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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - **Company:** Red Rock Information Security LLC - **Location:** Grand Rapids, MI, United States - **Salary:** $50,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Networking Basics, Microsoft SharePoint, TCP/IP, Peripherals, Microsoft InTune, Information Technology, User Administration, Comptia IT Fundamentals (ITF+) - **Published:** June 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=20616b2020da86c9 ## About the Role 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) ## Description 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). ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Developer Salary in The Netherlands [2023]](https://www.wearedevelopers.com/magazine/217-software-developer-salary-in-the-netherlands-2023)