IT Desktop Support Technician

About the role

We are seeking a customer-service oriented Desktop Support Technician to join our dynamic internal IT Infrastructure team! This role provides responsive, hands-on technical support to employees across desktop hardware, Windows operating systems, business applications, peripherals, user accounts, and common network technologies. The ideal candidate combines practical troubleshooting skills with a service-first mindset, taking accountable ownership of issues from initial diagnosis through resolution or appropriate escalation while communicating clearly, protecting system security, and minimizing disruption to our employees.

Who Is RTO National? Please visit our website for additional information: https://www.rtonational.com/careers

Responsibilities

• Provide responsive first-level technical support for employee hardware, software, operating systems, business applications, user access, network connectivity, and other supported IT systems.
• Take accountable ownership of support requests by troubleshooting issues methodically, identifying appropriate solutions or workarounds, documenting progress, and escalating more complex incidents when necessary.
• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, peripherals, Windows operating systems, and supported applications with accuracy and attention to detail.
• Administer user, group, device, and access-related functions within Active Directory, Microsoft 365, and other supported systems accurately and securely.
• Troubleshoot LAN, wireless, VPN, and other connectivity issues using a logical, service-oriented approach that minimizes employee downtime.
• Apply security-conscious judgment when configuring systems, managing access, troubleshooting incidents, and completing day-to-day IT tasks and projects.
• Communicate with employees in a patient, respectful, and easy-to-understand manner, including during urgent, disruptive, or stressful technical situations.
• Proactively monitor supported systems, equipment, backup processes, support queues, and recurring issues to identify potential problems before they result in significant work interruptions.
• Manage competing support requests, routine responsibilities, and longer-term assignments by prioritizing work according to urgency, severity, and business impact while maintaining strong service levels.
• Maintain complete and timely documentation of support requests, troubleshooting activity, resolutions, equipment inventory, and other assigned IT records.
• Educate and guide employees on the effective and secure use of technology, helping reduce repeat issues and build user confidence.
• Collaborate with other IT team members on infrastructure support, technology deployments, upgrades, and special projects while demonstrating reliable follow-through and teamwork.

Qualifications

• An Associate degree or higher in a computer-related field is preferred.
• Previous hands-on experience in an IT help desk or desktop support role is required; 2+ years is preferred.
• Experience supporting a Microsoft Windows-based desktop and server environment is required.
• Working knowledge of basic Windows Server administration, Active Directory, Microsoft 365, DNS, DHCP, and networking is required.
• Practical experience troubleshooting common workstation, peripheral, LAN, wireless, and VPN issues is strongly preferred.
• CompTIA A+ and/or Network+ certification is preferred.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge is required for success in the role.
• Ability to perform hands-on desktop support in an office environment, including moving equipment, accessing workstations/cabling, using a step ladder when needed, and occasionally lifting or carrying up to 40 pounds.

Benefits

• Competitive pay
• Paid time off, company-paid holidays, and one floating holiday
• Medical, dental, and vision insurance
• Short- and long-term disability coverage
• Employer-paid life insurance
• Health Savings Account eligibility
• Employee Assistance Program
• 401(k) retirement plan with Safe Harbor employer matching
• An engaged leadership team

Pay

Salary: $20 - $25 per hour.