Introduction
RV Tech Enterprise IT is scaling rapidly across sites, cloud platforms, and a distributed workforce. As we grow, we are building a modern, reliable, and user-centric IT organization that enables employees to do their best work. We’re looking for a specialist to provide high-quality end-user support, ensure reliable day-to-day IT services, and contribute to operational excellence across our IT Support function.
Required Skills & Qualifications
- 2–4 years of experience in IT support, service desk, or end-user computing roles.
- Strong troubleshooting skills across Windows and macOS environments.
- Familiarity with identity and endpoint tools (e.g., Google Workspace, Okta/Azure AD, Intune, JAMF, VPN clients).
- Experience working in an ITSM tool such as ServiceNow or Jira Service Management.
- Strong customer service mindset with clear written and verbal communication.
- Prior work experience at client or in client's Industry
- Applicants must be able to work directly for Artech on W2
Preferred Skills & Qualifications
- Comfort supporting both onsite and remote users.
- Understanding of ITIL fundamentals (incident, request, escalation, knowledge management).
- A process-driven mindset and attention to detail.
Day-to-Day Responsibilities
- Provide end-user support for IT incidents and service requests (Tier 1 / Tier 2).
- Troubleshoot issues across laptops/desktops, mobile devices, conferencing systems, VPN, and core business applications.
- Support user account and access requests, in alignment with established policies.
- Manage onboarding/offboarding support activities, including device provisioning and access setup.
- Maintain accurate and complete documentation in the ITSM platform.
- Ensure strong customer communication with timely updates and follow-up until closure.
- Escalate issues to the appropriate resolver teams with clear troubleshooting context and impact.
- Support device lifecycle processes: deployment, inventory updates, refresh, and returns.
- Contribute to knowledge base documentation and self-service improvements.
- Identify recurring issues and suggest automation or process improvements to reduce ticket volume.
For immediate consideration please click APPLY to begin the screening process with Alex.