Atlassian JIRA, Automation, Cloud Computing, Customer Support/Service, Detail Oriented, Documentation, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Knowledge Base, Knowledge Management, Mac Operating System, Maintenance Services, Microsoft Windows Azure, Microsoft Windows System Administration, Onboarding, Policy Development, Presentation/Verbal Skills, Process Improvement, ServiceNow, Technical Support, VPN (Virtual Private Network)
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 an IT Support 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.
- 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.
- 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.