Job Title:
Help Desk & Client Support Technician
Location:
Warwick, RI (Onsite Role, Local Candidates Only)
Job Type:
Full-Time
About Us:
Remington Computer Services is an established Managed Service Provider delivering enterprise-level IT solutions to small and mid-sized businesses throughout Southern New England.
Since 2010, we have built our reputation on responsive service, trusted client relationships, hands-on technical expertise, and operating as an extension of our clients’ businesses. Our services include managed IT, remote and onsite support, Microsoft 365, cybersecurity, backup and disaster recovery, networking, hardware deployment, vendor management, and technology consulting.
We believe excellent support requires more than technical ability. It requires ownership, communication, documentation, accountability, and consistent follow-through. We take pride in delivering fast, knowledgeable, and security-first IT support.
About the Role:
We are currently seeking a Help Desk & Client Support Technician to join our team and support our growing client base. The Help Desk & Client Support Technician provides remote and onsite technical support across Remington’s client environments. The position combines day-to-day service desk responsibilities with advanced troubleshooting, client communication, technical documentation, vendor coordination, and project support.
This is not a dedicated field technician position, however onsite work is a core function of the role and may account for up to 50% of the workweek depending on service demand and project schedules.
Candidates should be comfortable moving between remote support, office-based work, and client locations throughout Rhode Island, South-Eastern Massachusetts, and Connecticut.
Key Responsibilities:
- Provide responsive remote and onsite technical support across multiple client environments.
- Troubleshoot workstation, Microsoft 365, server, network, wireless, VPN, printer, peripheral, backup, and line-of-business application issues.
- Take ownership of assigned and escalated tickets through resolution or a complete, documented handoff.
- Install, configure, replace, relocate, and test computers, monitors, printers, phones, networking equipment, and related technology.
- Perform user setups, workstation deployments, equipment replacements, office moves, onsite discovery, and technology assessments.
- Coordinate technical cases with internet providers, software vendors, hardware manufacturers, and other third parties.
- Identify recurring technical issues and assist with determining root causes and preventive actions.
- Create and maintain client documentation, troubleshooting guides, standard procedures, and "How-To" articles.
- Maintain accurate ticket notes, time entries, configurations, statuses, and client communications within ConnectWise.
- Update the designated documentation platform following material changes or discoveries.
- Communicate progress, delays, findings, and next steps clearly to clients and internal team members.
- Assist developing technicians with troubleshooting, documentation, client communication, and escalation readiness.
- Support defined project activities, including equipment deployments, site preparation, testing, documentation, migrations, cutovers, and post-implementation support.
- Maintain accountability for tools, equipment, inventory, and client property used during onsite work.
Required Qualifications:
- 3-5 years of professional IT support experience.
- Experience independently resolving moderately complex technical issues.
- Excellent troubleshooting skills across desktop, cloud, and networking environments
- Strong communication skills and a client-first mindset
- Reliable transportation
- Self-motivated, and able to manage tasks independently
- Strong communication skills and a client-first mindset
Preferred Qualifications:
- MSP experience is preferred
- Industry Leading Certification(s)
- PowerShell scripting experience for automation and M365 administration
- Experience with firewall/router configuration and VPN setup
- Familiarity with Microsoft Endpoint Manager (Intune) or Defender for Office 365
- onsite work, and urgent client needs.
Technical Experience
Strong working knowledge of:
- Windows 10/11 and Windows Server
- Microsoft 365, Exchange Online, and Entra ID
- Active Directory and Group Policy
- DNS, DHCP, TCP/IP, VPNs, wireless, switches, routers, and firewalls
- Endpoint security, patching, remote access, and monitoring tools
- Backup and disaster recovery systems
- Workstation imaging and deployment
- Printers, scanners, mobile devices, and peripheral equipment
- Kaseya, Datto RMM, or comparable RMM platforms
- ConnectWise Manage, Autotask, or comparable PSA platforms
- IT Glue or similar documentation systems
Benefits:
- Health, Dental, and Vision Insurance
- Paid Time Off
- Flexible Scheduling
- Retirement Plan
- Professional Development Assistance
Education and Certifications
An associate or bachelor’s degree in Information Technology, Computer Science, Networking, Cybersecurity, or a related field is preferred
Equivalent MSP experience, technical training, and demonstrated capability will also be considered.
Relevant certifications are preferred, including:
- CompTIA A+, Network+, or Security+
- Microsoft 365 or Azure certifications
- Kaseya or Datto certifications
- ITIL Foundation
- Vendor-specific networking, firewall, backup, or security certifications
Work Location:
- Based in Warwick, RI
- Travel to client sites across RI, MA, and CT (w/ Mileage reimbursement)
Schedule:
- Monday to Friday (8-hour shifts)
- Participate in rotating emergency on-call (24/7) schedule
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
