IT Support Technician

The IT Support Technician is the first point of contact for RedRock’s managed services clients. This role focuses on reactive help desk support, answering inbound requests, resolving common end-user issues, and ensuring every client interaction is handled professionally and thoroughly documented. Tier 1 exists to keep clients moving and to triage, resolve, or route everything that comes into the queue. The ideal candidate is a fast learner who takes pride in client service, stays organized under volume, and wants to build a career in MSP technology., * Serve as the first point of contact for inbound client support requests via phone, email, and ticketing system.

• Resolve end-user issues remotely within committed SLA timeframes, including password resets, MFA enrollment, account lockouts, new user setup, and on/offboarding in Active Directory and Microsoft 365.
• Triage and prioritize all incoming tickets accurately; escalate issues that exceed Tier 1 scope to Tier 2 engineers with complete notes and relevant context.
• Document all work in ConnectWise PSA with detailed ticket notes and accurate time entries on every interaction, no exception.
• Troubleshoot hardware, software, connectivity, and printing issues on Windows workstations and peripherals.
• Assist with basic Microsoft 365 tasks: shared mailboxes, distribution lists, Teams access, OneDrive issues, and license assignments.
• Monitor RMM alerts and respond to triggered notifications; communicate status to affected clients promptly.
• Assist with workstation imaging and basic configuration tasks.
• Maintain a professional, courteous tone in every client interaction; this role is the face of RedRock’s service delivery.
• Participate in on-call rotation (approximately one week primary, one week backup every three months).

Do you have a valid Driver’s License license?, Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * High school diploma or equivalent required.

• 1+ year of experience in a help desk, IT support, or customer-facing technical support role.
• Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Familiarity with Active Directory user management and basic networking concepts (DNS, DHCP, TCP/IP).
• Strong written and verbal communication skills; able to explain technical issues clearly to non-technical users.
• Organized and able to manage multiple open tickets simultaneously without losing track of commitments.
• Valid Michigan driver’s license and acceptable driving record.
• Must be able to pass a criminal and civil background check.
• Must be able to lift up to 50 lbs. unassisted.

PREFERRED QUALIFICATIONS

• Associate’s degree or higher in Information Technology or a related field.
• Prior experience in an MSP or multi-client support environment.
• Familiarity with ConnectWise Manage (ticketing/PSA) and IT Glue (documentation).
• Basic exposure to Microsoft Intune or endpoint management concepts.
• Experience with enterprise antivirus or EDR platforms.

CERTIFICATIONS

Preferred at time of hire:

• CompTIA A+
• CompTIA IT Fundamentals (ITF+), * IT Help Desk: 1 year (Required)

License/Certification:

• Drivers License (Required)

$50,000 - $75,000 a year - Permanent, Full-time, Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance