IT Service Desk Technician

Our Information Technology team is growing here at rcs construction. We are on the lookout for an IT Service Desk Technician to join our team based in our Bedford office. If you’re looking to build your IT experience in a fun, collaborative and fast paced organization where your support makes a real impact, this could be the perfect opportunity for you!

As the first point of contact for IT support across rcs and its affiliated companies, you'll help employees stay connected, productive, and supported. In this role, you’ll respond to service requests, troubleshoot common technology issues, support employee onboarding and access needs, and ensure tickets are documented and escalated appropriately. Working closely with the Technology Manager, IT team members, and external partners, you’ll play an important role in keeping day-to-day technology operations running smoothly across multiple locations.

• Serve as the first point of contact for IT support, providing friendly and professional assistance to employees across multiple locations.
• Troubleshoot and resolve Tier 1 technical issues, including Microsoft 365, password resets, hardware, software, printer, and remote access support.
• Monitor, prioritize, and manage support tickets through the service desk platform, ensuring timely resolution and follow-up.
• Deliver remote technical support using tools such as Zendesk, ConnectWise, and Microsoft Teams.
• Escalate complex or high-priority issues to senior IT staff or external service providers as needed.
• Support employee onboarding and offboarding, including account creation, access management, and basic system setup.
• Assist with workstation deployment, device setup, and ensuring equipment is ready for new and existing employees.
• Maintain accurate documentation of support requests, troubleshooting activities, system access records, and IT inventory.
• Support routine access, licensing, and inventory updates to help maintain secure and efficient technology operations.
• Collaborate with employees, vendors, and IT partners to deliver responsive, customer-focused technology support.

• Post-secondary education in Information Technology, Computer Systems, Network Administration, or a related field; an equivalent combination of education, certifications, and experience will be considered.
• 1-2 years of experience providing technical support in a help desk, service desk, or customer-facing IT environment.
• Working knowledge of Microsoft 365, Windows environments, user account administration, remote support tools, and common workplace technologies.
• Strong troubleshooting, problem-solving, and organizational skills, with the ability to prioritize requests and manage multiple tasks effectively.
• Excellent communication and customer service skills, with the ability to explain technical concepts to users of varying technical abilities.
• Highly detail-oriented and able to work independently and collaboratively while maintaining accurate documentation and following established processes, privacy requirements, and security standards.
• Demonstrated alignment with rcs construction inc.'s core values of Accountability, Communication, and Teamwork (A.C.T.).