What are the responsibilities and job description for the Information Technology Help Desk Technician position at SecurityRI.com?
In-Office Position | North Providence, RI
About SecurityRI
SecurityRI is Rhode Island's trusted provider of professional security guard services, AI surveillance systems, security trailers, and managed IT solutions. We're a locally owned company that values stability, growth, and taking care of our team. We're looking for an experienced IT professional who can make an immediate impact.
The Opportunity
We need a technically capable help desk technician who can hit the ground running. You'll be supporting our clients independently from day one, diagnosing and resolving real-world technical issues across diverse environments. This role requires proven hands-on experience - not just willingness to learn, but demonstrated ability to troubleshoot and resolve issues efficiently.
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, applications, and security infrastructure
- 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)
Expanding Responsibilities:
- Onsite client service as needed
- Additional technical projects based on expertise
Required Qualifications:
Technical Expertise-
- 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
What We Offer:
- Competitive compensation commensurate with experience
- 401(k) with company match - we invest in your future
- Performance-based bonuses tied to both individual achievement and company success
- Health insurance options
- Paid time off and holidays
- Professional development support for advanced certifications
- Stable, local company with long-term career advancement
- Modern tools and infrastructure
- Collaborative environment with experienced senior technicians
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.
Apply Today
If you're a skilled IT professional ready to put your technical abilities to work in a stable, growing company, we want to hear from you. Submit your resume detailing your relevant technical experience.
SecurityRI is an equal opportunity employer committed to building a diverse and inclusive workplace.