End User Support Specialist

Role overview Deliver responsive, high-touch IT support to employees across the United States, including senior leaders and client-facing staff. The work spans daily troubleshooting, onboarding, user training, and coordination with distributed support teams to maintain a consistent service experience.

Responsibilities - Triage and resolve requests received through tickets, calls, and chat, documenting work and meeting service targets. - Troubleshoot Microsoft 365, Windows, VPN and network connectivity, collaboration tools, business applications, access, authentication, and permissions. - Provide attentive support to executives and other priority users, with clear updates and reliable follow-through. - Escalate complex issues to the appropriate technical team with useful notes and an explanation of business impact. - Coordinate ticket handoffs with an offshore help desk across coverage periods. - Help prepare new hires by validating account access and coordinating software and equipment readiness; contribute to user training and knowledge articles.

Requirements - High school diploma or equivalent and at least three years of progressive IT or end-user support experience. - Working knowledge of Microsoft 365, Windows 10/11, enterprise applications, MFA/SSO, VPN, and common user support issues. - Troubleshooting and problem-solving skills, plus experience with ticketing systems, service level targets, or IT service management practices; JIRA is preferred. - Strong customer service and communication, including experience providing executive-level support. - Organized documentation habits and the ability to prioritize requests, collaborate across teams, and escalate appropriately. - Experience with onboarding, training, technology adoption, or onsite support is useful.

Benefits and work setup The listing describes medical, dental and vision coverage, disability and life insurance, paid time off, retirement plans, paid care leave, and a possible annual bonus, alongside professional development and flexibility. The stated salary range is $54,800–$80,000; individual compensation depends on factors including experience, skills, education, and location. Candidates must be eligible to work in the United States; work sponsorship is not provided.