Help Desk Technician

Help Desk Technician

About Rhino Tool House

Our mission is to identify and deliver the world's most innovative industrial solutions. We provide superior service, local expertise, and a high degree of responsiveness to empower our customers to be more productive, build a better-quality product, and maintain a safe environment for their workers.

Position Summary

A help desk technician is the first point of contact for technology support across the organization. This role resolves user issues quickly and courteously, keeps employees productive, and escalates complex problems to the appropriate team. A help desk technician also supports the security and consistency of our systems by following established processes and documenting what they learn.

Job Duties & Responsibilities

User Support

• Serve as the first point of contact for employee technology requests and incidents by phone, email, chat, and in person.
• Diagnose and resolve hardware, software, network, and account issues for desktops, laptops, mobile devices, and printers.
• Provide account support including password resets, multi-factor authentication enrollment, and access requests.
• Escalate unresolved or complex issues to senior IT staff or vendors with clear, complete documentation.
• Follow up with users to confirm issues are fully resolved.

Technology Administration

• Set up, configure, and deploy new computers, mobile devices, and peripherals.
• Onboard and offboard users, including account creation, license assignment, and equipment handling.
• Assist with software installation, patching, and updates using our endpoint management tools.
• Maintain accurate hardware and software inventory records.
• Support conference rooms, collaboration tools, and audio/visual equipment.

Security & Compliance

• Follow IT security policies and procedures when handling accounts, devices, and data.
• Recognize and report suspected phishing, malware, and other security incidents promptly.
• Support security awareness efforts and help users practice safe computing.

Documentation & Process

• Log, track, and prioritize all requests in the ticketing system, keeping records current and accurate.
• Create and update knowledge base articles and how-to guides.
• Identify recurring issues and recommend improvements to reduce future support requests.

Collaboration & Communication

• Communicate clearly and patiently with users of all technical skill levels.
• Work with other IT team members and locations to share knowledge and coordinate support.
• Coordinate with external vendors and service providers as needed.

Knowledge, Skills and Abilities

• Strong customer service, teamwork, and communication skills
• Strong troubleshooting and problem-solving skills
• Working knowledge of the Windows operating system and common business applications
• Familiarity with Microsoft 365, Entra ID (Azure AD), Exchange Online, and Intune is preferred
• PowerShell scripting ability for Intune, including deploying scripts and remediations to managed devices
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi
• Experience with a ticketing or service management system is a plus
• Ability to lift up to 40 pounds and work at multiple company locations as needed

Competencies Required

• Delivers courteous, service-oriented support
• Prioritizes and manages multiple requests effectively
• Communicates clearly with both technical and non-technical audiences
• Learns new technologies and skills quickly
• Exercises good judgment and handles confidential information responsibly

Minimum Qualifications

• High school diploma or equivalent; an associate's degree or technical certification (such as CompTIA A+) in Information Technology or a related field is preferred
• A minimum of 1 year of experience in a help desk, desktop support, or similar IT role, or equivalent education
• Proof of eligibility to work in the U.S.

Compensation/Other Considerations

• Base salary as appropriate
• Health, 401k and other benefits
• Limited travel between locations