IT Service Desk Pro: L1–L2 Support & Troubleshooting

Red Cup IT, Inc.; United States; On-site; USD 42,000 - 68,000; Full time

Job summary

Red Cup IT, Inc. is seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will be the first and second line of defense for technical issues, resolving many at first contact and escalating to senior engineers when needed.

The role involves provisioning devices, deploying OS updates, managing user access, and ensuring secure, reliable connectivity across the office. Strong problem solving and communication are essential.

Qualifications

• Experience with Windows 10/11, macOS, Linux environments.
• Familiarity with Microsoft 365, Google Workspace, AWS, Azure.
• Ability to document steps and explain concepts in plain English.

Responsibilities

• Act as first point of contact for issues via ticket, phone, chat, or walk-up.
• Troubleshoot issues at first touch and escalate when needed.
• Maintain hardware/software lifecycle, including imaging and device provisioning.
• Support network connectivity and basic router/switch issues.
• Create SOPs and knowledge base articles for IT team.

Skills

Windows/macOS/Linux experience

Communication skills

Customer support

Tools

Jira

HaloPSA

Remote Desktop

RMM tools

Active Directory

Okta

Job description

Red Cup IT, Inc. is seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will be the first and second line of defense for technical issues, resolving many at first contact and escalating to senior engineers when needed.

The role involves provisioning devices, deploying OS updates, managing user access, and ensuring secure, reliable connectivity across the office. Strong problem solving and communication are essential.