Helpdesk/Support Technician

• Serve as a trusted technical resource for clients, providing clear, calm, and confident support for hardware, software, and system-related issues
• Respond to inbound support requests via phone, email, and remote tools with a sense of urgency and ownership
• Troubleshoot and resolve a wide range of user issues across desktops, laptops, peripherals, applications, and basic infrastructure
• Identify, prioritize, and solve problems effectively, knowing when to escalate and when to dig deeper
• Deliver polished, professional communication with clients and teammates at all times
• Document work thoroughly and accurately in our ticketing system to ensure proper resolution and follow-up
• Actively contribute to keeping client systems stable, secure, and running at peak performance

Do you have experience in Remote access software?, * Love helping people and genuinely care about delivering great service

• Bring a positive, can-do attitude and take pride in your work
• Communicate clearly and professionally, both verbally and in writing
• Have a strong foundation in IT fundamentals and common business technology tools
• Enjoy problem-solving, learning, and continuously improving your skills
• Are comfortable working independently and collaborating as part of a tight-knit team
• Take ownership, you don't pass the buck; you get it done

What You Know

Experience with the following is important:

• Troubleshooting Windows-based systems, common business applications, and peripherals
• Helpdesk ticketing systems and proper documentation practices
• Remote access and support tools
• Monitoring, basic networking concepts, and general IT infrastructure, Exceptional technical skills and IT knowledge
• Familiarity with different operating systems (like Windows, MacOS, Linux) and software
• Ability to troubleshoot hardware and software issues
• Excellent customer service skills
• Strong problem-solving skills and the ability to make decisions quickly
• Clear and effective communication skills, both written and verbal
• Familiarity with remote desktop applications and help desk software
• Ability to handle multiple issues simultaneously, with attention to detail
• Strong working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Understanding of IT service management and ITIL would be an asset
• High level of patience when dealing with difficult customer situations
• Continual learner, staying up to date with advancements in technology
• Good time management skills and ability to meet deadlines.
• A degree in Computer Science, Information Technology, or relevant field is a plus
• Relevant certifications such as CompTIA A+ could be desired or required.

We are a values-driven, growth-minded organization that takes excellence seriously and culture personally. At Red Box, you'll be part of a team that:

• Operates with Extreme Ownership, Gratitude, and WOW
• Invests in personal and professional growth
• Works hard, supports one another, and has fun doing meaningful work, Medical Insurance Paid Time Off Retirement Savings and Planning

At Red Box Business Solutions, we don't just fix problems-we serve, protect, and WOW our clients every single day. We're looking for a high-energy, service-oriented Helpdesk / Support Technician who loves technology, thrives on solving problems, and takes real pride in helping people work better. This is a front-line, client-facing role and a critical part of our mission to deliver exceptional experiences. You'll be the voice, mindset, and professionalism of Team Red Box when our clients need us most.