Global IT Support Specialist (Tier 1)

Samson Rope Technologies; Ferndale (WA); Hybrid; USD 41,000 - 48,000; Full time

Benefits offered by this job

Paid time away (PTO)

Health, Dental, Vision insurance

401k match up to 6%

Tuition reimbursement

Life and disability insurance

Bereavement leave

Dog-friendly office

Job summary

Samson Rope Technologies, a world leader in high performance cordage, seeks an Enterprise Support Specialist to own daily Tier 1 IT support for global facilities. You’ll diagnose, document, and resolve end-user requests, with on-site support in Ferndale and remote assistance elsewhere.

You will mentor, document solutions, and escalate when needed while maintaining security and change controls. The role emphasizes strong communication, inventory management, and the ability to handle multiple

Qualifications

• Associate degree in information technology, computer science, or related field; 5+ years in Help Desk may substitute.
• Four+ years of progressively responsible service desk or end-user support experience; independent hardware/software troubleshooting.
• Experience with multi-site/time-zone support and manufacturing or distribution support (desired).

Responsibilities

• Respond to end-user support requests across multiple channels, document details, and prioritize by impact.
• Troubleshoot and resolve issues with computers, mobile devices, printers, peripherals, and endpoints.
• Install, configure, upgrade, and repair hardware/software within safety and access procedures.
• Follow security, least-privilege, backup, recovery, and change-management requirements; escalate as needed.
• Create end-user training materials and site-specific checklists; maintain inventory and lifecycle records.
• Coordinate daily global Tier 1 queue; communicate with users and track escalated requests to closure.
• Coordinate remote support for Lafayette, Barcelona, and Ernée with plant contacts and vendors.
• Escalate production stoppages or complex issues to Tier 2; collaborate with IT Support Supervisor.
• Develop secondary skills in assigned technical areas and perform delegated tasks within access boundaries.

Skills

Hardware support

Windows endpoints

Mobile devices

Printers & peripherals

Productivity tools

Diagnostics

Remote support

DNS/DHCP/VPN

Communication

Documentation

Inventory management

On-call rotation

Education

Associate degree in IT/CS or related field

Bachelor's degree (desired)

Tools

Remote diagnostic tools

Identity and access tooling

Job description

Samson Rope Technologies, a world leader in high performance cordage, seeks an Enterprise Support Specialist to own daily Tier 1 IT support for global facilities. You’ll diagnose, document, and resolve end-user requests, with on-site support in Ferndale and remote assistance elsewhere.

You will mentor, document solutions, and escalate when needed while maintaining security and change controls. The role emphasizes strong communication, inventory management, and the ability to handle multiple