Helpdesk Technician

At RSUI, our Helpdesk is the first point of contact for technical support and troubleshooting – the team our employees count on when they need help getting back to work. We're looking for a Helpdesk Technician to join the team onsite in our Atlanta, Georgia office. In this role, you'll provide exceptional customer service and technical support across a variety of IT needs, while building a strong foundation in enterprise IT support and growing your skills across ticketing, endpoint management, security tools, and more.

It's an opportunity to make a real, visible impact while developing technical expertise to grow your career in IT.

Strong working relationships are a key component of RSUI’s team-oriented, high-performance culture. Our specialized area of industry focus requires real-time, in-person collaboration that fosters meaningful dialogue and strengthens professional connections. Team meetings, employee events, and other work obligations also often require an in-person presence.
This is an onsite position, working from our Atlanta, Georgia office five days per week. This role also provides after-hours support through an on-call rotation.

RSUI, a Berkshire Hathaway company, is proud to be recognized as a 2026 Axios Atlanta Top Workplace!Here, employees are motivated to do their best work, guided by strong core values of people, service, and integrity, supported by a great benefits package, and are set up to grow and develop their professional careers from day one.

Responsibilities:

• Work alongside a team of helpdesk technicians to ensure a high level of customer satisfaction by responding quickly to end-user desktop or mobile support requests, and provide efficient, professional, and friendly customer service.
• Monitor ITSM (Service Now) queue of incoming support requests and proactively handle issues based on workload distribution guidelines of the support team and its management.
• Install or assist users with the installation of hardware and peripheral system components.
• Modify, troubleshoot, and accomplish minor repairs of network hardware and software components, including hard drives, monitors, keyboards, printers, and other peripheral equipment.
• Provide accurate and detailed documentation of all problems, issues, service requests, and resolutions in the Service Now Ticketing system.
• Load specified software packages such as operating systems, word processing, spreadsheets or other programs.
• Escalate major hardware/software problems for correction to the appropriate IT team for further investigation, providing all necessary details for smooth handoff.
• Instruct users on the use of equipment, software and manuals.
• Follow up with customers as needed to ensure all problems are resolved.
• May perform other related tasks as assigned, depending on business need.

Qualifications:

• Bachelor’s degree preferred;
  Associate’s degree in a related field and/or equivalent business experience required.
• 2+ years of experience in a technical customer support role.
• Familiar with basic and intermediate troubleshooting techniques.
• Able to support Microsoft Office applications (Word/Excel/Outlook etc.)
• Experience with Service Now or a similar ITSM/ticketing platform.
• Working knowledge of Active Directory / Microsoft Entra  (password resets, account unlocks, group membership).
• Familiarity with endpoint/software deployment tools (Microsoft Intune, SCCM, or similar).
• Exposure to multi-factor authentication and password‑less sign‑in support (e.g., Windows Hello for Business) a plus.
• Ability to work both independently and as part of a collaborative team.
• Approachable demeanor and strong written and verbal communications skills.
• Superior attention to detail and accuracy.
• Aptitude for learning new skills quickly such as replacing…