Helpdesk Technician

At RSUI, our Helpdesk is the first point of contact for technical support and troubleshooting – the team our employees count on when they need help getting back to work. We're looking for a Helpdesk Technician to join the team onsite in our Atlanta, Georgia office. In this role, you'll provide exceptional customer service and technical support across a variety of IT needs, while building a strong foundation in enterprise IT support and growing your skills across ticketing, endpoint management, security tools, and more. It's an opportunity to make a real, visible impact while developing technical expertise to grow your career in IT.

Strong working relationships are a key component of RSUI’s team-oriented, high-performance culture. Our specialized area of industry focus requires real-time, in-person collaboration that fosters meaningful dialogue and strengthens professional connections. Team meetings, employee events, and other work obligations also often require an in-person presence. This is an onsite position, working from our Atlanta, Georgia office five days per week. This role also provides after-hours support through an on-call rotation. 

RSUI, a Berkshire Hathaway company, is proud to be recognized as a 2026 Axios Atlanta Top Workplace! Here, employees are motivated to do their best work, guided by strong core values of people, service, and integrity, supported by a great benefits package, and are set up to grow and develop their professional careers from day one.

Responsibilities:

• Work alongside a team of helpdesk technicians to ensure a high level of customer satisfaction by responding quickly to end-user desktop or mobile support requests, and provide efficient, professional, and friendly customer service. 
• Monitor ITSM (ServiceNow) queue of incoming support requests and proactively handle issues based on workload distribution guidelines of the support team and its management.
• Install or assist users with the installation of hardware and peripheral system components.  
• Modify, troubleshoot, and accomplish minor repairs of network hardware and software components, including hard drives, monitors, keyboards, printers, and other peripheral equipment.  
• Provide accurate and detailed documentation of all problems, issues, service requests, and resolutions in the ServiceNow Ticketing system.  
• Load specified software packages such as operating systems, word processing, spreadsheets or other programs.  
• Escalate major hardware/software problems for correction to the appropriate IT team for further investigation, providing all necessary details for smooth handoff.  
• Instruct users on the use of equipment, software and manuals.  
• Follow up with customers as needed to ensure all problems are resolved.  
• May perform other related tasks as assigned, depending on business need.

Qualifications:

• Bachelor’s degree preferred; Associate’s degree in a related field and/or equivalent business experience required.
• 2+ years of experience in a technical customer support role. 
• Familiar with basic and intermediate troubleshooting techniques. 
• Able to support Microsoft Office applications (Word/Excel/Outlook etc.) 
• Experience with ServiceNow or a similar ITSM/ticketing platform.
• Working knowledge of Active Directory / Microsoft Entra ID (password resets, account unlocks, group membership).
• Familiarity with endpoint/software deployment tools (Microsoft Intune, SCCM, or similar).
• Exposure to multi-factor authentication and password-less sign-in support (e.g., Windows Hello for Business) a plus.
• Ability to work both independently and as part of a collaborative team. 
• Approachable demeanor and strong written and verbal communications skills.  
• Superior attention to detail and accuracy. 
• Aptitude for learning new skills quickly such as replacing hardware in a fast-paced environment. 
• Capable of providing basic hardware support (Desktop, Servers, Printers). 
• Physically capable of moving equipment through bending, reaching, and lifting (up to 75lbs).  

RSUI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, marital status, amnesty, genetic characteristics or genetic information, pregnancy or childbirth, veteran status, and any other characteristic protected by applicable Federal, state, and local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.