Corporate IT Support Technician

Redwood Software•Chantilly, VA

5d•Hybrid

About The Position

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.

Requirements

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
U.S. Citizenship Required

Nice To Haves

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.

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.