Computer User Support Specialist

Chimes • ,

6d • $29 - $51 • Remote

About The Position

Chimes is seeking a Computer User Support Specialist to provide secure, customer-focused technical assistance to end users across supported devices, applications, and workplace technology. This is a remote position open to candidates in the United States; applicants must be legally authorized to work in the US, and Chimes does not provide visa sponsorship. AbilityOne Program participation is encouraged but not required. Chimes provides reasonable accommodation for individuals with disabilities during the application and interview process, in performing essential job functions, and in receiving employment benefits and privileges.

The role supports users through approved service channels, provides Tier I and assigned Tier II assistance, troubleshoots and resolves incidents within assigned authority, and escalates complex issues. It also involves documenting support activity, maintaining devices and software, assisting with user and equipment lifecycle processes, and contributing to knowledge resources and service-quality requirements.

Base pay depends on work location, skills, experience, and internal equity. The stated hourly ranges are: Tier 1 (Baltimore, MD; Washington, DC; and Northern Virginia), $40.11–$51.41; Tier 2 (New Castle, DE, and Dallas, TX), $33.55–$40.56; Tier 3 (Los Angeles, CA), $32.13–$36.95; and Tier 4 (Orlando, FL), $28.73–$33.04.

Requirements

• High school diploma or equivalent.
• One or more years providing end-user, help desk, service desk, or desktop support.
• Experience using a ticketing or service-management system to document and track work.
• Working knowledge of common desktop operating systems, productivity applications, user accounts, peripherals, and basic network troubleshooting.
• Legally authorized to work in the United States.

Nice To Haves

• Associate degree in information technology, computer science, or a related field.
• Relevant technical certifications or equivalent documented training.
• Experience in government, regulated, or security-conscious environments.
• Degrees and certifications in computer science, data science, or related fields are preferred.
• Equivalent combinations of related education, training, and experience may be considered.

Responsibilities

• Receive, log, and track user requests through approved phone, email, portal, chat, or walk-up channels, and communicate status, next steps, and impacts clearly and respectfully.
• Provide Tier I and, when assigned, Tier II support for accounts, applications, endpoint devices, peripherals, and connectivity, verifying user identity and following approved access, privacy, and security procedures.
• Diagnose incidents, apply approved troubleshooting methods, resolve requests within assigned authority, and escalate complex issues to appropriate teams or vendors.
• Maintain complete tickets documenting symptoms, troubleshooting, actions, resolution, affected assets, and follow-up.
• Install, configure, image, or replace approved devices and software, and support onboarding, offboarding, access changes, deployment, and recovery.
• Maintain knowledge articles and quick-reference guides, share recurring-incident trends with supervisors, and meet service-level, quality, and security requirements while protecting government, customer, employee, and company information.

Benefits

• Medical plan starting at $13.80 per month; the $6.90 amount is per pay period for the Minimum Value Health Plan.
• Employer-paid life insurance and AD&D.
• Employer-provided long-term disability coverage.
• 403(b) retirement plan with employer match.
• 10 paid holidays and generous PTO.
• Tickets at Work.
• Employee referral bonuses and recognition programs.
• Clear pathways for growth and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED