Corporate IT Support Technician

• Respond to user-reported issues via phone, email, and remote support tools while following established processes.
• Provide technical support for hardware, software, connectivity, and productivity issues in remote, onsite, and hybrid environments.
• Troubleshoot and resolve desktop, laptop, application, and peripheral issues across Windows and macOS systems.
• Analyze user needs and recommend appropriate hardware and software solutions.
• Document incidents, troubleshooting activities, and resolutions accurately in the ticketing system.
• Own assigned support cases and keep users informed until issues are resolved.
• Escalate complex issues to engineering teams when needed and apply standard solutions where appropriate.
• Manage user accounts, including password resets, access issues, and basic Active Directory and Microsoft 365 administration.
• Support employee and contractor onboarding and offboarding, including device setup, account provisioning, access management, and asset recovery.
• Maintain endpoint patching to keep systems and applications current with security and IT standards.
• Troubleshoot wired, wireless, VPN, and remote connectivity issues and coordinate escalations when necessary.
• Support conference room and collaboration technologies, including Teams Rooms, video conferencing, A/V equipment, and meeting support.
• Manage endpoint lifecycle activities, including deployments, imaging, refreshes, inventory tracking, and hardware recovery.
• Identify recurring issues and recommend improvements to help desk processes and procedures.
• Identify opportunities to improve service delivery, automate repetitive tasks, enhance documentation, and reduce recurring support incidents.
• Maintain technical documentation and runbooks to reflect current systems and processes.
• Participate in training and certification programs to expand technical knowledge and capabilities.
• Stay current on emerging technologies, software updates, security changes, and supported platforms.
• Participate in after-hours and on-call support as required.
• Perform additional duties in support of IT operations and service objectives.

• Associate degree in Information Technology, Computer Science, or equivalent hands-on experience
• 1-3 years of experience in a help desk, desktop support, or technical support role
• Strong working knowledge of Windows operating systems; basic macOS support experience preferred
• Experience with ticketing systems and IT service management processes (incident, problem, and change management)
• Solid troubleshooting skills with hardware, software, and end user applications
• Excellent customer service, communication, and documentation skills
• Ability to manage multiple priorities in a fast-paced support environment

Preferred Qualifications

• CompTIA A+, Network+, or similar industry certifications
• Experience supporting Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Familiarity with Active Directory, Group Policy, and basic networking concepts
• Prior experience working within defined SLAs and compliance driven environments
• ITIL Foundation or exposure to ITIL based service management
• Familiarity with security, compliance, and regulated IT environments including access control, endpoint security, and data protection practices.

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills
• Ability to work independently while contributing effectively to a team environment
• Clear written and verbal communication with both technical and non-technical users
• Attention to detail with a focus on accuracy and process adherence
• Willingness to continuously learn and adapt to new technologies and tools

Work Environment & Physical Requirements

• This position may require a combination of remote and in-office work based on business needs and team schedules.
• This role is primarily a desk-based position and requires the ability to sit at a desk and work at a computer for multiple hours throughout the workday.
• Must be able to continuously communicate with co-workers and end users throughout the day, utilizing Red River-approved and/or provided communication tools and equipment, including chat platforms, ticketing systems, email, phone, and remote support tools.
• The position requires the ability to focus in a fast-paced support environment while managing multiple active requests and communications simultaneously.