IT Support Technician I

The IT Support Technician I is an entry-level technical support role responsible for frontline incident response, break/fix support, routine administrative support tasks, and hands-on participation in IT projects across assigned facilities. This position is designed to develop quickly into a fully independent support role through structured exposure to end-user support, technical systems, project work, and cross-site operational responsibilities.

The IT Support Technician I provides support for all user populations, including executive and VIP users, and is expected to deliver professional, timely, and well-documented service across a broad range of end-user technologies. While the role is developmental in nature, it is not limited to basic ticket intake. The position includes routine administrative actions within support-governed systems, standardized technical execution, and increasing ownership of incidents and project tasks as the employee gains proficiency.

This role is intentionally weighted toward incident response and break/fix work while also contributing to project execution, support readiness, and operational continuity across multiple facilities. The IT Support Technician I must be adaptable, customer-focused, coachable, and capable of growing rapidly into broader technical independence.

This position will be based in ourAustinoffice with travel two days a week to our Rockdale location.

What you’ll be doing

• Resolve frontline incidents, service requests, break/fix issues, and routine end-user technology needs across assigned facilities.
• Support hardware, software, endpoint, account-access, mobile-device, printing, conferencing, workstation, and device-setup needs for standard, operational, remote, executive, and VIP users.
• Diagnose routine to moderately complex technical issues using established procedures, knowledge resources, documentation, and team guidance.
• Document troubleshooting steps, user communications, actions taken, resolutions, and escalations accurately in the ticketing system.
• Perform routine administrative tasks, device provisioning, software installation, equipment swaps, asset tracking, inventory updates, and other support activities in accordance with approved procedures.
• Participate in IT projects, deployments, upgrades, refreshes, office moves, inventory efforts, device staging, and site-support initiatives.
• Collaborate with Level 2 technicians and IT support leads to deliver cross-site support, identify recurring issues, improve documentation, and strengthen support processes.
• Develop technical independence by applying coaching, building system knowledge, and demonstrating increasing ownership and reliability.

• High school diploma or GED required; associate’s degree in Information Technology or a related field is preferred.
• Zero to two years of IT support, technical support, service desk, field support, or related hands-on technology experience.
• Basic working knowledge of end-user devices, operating systems, productivity software, mobile devices, and common support practices.
• Demonstrated interest in technology, troubleshooting, and customer support.
• Strong communication, customer-service, organization, and documentation skills.
• Willingness and ability to learn quickly, accept coaching, and grow into a fully independent support role.
• Ability to perform routine administrative actions within support-governed systems in accordance with documented procedures and role-based permissions.
• Ability to support executive and VIP users with professionalism, discretion, and strong service orientation.
• Ability to travel between facilities and provide on-site support as needed., Administrative Skills, Asset Management, Coaching, Communication Skills, Customer Relations, Customer Service Systems, Customer Support/Service, Documentation, Executive Assistant Skills , Help Desk, High School Diploma, Identify Issues, Incentive Programs, Incident Response, Information Technology & Information Systems, Maintenance Services, Mobile Devices, On Site Support, Operating Systems, Operational Support, Organizational Skills, Procedure Development, Project Execution, Software Installation, Support Documentation, Technical Leadership, Technical Support, Time Management, Willing to Travel

• Competitive Salary: Base range (commensurate with experience) + bonus
• Long-Term Growth: Eligible to participate in Riot’s equity incentive programs and share in the success you help build.
• 401(k) Retirement Plan: Incudes a generous company match.
• Comprehensive Health Coverage: Multiple medical plan options, including 100% company-paid plans.
• Wellness & Lifestyle Perks: Enjoy free gym memberships, pet insurance, childcare discounts, and more to support your life both in and out of work.

Riot is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.