Technical Support Technician

Rex Moore Group, Inc. is seeking a Technical Support Technician to support day-to-day IT operations in an onsite role in Reno, NV. In this hands-on position, you will provide L1 and L2 assistance for Windows end-user environments while also helping with Active Directory, Windows Server-related support tasks, and core networking troubleshooting.

You will work under the guidance of the IT Support Lead, using ITSM tools to manage tickets and ensure incidents and access issues are handled in a controlled, documented way. The role also includes maintaining secure, stable desktop and laptop systems and contributing to ongoing Windows environment optimization efforts.

What you’ll do

• Provide L1/L2 support for Windows 10 and Windows 11 workstations, including setup, configuration, and troubleshooting
• Support and manage Active Directory (AD), including user accounts, group policies, and access permissions
• Assist with Windows Server 2019 and newer environments, including authentication, security policies, and directory services
• Troubleshoot network-related issues involving DNS, DHCP, VPN connectivity, file shares, and remote access
• Support Microsoft Office 365 applications and ensure proper integration with the Windows environment
• Monitor and maintain user access controls to support compliance with IT security policies
• Perform device imaging, software installations, and system updates in coordination with IT leadership
• Maintain Windows-based desktop and laptop environments to support performance and stability
• Use ITSM tools such as ServiceNow or ManageEngine for ticket tracking and support request management
• Assist with patch management to ensure timely operating system and software security updates
• Work with IT leadership to troubleshoot Windows domain-related issues, including login failures and security policies
• Document network configurations, user access procedures, and troubleshooting guides
• Assist in creating and maintaining technical documentation, SOPs, and troubleshooting guides
• Identify recurring issues and escalate them to the IT Support Lead for further analysis
• Provide feedback on IT processes to support improvements in system performance and end-user experience
• Participate in IT projects related to Windows environment optimization, AD restructuring, and automation initiatives

What you bring

• Strong understanding of Windows 10 and Windows 11 workstation environments
• Hands-on experience managing Active Directory (AD) users and groups
• Knowledge of Windows Server 2019+, including security policies and access controls
• Basic networking knowledge including DNS, DHCP, VPNs, and authentication protocols
• Experience using ITSM ticketing tools such as ServiceNow or ManageEngine
• Familiarity with PowerShell scripting for basic administrative tasks
• Strong troubleshooting and analytical skills for Windows-related and network issues
• Excellent communication and customer service skills for professional user support
• Ability to prioritize effectively while balancing multiple technical support requests
• Strong attention to detail, especially for AD management and security enforcement
• Ability to work independently while following established IT processes and best practices
• Comfort working in an enterprise Windows environment with a focus on domain security and compliance
• Ability to learn and adapt to new technologies and infrastructure changes
• 2+ years of IT support experience in a Windows networking environment
• Associate degree in IT, Computer Science, or a related field (or equivalent work experience)

Technologies you’ll work with

• Windows 10, Windows 11
• Active Directory (AD)
• Windows Server 2019
• Microsoft Office 365
• DNS, DHCP, VPN
• File shares
• ServiceNow, ManageEngine
• PowerShell

Compensation and location

• Location: Reno, NV (onsite)
• Pay: USD 21 - 30 per hour
• Experience level: 2 years minimum

Reporting and environment

• Reports to: Information Technology Director
• Department: Information Technology Department
• Work environment: Office environment; may be required to travel to other office locations

Benefits

• Health Benefits
• 401(k) with Company Match
• Life and Disability Benefits
• Paid Holidays & Paid time off
• Access to multiple types of training
• Opportunities for Self-development and Career Progression
• Wellness Benefits & Employee Assistance Program
• Family Leave (Maternity, Paternity)
• Tuition Reimbursement Program
• Apprenticeship Program

Certifications (preferred)

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA Network+
• Microsoft Certified: Windows Server Hybrid Administrator Associate
• ITIL Foundation

Physical requirements

• Ability to verbally communicate and convey detailed instructions and information
• Ability to hear with or without correction to receive and interpret detailed information
• Ability to sit at a desk work station for long periods of time
• Ability to push, pull, lift, and carry at least 10 pounds; occasionally lift or move up to 35 pounds
• Occasionally required to walk and stand for short and long periods of time
• Ability to use visual acuity with or without correction to read documents, analyze data, view a computer monitor, and proof-read materials
• Ability to use fingers and hands to type and handle, feel, and reach
• May occasionally be required to stoop, kneel, and crouch