Helpdesk/Support Technician

Phenomenal People. Proven Solutions. Outstanding Results. At Red Box Business Solutions , we don't just fix problems—we serve, protect, and WOW our clients every single day. We're looking for a high-energy, service-oriented Helpdesk / Support Technician who loves technology, thrives on solving problems, and takes real pride in helping people work better. This is a front-line, client-facing role and a critical part of our mission to deliver exceptional experiences . You'll be the voice, mindset, and professionalism of Team Red Box when our clients need us most. What You'll Do As a key member of our support team, you'll: Serve as a trusted technical resource for clients, providing clear, calm, and confident support for hardware, software, and system-related issues Respond to inbound support requests via phone, email, and remote tools with a sense of urgency and ownership Troubleshoot and resolve a wide range of user issues across desktops, laptops, peripherals, applications, and basic infrastructure Identify, prioritize, and solve problems effectively, knowing when to escalate and when to dig deeper Deliver polished, professional communication with clients and teammates at all times Document work thoroughly and accurately in our ticketing system to ensure proper resolution and follow-up Actively contribute to keeping client systems stable, secure, and running at peak performance Who You Are You'll thrive at Red Box if you: Love helping people and genuinely care about delivering great service Bring a positive, can-do attitude and take pride in your work Communicate clearly and professionally, both verbally and in writing Have a strong foundation in IT fundamentals and common business technology tools Enjoy problem-solving, learning, and continuously improving your skills Are comfortable working independently and collaborating as part of a tight-knit team Take ownership, you don't pass the buck; you get it done What You Know Experience with the following is important: Troubleshooting Windows-based systems, common business applications, and peripherals Helpdesk ticketing systems and proper documentation practices Remote access and support tools Monitoring, basic networking concepts, and general IT infrastructure (We care far more about mindset, service orientation, and coachability than rigid "

L1/L2/L3

" labels.) Why Red Box? We are a values-driven, growth-minded organization that takes excellence seriously and culture personally. At Red Box, you'll be part of a team that: Operates with Extreme Ownership, Gratitude, and WOW Invests in personal and professional growth Works hard, supports one another, and has fun doing meaningful work If you're the kind of person who wants to be proud of the service you deliver and the team you belong to, you'll feel right at home here Exceptional technical skills and IT knowledge Familiarity with different operating systems (like Windows, MacOS, Linux) and software Ability to troubleshoot hardware and software issues Excellent customer service skills Strong problem-solving skills and the ability to make decisions quickly Clear and effective communication skills, both written and verbal Familiarity with remote desktop applications and help desk software Ability to handle multiple issues simultaneously, with attention to detail Strong working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions Understanding of IT service management and ITIL would be an asset High level of patience when dealing with difficult customer situations Continual learner, staying up to date with advancements in technology Good time management skills and ability to meet deadlines. A degree in Computer Science, Information Technology, or relevant field is a plus Relevant certifications such as CompTIA A+ could be desired or required. Medical Insurance Paid Time Off Retirement Savings and Planning