Remote Customer Facing IT End-user Support WFH

Qode; United States; Remote; USD 52,000 - 70,000; Full time

Benefits offered by this job

Benefits: health/vision/dental

Paid time off

Professional development

Collaborative team environment

Job summary

Qode is seeking a customer-focused IT End-User Support Specialist to provide frontline technical support for internal users. You will troubleshoot hardware and software issues, assist with account management, and help secure the workplace through IT best practices.

The role covers communications across phone, email, chat, and in-person channels, with opportunities to grow in a fast-paced corporate environment. A collaborative team and competitive benefits are offered.

Qualifications

• Bachelor’s or Associate’s degree in IT, CS, or related field, or equivalent experience.
• 1–3 years of IT helpdesk or desktop support.
• Strong knowledge of Windows and/or macOS.
• Basic networking knowledge (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

Communication

Customer service

Problem solving

Multitasking

Teamwork

Education

IT/CS degree

Tools

Active Directory

Microsoft 365

Ticketing systems

Remote support tools

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