Global IT Support Specialist (Tier 1) – Onsite Ferndale

Samson rope; Ferndale (WA); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

PTO 15 days + holidays

Health insurance

Profit sharing

401k match

Tuition reimbursement

Life and disability insurance

Volunteer time

Dog-friendly office

Job summary

Samson Rope in Ferndale, WA is seeking an Enterprise Support Specialist to own Tier 1 IT support for global facilities. You will diagnose, document, and resolve end-user requests, provide hands-on help onsite in Ferndale and remotely elsewhere, and coordinate local assistance with Tier 2 when needed.

The role emphasizes strong ticket documentation, clear communication, and adherence to security and change procedures while supporting production operations and global time zones.

Qualifications

• Minimum four years of progressively responsible service desk or end-user support experience.
• Experience coordinating technical escalations and working with multi-site teams.
• Comfortable with on-call rotations and occasional outside-hours support.

Responsibilities

• Respond to end-user support requests across multiple channels and prioritize work.
• Troubleshoot and resolve issues with computers, mobile devices, printers, peripherals, and connectivity.
• Install, configure, and repair end-user hardware and software within security procedures.
• Train users and create help sheets and FAQs for supported technology.
• Coordinate remote support for international sites and liaise with vendors.

Skills

End-user support

Windows endpoints

Printer & peripherals

Remote assistance

DNS/DHCP/VPN basics

Education

Associate degree in IT or related field

Bachelor's degree (optional)

Tools

Ticketing systems

Remote support tools

Inventory management systems

Job description

Samson Rope in Ferndale, WA is seeking an Enterprise Support Specialist to own Tier 1 IT support for global facilities. You will diagnose, document, and resolve end-user requests, provide hands-on help onsite in Ferndale and remotely elsewhere, and coordinate local assistance with Tier 2 when needed.

The role emphasizes strong ticket documentation, clear communication, and adherence to security and change procedures while supporting production operations and global time zones.