IT Help Desk

Position Summary

The IT Help Desk Specialist is the first point of contact for all technology-related support at Rhode way. This role delivers timely, professional, and effective technical assistance to employees, ensuring systems run smoothly and issues are resolved with care and precision. The ideal candidate is patient, detail-oriented, and driven by solving problems the right way.

Key Responsibilities

Serve as the primary contact for IT support requests via phone, email, ticketing system, and in person.
Diagnose, troubleshoot, and resolve hardware, software, network, and user-access issues.
Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
Manage user accounts, permissions, and security settings in accordance with company policies.
Escalate complex or unresolved issues to appropriate IT team members and vendors.
Document incidents, resolutions, and procedures clearly and accurately.
Support on-boarding and off-boarding by setting up and decommissioning user equipment and access.
Maintain inventory of IT assets and ensure proper tracking and lifecycle management.
Assist with system updates, patches, backups, and routine maintenance.
Promote best practices in cybersecurity and data protection.

Required Qualifications

Associate degree or equivalent experience in Information Technology or a related field.
1–3 years of experience in an IT help desk or technical support role.
Strong working knowledge of Windows and macOS operating systems.
Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
Excellent troubleshooting and problem-solving skills.
Clear, professional communication skills with both technical and non-technical users.

Preferred Qualifications

Industry certifications such as CompTIA A+, Network+, or Microsoft certifications.
Experience with ticketing systems and remote support tools.
Knowledge of cybersecurity fundamentals and endpoint protection.
Experience supporting a growing or multi-location organization.

Core Competencies
Customer-focused mindset
Strong attention to detail
Ability to prioritize and manage multiple tasks
Team-oriented with a collaborative approach
Discretion and integrity when handling sensitive information

What Success Looks Like at Rhode way

Issues are resolved efficiently and professionally.
Employees feel supported, heard, and confident in their technology.
Systems remain reliable, secure, and well-documented.
Continuous improvement in processes and user experience.

Rhode way is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees