Corporate IT Support Technician

Red River Computer Co; Chantilly, Northern (VA, KY); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Red River is seeking an IT Support Technician to provide frontline and escalated technical support for internal users across remote, onsite, and hybrid environments.

You will troubleshoot hardware and software issues, manage user accounts via Active Directory and Microsoft 365, and document resolutions in the ticketing system while collaborating with engineering and leadership to improve service delivery.

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.

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.

Skills

Windows troubleshooting

Ticketing systems

Active Directory

Microsoft 365

Remote support tools

Customer service

Education

Associate degree in IT or equivalent

Tools

Ticketing system

Active Directory

Microsoft 365 Admin Center

Remote support tools

Job description

Position Summary

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

• 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 non‑technical 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 in‑office work based on business needs and team schedules. This role is primarily a desk‑based 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 co‑workers 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 fast‑paced support environment while managing multiple active requests and communications simultaneously.

Basic Qualifications

U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment.

You can review our benefit offerings here.

Equal Opportunity / Diversity Statement

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment.

Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact [e-mail].

PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in the job application process may contact [e-mail].

Company Culture

Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That’s what it means to Rock the Red. Are you ready? We work with purpose, looking to disrupt the status quo in meaningful ways. We act with integrity, showing respect for all and demonstrating our commitment to ethics We value collaboration and work as a team to accomplish goals We elevate creativity, and support curiosity to re‑imagine the use of technology We have a strong work ethic, and seek continuous improvement in all we do We embrace philanthropy, working together to drive positive change and lasting impact within communities around us.

Privacy Notice

Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as “Company”, “we”, “our” or “us”) may collect about you, how this information may be used by Company, your privacy rights and the Company’s obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA").

https://redriver.com/wp-content/uploads/2023/08/CPRA-Notice-to-Employees-updated30.pdf https://www.dol.gov/agencies/ofccp/posters