IT Support Technician

The retail industry continues to see unprecedented dynamics associated with the pivot to a true omni-channel shopping experience. Informed retailers are succeeding, and RD Holdings companies (Intrics & RetailData) are providing the consultation and critical data services to define, monitor and react to their ever-changing customer preferences and competitor advances. Every day retailers are making million-dollar decisions based on the insights we are providing. Combined, the companies have a 30+ year track-record providing retail data and intelligent solutions for virtually every major North American retailer.

About the Role:

We are seeking a proactive and skilled Support Technician who will be responsible for providing exceptional support related to Windows-based endpoint devices, security practices, and Microsoft Intune deployment. The ideal candidate should possess basic troubleshooting skills, a fundamental understanding of cybersecurity practices and remediation steps, ability to work directly with end users, and good adherence to SLA commitments.

What You'll Do:

 Technical Support & Troubleshooting: 

• Provide Tier 1 technical support for Windows OS environments, endpoint devices, and security issues.
• Diagnose and troubleshoot basic software and hardware issues on Windows workstations and laptops.
• Utilize remote support tools effectively to resolve user incidents promptly and efficiently.
• Support additional peripherals in the US office including printers, telecommunications, and other devices as needed.

 Microsoft Intune & Endpoint Management:

• Perform device enrollment and resolve compliance issues using Microsoft Intune.
• Escalate Intune management configuration issues to Tier 2 support as needed.
• Proactively monitor and remediate device security vulnerabilities identified through Intune dashboards and reports.

Security & Compliance:

• Ensure devices and applications meet organizational cybersecurity policies and compliance standards.
• Collaborate with the security team to enforce endpoint security measures, manage threat protection, and respond to security incidents.
• Follow-up with users to resolve issues and questions regarding cybersecurity findings.

SLA Management & Documentation:

• Adhere strictly to established SLAs, ensuring timely resolution and clear communication with end-users.
• Maintain accurate documentation, incident tracking, and knowledge base articles to enhance service quality.

Training & Knowledge Sharing:

• Educate end-users on cybersecurity best practices and corporate policies for secure device usage.

What You'll Need:

Education & Experience

• High School Diploma or Equivalent
• 1-3 years of experience in technical support, particularly within IT endpoint support and security domains.
• Proven experience troubleshooting Windows OS (Windows 10/11), Microsoft Intune, and related technologies.

Preferred Technical Skills

• Basic knowledge of cybersecurity principles, endpoint protection, antivirus software, and security patching processes.
• Basic experience with Microsoft Intune for Mobile Device Management (MDM), Mobile Application Management (MAM)
• Hands-on experience with Active Directory (AD), Azure AD, Exchange Online, Office 365 applications.
• Experience troubleshooting printers and other office peripherals. 

Soft Skills & Abilities

• Basic analytical and problem-solving skills.
• Strong verbal and written communication abilities.
• Ability to manage multiple tasks simultaneously and work efficiently under pressure.
• Strong customer service mindset with a patient and empathetic ability to work with non-technical users.

Certifications (Preferred but not mandatory):

• CompTIA A+
• Microsoft certifications (MD-100, MD-101, SC-200).

What You’ll Get:

• A competitive pay rate and a Comprehensive benefits package including medical, dental, vision, 401(k) with match, and more.
• An international and diverse work environment. 
• Opportunity to begin making immediate contributions to the organization.