Customer Facing IT End-user Support Specialist

We are seeking a Customer Facing IT End-user Support Specialist to join our customer-focused team in Ontario, Oregon. In this role, you'll be the first point of contact for our users experiencing technical issues, providing timely and effective support across our IT infrastructure. You'll work directly with staff and stakeholders to resolve problems, answer questions, and ensure smooth day-to-day operations of our technology systems. This is a hands-on position where your communication skills and technical knowledge directly impact customer satisfaction and productivity.

• Respond to support tickets and phone calls from end-users, documenting issues and working toward resolution in a timely manner
• Troubleshoot hardware and software problems, including computer setup, printer connectivity, email configuration, and application access
• Walk users through step-by-step solutions, adjusting your explanations based on their technical knowledge level
• Escalate complex issues to senior technical staff or vendors when necessary, providing clear context and documentation
• Create and maintain a knowledge base of common issues and solutions to help resolve recurring problems faster
• Assist with onboarding new employees by setting up computers, accounts, and software access
• Monitor ticket queues and prioritize requests based on urgency and impact to business operations
• Perform routine maintenance tasks such as software updates, password resets, and account provisioning
• Communicate status updates to users and follow up on resolved tickets to ensure satisfaction
• Maintain confidentiality and security when handling sensitive user information and systems

• 2+ years of experience providing IT support to end-users in a business environment
• Strong troubleshooting skills with hands-on experience supporting Windows and/or macOS operating systems
• Ability to explain technical concepts to non-technical users in clear, patient language
• Experience with ticketing systems and help desk software
• Working knowledge of networking basics, email systems, and common business applications
• Excellent communication skills, both written and verbal
• Ability to manage multiple support requests and work independently
• High school diploma or equivalent; IT certification (CompTIA A+, Microsoft Certified, or similar) preferred
• Reliable transportation and ability to work on-site in Ontario, Oregon

• Experience with cloud services such as Microsoft 365 or Google Workspace
• Familiarity with mobile device support (iOS/Android)
• Experience with remote support tools and remote desktop software
• Previous experience in a customer-service focused role
• Knowledge of basic cybersecurity practices and password management systems

• Health, dental, and vision insurance
• 401(k) retirement plan with company contribution
• Paid time off including vacation and sick leave
• Professional development opportunities and IT training support
• Collaborative work environment within a growing international organization