Remote IT Support Specialist - Windows / Mac Endpoints

Red River; Atlanta (GA); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Red River is seeking an IT Support Technician to provide frontline and escalated technical support for internal users across in-person, remote, and hybrid settings. You will resolve incidents, manage tickets, and collaborate with engineering teams to improve service delivery.

The role requires 1–3 years in help desk or desktop support, strong Windows know‑how, and experience with ITSM processes. On‑site and remote work are part of the schedule, with opportunities to engage in

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.
• 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.

Skills

Analytical skills

Customer service

Communication

Documentation

Multi-tasking

Independence

Education

Associate degree in IT or CS

Tools

Ticketing systems

Active Directory

Microsoft 365

Teams Rooms

VPN

A/V equipment

Job description

Red River is seeking an IT Support Technician to provide frontline and escalated technical support for internal users across in-person, remote, and hybrid settings. You will resolve incidents, manage tickets, and collaborate with engineering teams to improve service delivery.

The role requires 1–3 years in help desk or desktop support, strong Windows know‑how, and experience with ITSM processes. On‑site and remote work are part of the schedule, with opportunities to engage in