may exercise rights such as access, correction, deletion, and objection.

Automated tools may be used to help review applications, summarize resumes, assess responses, and flag possible inconsistencies. These tools support the recruitment process but do not replace human decision-making.