Support Desk Technician

Job Description

Job Description

Position Summary

The Support Desk Technician is the first-line contact for River Run clients, responsible for receiving, logging, and resolving a high volume of Tier 1 incidents and service requests. The role focuses on delivering a professional client experience, accurate ticket handling, and timely resolution using established scripts, knowledge articles, and SOPs.

Key Responsibilities

• Answer and document client contacts (phone, email, portal), creating clear, well-categorized tickets in the ticketing system.
• Troubleshoot and resolve common issues (password resets, account access, printing, basic connectivity, standard application support) using documented procedures.
• Follow the ticket workflow, including prioritization, escalation, and closed-loop communication to support SLA and response targets.
• Maintain high-quality ticket notes and contribute to improvements in knowledge articles by flagging gaps.
• Participate in coaching, training, and process improvement activities as part of the Service Desk team.

Required Qualifications:

• 0–2 years of IT support or customer service experience.
• Basic understanding of Windows, M365, and common business applications.
• Familiarity with ticketing systems and remote support tools is preferred.
• Ability to type and document quickly and accurately while on calls.

Soft Skills:

• Excellent customer service and phone etiquette.
• Clear and concise verbal and written communication.
• Ability to follow structured processes consistently.
• Patience and empathy when working with users at different technical levels.
• Strong organization and time management in a high-volume queue.

Preferred Qualifications (Optional)

• Prior experience in a help desk/service desk environment.
• Experience with ConnectWise is a plus.

What We Offer

• Competitive base salary + variable incentives
• Health insurance, vision insurance, dental insurance, 401(k), short-term and long-term disability insurance, life insurance
• Opportunities for growth, community involvement, and continuing education

Disclaimers:

• This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
• River Run Computers is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected status under federal, state, or local laws.