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Position Summary

The IT Support Technician provides frontline and escalated technical support to internal Red River users, including in-person, remote, and hybrid support services. This role serves as a primary point of contact for incident resolution, troubleshooting hardware and software issues, and ensuring timely, accurate ticket handling. The IT Support Technician works independently while collaborating closely with support, engineering teams, and leadership to deliver a high-quality support experience and continuously improve service delivery.

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 nontechnical 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 inoffice work based on business needs and team schedules.
• This role is primarily a deskbased 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 coworkers 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 fastpaced support environment while managing multiple active requests and communications simultaneously.