Corporate IT Support Technician

Key Responsibilities

• 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.

Required Qualifications

• 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.