IT Service Desk I/Help Desk I

Description

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented IT Service Desk I/Help Desk I to join our team.  

As a IT Service Desk I/Help Desk I, you serve as a primary point of contact for clients seeking technical support. This role blends strong customer service with foundational technical skills to deliver timely, accurate, and professional assistance across a variety of technologies. You play a key role in supporting client operations, meeting service-level commitments, and collaborating with internal teams to resolve issues effectively.  

This position is designed as growth-oriented role, with opportunities to expand technical depth, ownership, and client responsibility at higher levels or within client-specific environments.  

Position is Contingent on Award of Contract Late August/Sept Start 

Responsibilities

• Serve as the first point of contact for technical support requests 
• Provide support through phone, chat, ticketing systems, remote desktop tools, and onsite visits when necessary 
• Troubleshoot laptops, desktops, Macs, printers, mobile devices, peripherals, and common business applications 
• Support Windows, macOS, iOS, and Android environments 
• Support Microsoft 365 applications and services, including Office 365, SharePoint, and Exchange Online 
• Perform Active Directory user and account administration 
• Troubleshoot VPN and remote-access technologies such as Cisco AnyConnect and RSA SecurID 
• Assist users with software installation, configuration, and usage 
• Support mobile device management platforms such as JAMF, Apple Business Manager, Workspace ONE, and Intune 
• Document, update, and maintain support tickets and knowledge-base documentation 
• Meet established service-level and quality standards 
• Escalate more complex issues when appropriate 
• Communicate clearly and professionally with technical and non-technical users, including executive-level staff 

Requirements

Required Experience

• 3+ years of experience in an IT call center, service desk, or similar technical support environment 
• 3+ years supporting: Active Directory/Microsoft Windows/Microsoft 365 / Office 365/ iOS and Android devices/SharePoint and Exchange Online 
• 1+ year supporting macOS 
• 1+ year supporting remote-access and VPN technologies 
• Experience troubleshooting PCs, Macs, mobile devices, printers, peripherals, and COTS software 
• Experience with MDM tools such as JAMF, Apple Business Manager, Workspace ONE, or Intune 
• Foundational understanding of networking concepts including TCP/IP, IP addressing,DHCP, and DNS 
• Strong customer service and communication skills 
• Ability to work effectively in a fast-paced, high-volume support environment 

Preferred Qualifications

• MSP experience 
• CompTIA A+ or other relevant IT certification 
• ITIL  Foundation certification 
• Microsoft 365 certification 
• Associate or bachelor's degree in IT or a related field 

Additional Requirements

U.S. citizenship is preferred; other work authorization may be considered. Candidates must be able to successfully complete a U.S. Capitol Police background check and badging process before beginning work.

Why join our winning team?

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k)  with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work-life balance.
• We offer many remote opportunities, allowing you to work wherever you want.
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
• The opportunity to be a part of an amazing team.

Position is Contingent on Award of Contract Late August/Sept Start 

R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.