Position Overview: The responsibilities of a Level 1 Support Technician will vary depending on the technical skills of the individual hired for this position. The role of a Level 1 Support Technician will generally involve tracking a ticket through its entire lifecycle, including following up with the client to ensure issue satisfaction. Qualified Candidates Must: • Communicate effectively with customers on both a technical and non-technical level. • Strive to constantly learn new technologies, software, and devices. • Be motivated and self-managed. • Often travel to customer locations to directly work with customers and resolve issues on-site. Common Duties and Tasks: • Install, configure, repair, maintain, troubleshoot, and diagnose PCs, operating systems, third-party software, printers, and other equipment. • Respond to network alerts and customer issues to remediate issues efficiently. • Expediently answer customer calls, diagnose issues, respond quickly, and complete the service loop. • Complete equipment setup based on scripts, step-by-step instructions, or other automation • Minor software installations on customer devices • Creation of new user accounts for customers (Active Directory, Office 365, etc) • Basic step-based troubleshooting of varied email systems, such as Office 365 • Carefully organize customer documentation through project lifecycles • Service auditing, for example: • Periodically validating backups are configured to back up all data on all volumes, at specified intervals, and to all appropriate media • Periodically validating firewall rules do not allow unnecessary traffic inbound or outbound • Periodically validating that all machines on the network meet the specified baseline security settings • Test and implement new technologies for in-house as well as customer facilities Required Competencies: • Desktop operating systems, up to Windows 11 • Basic wired and wireless networking • Physical network infrastructure, including cabling standards Helpful Certifications: • CompTIA A+ • CompTIA Net+ • Microsoft MTA Perks Include: • Work in a fun, team environment • Professional development and training opportunities • Gain crucial experience with a variety of real-world projects • Learn from respected industry experts on best practices • Unlimited Coffee • Conveniently located near Highway 71 Extensive Benefits: • Employer-paid health insurance contribution • Medical (cafeteria) plan • Paid Individual Life, Dental, Vision and Long-Term Disability coverage • Paid Vacation time • Paid Holidays • Paid Time Off (PTO) sick days and personal days • Jury duty and bereavement benefits • Allowance for use of personal cell phone. • Performance-based bonuses • 401K Match • Health savings and flexing spend options • Voluntary Short-Term Disability Coverage • Voluntary Life Insurance (Additional Coverage Options) • Additional coverage options to include spouses and families About Us: R & D Industries, Inc. (RDI) is a 39-year-old Iowa technology corporation. RDI has been previously honored with the Iowa Small Business Excellence Award and Inc Magazine’s Inc-5000 as one of the fastest-growing privately held companies in the US. RDI continues to be nationally and globally recognized for technology excellence. • In 2019, 2022, and 2023, RDI was recognized in the Pioneer 250 and Security 100 as one of the Top 500 MSPs in the US by CRN®. • In 2021, 2022, and 2023, RDI was recognized in the MSP 501 – the IT channel's most prestigious global ranking of managed service and technology providers. RDI is comprised of four primary corporate divisions: Thinix® (Thinix.com) serves customers worldwide in hospitality, retail, education, and government and specializes in guest WiFi, secure computing, and managed firewalls. Akative® (Akative.com) provides Zero Downtime connectivity solutions, monitoring, and multi-carrier 4G/5G services to customers throughout the US, and builds iStatus® a patented IoT-based network monitoring platform servicing over a billion requests per year. RDIWorks® (RDIWorks.com) is a regional leader in providing IT infrastructure, architecture, and complete management solutions for IT services. RDI boasts highly trained technicians in specialized areas such as servers, networking, virtualization, security, backups, and infrastructure. Key partners include Aruba Networks, Cisco, HP, Dell, VMware, Microsoft, WatchGuard, and Veeam. Audio Engineering (AudioEngineering.com) is a midwest leader in professional audio-visual services. With 100+ certifications, decades of experience, and partnerships with the world’s best equipment manufacturers, the Audio Engineering team designs, plans, and installs sound and video solutions for houses of worship, all levels of education, businesses, and government facilities. RDI provides competitive pay, paid vacations, paid holidays, paid personal days, group health insurance, dental insurance, vision insurance, disability insurance, life insurance, 401k retirement plan, and other benefits. RDI has offices in Milford and Ames. This is an excellent opportunity for the right individual to work in a growing, fun environment within one of the top technology companies in the region. Join us and be a part of a special team right here in Iowa! R & D Industries, Inc. is an equal opportunity employer and proud supporter of the Home Base Iowa Initiative. For more details, see: HomeBaseIowa.gov About Ames, IA: Welcome to Iowa's absolutely fabulous city! Our office is located just minutes from Iowa State University in the ISU Research Park area off of Airport Road. Whether you're in town for business, to catch a game or just a quick visit, you'll enjoy an array of options to meet your needs and expenses. During the day you can find local shopping in our downtown boutiques. Hang out in one of our 35 woodland parks. Hop on our 55 miles of bike and pedestrian trails. Take a swing at one of our five different golf courses. Or do what we do best and cheer for the best college teams in the nation! Ames has been awarded many top rankings online from #1 college town to the lowest unemployment in the country and some of the top schools in the state. You will find Ames is a wonderful place to call home. Learn more at: https://www.discoverames.com/ and https://www.cityofames.org/