IT Help Desk Technician II

RSN Technologies is hiring an IT Help Desk Technician II to support customers in Folsom, CA through endpoint management, troubleshooting, and installations. This onsite role focuses on resolving day-to-day technology issues while handling escalations, assisting with onboarding, and contributing to network and phone system support for client environments.

You will work at a level that combines hands-on support with administration across Microsoft and identity platforms, including Office 365 and Azure-linked services. The position also includes periodic travel for installs and equipment work at customer locations, along with remote support for users who need patience and clear communication.

What You’ll Do

• Use Helpdesk systems, endpoint management tools, and the documentation system to support customer requests.
• Receive customer equipment that may need minor hardware repair and re-imaging.
• Handle support calls and assist with call center escalations.
• Troubleshoot Windows 10 and Windows 11 workstation and laptop operating issues.
• Troubleshoot Microsoft Office applications.
• Support acquisition onboarding activities for new customers and locations when applicable.
• Perform network troubleshooting and mobile device management tasks.
• Support phone system installation and troubleshooting.
• Assist with AD and Microsoft 365 user and mailbox administration.
• Provide remote technical support with a focus on patience for customers who do not understand computers.

Required Qualifications

• High school diploma or GED.
• Demonstrated knowledge of Windows desktop operating systems, Microsoft applications and Office, Windows Server, and security practices.
• Minimum 3 to 5 years experience as an IT help desk technician, or equivalent demonstrated skills.
• Hands-on troubleshooting experience with Windows 10 and Windows 11 and MS Office.
• Knowledge of basic network protocols and LAN/WAN environments, including routing, switching, VPN, and physical wiring infrastructure.
• Strong PC troubleshooting skills.
• Strong knowledge of physical network connectivity, hardware, PCs, laptops, network cards, and RAM.
• Strong communication skills and the ability to relate to people across different levels of an organization.
• Ability to work with peers in a team effort and manage multiple priorities and deadlines.
• Well-organized, self-directed, and capable of working with minimal supervision.
• Ability to work efficiently in a fast-paced environment and self-start in a dynamic setting.
• Ability to work extended hours, weekends, and holidays as needed based on industry demands.
• Ability to work a rotating on-call shift.
• Low voltage experience.
• Know how to terminate CAT5/6 (even if you will not be pulling wire).
• Ability to tone out multiple 66 blocks and punch down 66/110 blocks.
• Ability to sit or stand for prolonged periods, work in confined spaces such as wiring closets, lift up to 50 lbs, and climb a ladder.

Technologies You’ll Work With

• Windows 10, Windows 11
• Microsoft Office, Office 365
• Azure, Active Directory
• Windows Server
• Mobile Device Management
• Virtualization, Scripting
• Cybersecurity
• LAN/WAN, VPN, Routing, Switching
• CAT5/6, 66 blocks, 66/110 blocks

Travel and Work Environment

• Primarily onsite from the office, with some travel to customer locations for phone system installs, enterprise WiFi, network equipment, computers, and other equipment.
• Travel typically uses an automobile and plane.
• Work includes a typical office environment plus national travel to customer locations.

Benefits

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Preferred Qualifications

• CompTIA A+
• Cisco CCNA
• Microsoft MS100 and/or MS101

Role Details

• Location: Folsom, CA (onsite)
• Job type: Full-time
• Schedule: 8 hour shift, weekdays, on-call rotating
• Work location: In person
• Pay: $55,000 - $65,000 DOE (annual)