Services Desk Technician

Join Rimkus and unlock your potential with endless opportunities for growth, learning, and making a difference!

Rimkus is a worldwide leader in Engineering and Technical Consulting. Rimkus experts specialize in building envelope, engineering, forensic consulting, dispute resolution, construction management services, and solutions built for the environment.

NOW IS THE TIME to join this growing and stable company!

The Services Desk Technician I provides frontline technical support to Rimkus employees across the organization. This position is responsible for responding to user requests, troubleshooting hardware and software issues, resolving common technical problems, and escalating more complex issues to the appropriate IT teams.

Duties and Responsibilities

• Provide first-level technical support to employees by phone, email, chat, and through the IT ticketing system.
• Troubleshoot and resolve common hardware, software, operating system, printing, and connectivity issues.
• Support Windows laptops, desktops, monitors, printers, mobile devices, and other IT equipment.
• Provide support for Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Assist users with password resets, account access, permissions, and basic Active Directory tasks.
• Troubleshoot VPN, Wi-Fi, network connectivity, and remote-access issues.
• Install, configure, update, and maintain computers, software, and peripheral equipment.
• Create, update, and maintain IT support tickets with accurate troubleshooting notes and resolution details.
• Escalate issues that cannot be resolved at Tier 1 to the appropriate Tier 2, infrastructure, security, or application support teams.
• Follow established IT support procedures, standards, and security policies.
• Assist with new employee onboarding, including computer setup, software installation, account access, and equipment preparation.
• Assist with employee offboarding by collecting equipment and following established account and access procedures.
• Maintain accurate IT asset and equipment records.
• Contribute to and maintain the IT knowledge base and support documentation.
• Participate in IT projects, technology implementations, equipment testing, software upgrades, and other departmental initiatives.
• Work collaboratively with other IT team members to identify recurring issues and improve service desk processes.
• Provide professional, timely, and customer-focused support to employees at all levels of the organization.
• Protect confidential company and employee information and follow IT security best practices.