IT Help Desk Technician II

This is a Level II help desk position with an excellent opportunity for the right candidate to advance their career in information technology. At RSN, we strive to promote from within our own team. From this position, you will have the opportunity to grow into other technical roles such as Systems Admin, Network or Systems Engineer, Software Engineer, Cybersecurity, or even Operational Management.

We are looking for candidates with a strong work ethic, excellent interpersonal skills, who are ready to learn and become part of a close team of IT professionals that leave their ego at the door. Strong attention to detail is a must for all positions. You will be exposed to IT best practices as well as bleeding-edge concepts and ideas in networking, enterprise voice systems, enterprise WiFi systems, Office 365, Azure, Active Directory, virtualization, scripting, Cybersecurity, and much more.

There is no shortage of things to learn, classes to take, and plenty of opportunities for the right candidate.

Our ideal candidate will also have experience with low-voltage work. Although you will not be pulling wire, you must know how to terminate CAT5/6. You will also need to know how to tone out multiple 66 blocks and punch down 66/110 blocks.

This position will be based in our office, with some travel to customer locations to install Phone Systems, enterprise Wi‑Fi, Network equipment, Computers, and other equipment.

• Learn/Interact with our Helpdesk systems, Endpoint Management Tools, and Documentation system.
• Receive systems from customers that might need minor hardware repair and re‑imaging.
• Take support calls and call center escalations.
• Troubleshoot workstation and laptop operating systems (Windows 10/11).
• Troubleshoot Microsoft Office apps.
• Work with the acquisition team, as applicable, during the onboarding of new customers and locations.
• Phone System Installation and Troubleshooting
• AD and M365 User/Mailbox Administration
• Have a lot of patience to work with customers remotely who do not understand computers.

• High school diploma or GED
• Demonstrated knowledge of all Windows Desktop Operating systems, Microsoft Applications/Office, Windows Server, and security practices.
• Minimum 3-5 years’ experience as an IT help desk technician, or equivalent demonstrated skill levels.
• Hands‑on troubleshooting experience with Windows 10 & 11, MS Office, etc.
• Knowledge of basic network protocols and LAN/WAN environments, including routing, switching, VPN, and physical wiring infrastructure.
• Strong PC and troubleshooting skills
• Strong knowledge of Physical Network Connectivity, hardware, PCs, Laptops, Network Cards, and RAM
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills
• Ability to work with peers in a team effort
• Demonstrated ability to manage multiple priorities and deadlines
• A well‑organized and self‑directed individual who is able to work with a minimal amount of supervision
• Capability to efficiently complete tasks in a fast‑paced environment
• Ability to self‑start and be versatile in a dynamic environment
• Ability to work extended hours, weekends, and holidays in accordance with industry demands
• Ability to work a rotating on‑call shift

• CompTIA A+
• Microsoft MS100 and/or MS101

Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, as well as traveling to customer locations nationally. Typical modes of transportation for travel include an automobile and a plane.

Ability to sit or stand for prolonged periods of time, work in confined spaces (i.e., wiring closet or physically connecting PC equipment on or under desks), lift up to 50 lbs, and climb a ladder.

Pre-employment drug screening and background checks are required. The company offers a competitive salary and benefits package. EOE. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability or veteran status.