Computer User Support Specialist

Location: This role is remote within the USA. You must be legally authorized to work in the US. Chimes does not provide visa sponsorship.

Individuals participating in the AbilityOne Program are encouraged to apply. AbilityOne participation is not required.

Chimes will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

What youll do

• 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, and resolve requests within assigned authority; 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.

Customer Support/Service, Customer Support/Service, Customer Relations, Help Desk, Software Administration, Technical Support, Interviewing Skills, Online Chat, Peripheral Hardware, Privacy Controls, * High school diploma or equivalent required.

• Associate degree in information technology, computer science, or a related field preferred.
• Relevant technical certifications or equivalent documented training preferred.
• One (1) 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.
• Experience in government, regulated, or security-conscious environments preferred.
• Equivalent combinations of related education, training, and experience may be considered.

Degrees and certifications in computer science, data science, or related fields are preferred, but equivalent education and experience are welcome.

This is a remote position open to candidates in the United States. Base salary is determined by the candidate’s work location, along with skills, experience, and internal equity. The ranges below reflect the minimum and maximum base pay for each geographic tier:

• Tier 1 (Baltimore, MD, Washington, DC, and Northern Virginia): $40.11 - $51.41 per hour
• Tier 2 (New Castle, DE, and Dallas, TX): $33.55 - $40.56 per hour
• Tier 3 (Los Angeles, CA): $32.13 - $36.95 per hour
• Tier 4 (Orlando, FL): $28.73 - $33.04 per hour

If you’re unsure which tier applies to your location, your recruiter can confirm during the hiring process.

Why You’ll Love Working Here:

• Medical plan starting at $13.80/mo. The $6.90 is per pay period for the Minimum Value Health Plan.
• Employer-paid Life Insurance + AD&D
• Employer-provided Long-Term Disability coverage for financial protection
• 403(b) retirement plan with employer match
• 10 paid holidays + generous PTO
• Tickets at Work
• Employee referral bonuses and recognition programs
• Clear pathways for growth and advancement

Ready to Make Your Impact?

Join a team where your work truly matters-every single day.