Help Desk Technician

(Level 2/3)

RK Main – Midland, TX 79707

Category: Information Technology

We are looking for a hands-on Level 2/3 Help Desk Technician to be a go-to technical resource for our entire organization. In this role you'll do a bit of everything — supporting users day to day, tackling the tougher problems that come your way, and owning our ticketing system end to end. You'll be the person who keeps support organized, responsive, and moving, while also digging into complex systems and network issues when they come up.

Primary Responsibilities

Serving as a hands-on point of support for users across the company, in person, over the phone and email.

Owning and administering the ticketing system — triaging, prioritizing, assigning, and tracking tickets from open to resolution

Resolving a wide range of hardware, software, network, and account issues, and escalating or researching the complex ones through to a fix

Performing root-cause analysis on recurring problems and implementing lasting solutions

Supporting and troubleshooting Windows Server, Active Directory, and Microsoft 365 / Entra ID, and other Microsoft Admin portals

Troubleshooting network connectivity (TCP/IP, DNS, DHCP, VPN, Wi-Fi) across corporate and field locations

Handling endpoint setup, imaging, patching, and device management (e.g., Intune/MDM)

Building and maintaining documentation, knowledge-base articles, and support procedures

Using scripting/automation (PowerShell or similar) where it helps reduce manual work

Tracking support trends through the ticket system and suggesting improvements to tools and processes

Experience with VoIP and router rollouts

Traveling to company locations as needed to service systems, hardware, and network

Equipment

What Makes This Role a Fit

To be successful in this role, you must be genuinely hands-on, comfortable owning problems from start to finish, and able to communicate clearly with both technical and non-technical users. You should be organized enough to keep a ticket queue running smoothly while still enjoying the technical, in-the-weeds work.

Requirements

3+ years of hands-on IT support experience across a range of users and issues

Experience owning or administering a ticketing/ITSM system

Working knowledge of Windows Server, Active Directory, and Microsoft 365 / Entra ID

Solid networking fundamentals (TCP/IP, DNS, DHCP, VPN) and multi-site troubleshooting ability

Comfort with endpoint deployment, Intune, Autopilot, and device management

Strong communication skills and a user-oriented, level-headed approach

Willingness to travel to locations to service systems, hardware, and network equipment

Preferred Qualifications

Associate's or Bachelor's degree in IT, Computer Science, or a related field

Scripting/automation experience (PowerShell, Python, or Bash)

AI experience Claude and Replit

Azure environment

Certifications such as CompTIA A+, Network+, Security+, or Microsoft (Azure/M365)

If you are interested in this position, please apply at rksupply.net/careers

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.