IT Support Technician: Remote/Hybrid Ops for Windows & macOS

Red River; Virginia; Hybrid; USD 45,000 - 65,000; Full time

Job summary

Red River in the United States is seeking a customer-focused IT Help Desk Specialist to respond to user issues via phone, email, and remote tools. You will provide hardware, software, and connectivity support across Windows and macOS environments, managing tickets from intake to resolution.

The role emphasizes documentation, SLA adherence, and collaboration with engineering, with opportunities to grow through certifications.

Qualifications

• 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, change).
• 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.
• Provide technical support for hardware, software, connectivity in remote, onsite, and hybrid environments.
• Troubleshoot desktop, laptop, and peripheral issues across Windows and macOS.
• Document incidents, troubleshooting activities, and resolutions in the ticketing system.
• Own assigned support cases and keep users informed until resolved.
• Escalate complex issues to engineering teams when needed.

Skills

Help desk experience

Windows proficiency

macOS support

Ticketing systems

IT service management

Troubleshooting

Customer service

Documentation

Multitasking

Education

Associate degree in Information Technology or Computer Science or equivalent hands-on experience

Tools

Ticketing systems

Job description

Red River in the United States is seeking a customer-focused IT Help Desk Specialist to respond to user issues via phone, email, and remote tools. You will provide hardware, software, and connectivity support across Windows and macOS environments, managing tickets from intake to resolution.

The role emphasizes documentation, SLA adherence, and collaboration with engineering, with opportunities to grow through certifications.