The IT Help Desk Specialist position at Riverside Technologies Inc provides on-site technical assistance to customers, with a focus on diagnosing and resolving issues across printer systems, computer systems, software, and hardware. The role also supports LAN/WAN troubleshooting, user enablement, and ongoing system monitoring through management tools and a ticketing workflow.
On-Site Support and Troubleshooting
Provide on-site help for incoming customer questions and technical issues related to printer systems, computer systems, software, and hardware. Diagnose problems by running diagnostic programs, asking targeted questions to determine the nature of each issue, and then working through resolution steps.
User Training and System Maintenance
Train computer users on basic usage of computer systems. Maintain daily performance of computer systems and support ongoing reliability through regular maintenance and troubleshooting activities.
Hardware, Software, and Server Support
Install, modify, clean up, and repair computer hardware and software, including workstations and servers. Support updates and changes that improve system stability and usability for client environments.
Networking and Technical Issue Resolution
Resolve technical problems involving Local Area Networks (LAN), Wide Area Networks (WAN), and other related systems. Address issues that impact connectivity, performance, and overall system operation.
Customer Communication Channels
Respond to customer questions for support via email, in person, or over the phone. Maintain clear communication while assisting customers through technical guidance and issue resolution.
Ticketing and Systems Management Tools
Use systems management tools to monitor events, manage the ticket system, and help ensure clients’ environments are running optimally.
Additional Duties
Perform other related duties as assigned to support customer needs and team operations.
Required Qualifications
- Regular, reliable attendance
- Availability for varying shifts based on customers’ needs
- Exceptional driving record with a valid driver’s license; driving a company vehicle is part of the role
- Ability to travel when required
- Excellent customer service skills
- Strong verbal communication and problem-solving skills
- Ability to work efficiently within a team
- Ability to lift 60 lbs. and knowledge of proper lifting technique
- Ability to pass drug screening and background check
Preferred Qualifications
- A+, Network+, and Security+ certifications (preferred, not required)
- 1-year experience in a similar role (preferred, not required)
- Bilingual (a plus)
Compensation and Location
- Location: Pierre, SD (onsite)
- Salary: USD 18 - 25 per hour
Benefits
- 401(k) with match
- Medical
- Dental
- Vision
- Paid holidays
- Generous PTO plan
Work Environment
- PASSION: A passionate work environment focused on finding unique, creative solutions to customer challenges.
- CREATIVITY: A creative environment with creative people.
- TEAMWORK: A team-centric environment that emphasizes working with others to reach a common goal.
