Remote Customer Facing IT End-user Support WFH

Qode; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Dental benefits

Vision benefits

Paid time off

Professional development

Collaborative environment

Job summary

Qode is seeking an IT End-User Support Specialist to provide frontline technical support to internal users, diagnosing and resolving hardware and software issues while delivering exceptional service with professionalism.

The role includes desktop and device setup, account management, Microsoft 365 support, VPN access, and knowledge sharing to improve IT processes in a fast-paced corporate environment. You will educate users on best practices and maintain asset records.

Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 1–3 years of IT helpdesk or desktop support experience.
• Strong knowledge of Windows and/or macOS operating systems.
• Basic understanding of networking (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience with ticketing systems.
• Excellent communication and customer service skills.

Responsibilities

• Provide first-level IT support via phone, email, chat, and in person.
• Diagnose and troubleshoot hardware, software, network, and system issues.
• Install, configure, and maintain desktops, laptops, printers, and mobile devices.
• Manage user accounts (password resets, permissions, Active Directory updates).
• Support Microsoft 365 applications, VPN access, and enterprise tools.
• Document incidents and resolutions in the ticketing system.
• Escalate complex issues to Tier 2/3 support when necessary.
• Maintain IT inventory and asset tracking.
• Educate users on IT best practices and security awareness.

Skills

Windows OS

macOS

Customer service

Troubleshooting

Ticketing systems

Networking basics

Active Directory

Remote support tools

Education

Associate’s or Bachelor’s degree in IT or related field

Tools

Microsoft 365

Job description

We are seeking a customer-focused and technically skilled IT End-User Support Specialist to provide frontline technical support to internal users. The ideal candidate will troubleshoot hardware and software issues, resolve helpdesk tickets efficiently, and deliver exceptional customer service while maintaining professionalism and empathy.

Key Responsibilities

• Provide first-level IT support via phone, email, chat, and in person
• Diagnose and troubleshoot hardware, software, network, and system issues
• Install, configure, and maintain desktops, laptops, printers, and mobile devices
• Manage user accounts (password resets, permissions, Active Directory updates)
• Support Microsoft 365 applications, VPN access, and enterprise tools
• Document incidents and resolutions in the ticketing system
• Escalate complex issues to Tier 2/3 support when necessary
• Maintain IT inventory and asset tracking
• Educate users on IT best practices and security awareness

Required Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 1–3 years of IT helpdesk or desktop support experience
• Strong knowledge of Windows and/or macOS operating systems
• Basic understanding of networking (TCP/IP, DNS, DHCP, Wi-Fi)
• Experience with ticketing systems
• Excellent communication and customer service skills

Preferred Qualifications

• Experience with Active Directory and Microsoft 365
• Knowledge of remote support tools
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications
• Experience in a fast-paced corporate environment

Key Competencies

• Strong problem-solving skills
• Ability to multitask and prioritize
• Customer-first mindset
• Professional and positive attitude
• Team collaboration

What We Offer

• Competitive salary
• Health, dental, and vision benefits
• Paid time off
• Professional development opportunities
• Collaborative and supportive team environment