IT Help Desk Technician

The Position

We’re seeking an experienced IT Help Desk Technician to support our security technology infrastructure and service our legacy managed IT clients. This role requires proven hands-on technical expertise and the ability to work independently from day one.

This is an in-office position at our North Providence headquarters.

What You’ll Do

Client Support & Service Delivery

• Independently diagnose and resolve technical issues across workstations, servers, networks, and applications
• Respond promptly to support requests via phone and ticketing system
• Provide expert guidance to clients on technical problems and solutions
• Recommend and implement appropriate upgrades, modifications, and best practices

Technical Operations

• Manage complex ticket queues with minimal supervision
• Troubleshoot hardware, software, network connectivity, and security issues
• Perform workstation, server, and network maintenance and administration
• Document technical solutions and maintain accurate knowledge base
• Escalate appropriately while maintaining ownership of resolution

Team Collaboration

• Collaborate with senior technicians on complex escalations
• Participate in quarterly client reviews and technical planning
• Contribute expertise to team problem-solving sessions
• Participate in rotating after-hours support schedule (mandatory)

Requirements

Technical Expertise (Non-Negotiable)

• 2+ years hands-on IT help desk or support experience
• Strong working knowledge of Windows 10/11 and Windows Server environments
• Proven ability to troubleshoot network connectivity, DNS, DHCP issues
• Experience with Active Directory user/group management
• Solid understanding of TCP/IP networking fundamentals
• Hands-on experience with common business applications (Office 365, email systems)
• Practical knowledge of firewalls and basic security concepts
• Demonstrated experience with ticketing systems and documentation

Essential Skills

• Independent problem-solver who can work without constant supervision
• Excellent customer service skills with professional client-facing demeanor
• Strong diagnostic and analytical thinking
• Ability to prioritize and manage multiple urgent issues simultaneously
• Clear technical communication for both technical and non-technical audiences
• Self-directed with strong time management skills

Preferred Experience

• CompTIA A+, Network+, or Security+ certification
• Experience with RMM (Remote Monitoring & Management) tools
• Familiarity with backup solutions and disaster recovery
• Basic scripting or automation experience
• MSP (Managed Service Provider) environment experience

Why Join SecurityRI?

We’re an established Rhode Island business offering the stability and benefits of a mature company with opportunities for technical growth. You’ll work with diverse client environments, challenging technical scenarios, and a team that respects your expertise. Unlike large corporate IT firms, your contributions directly impact client satisfaction and company success.