IT Support Technician (Technical Guru)

IT Support Technician (Technical Guru)

Description

Do you find joy in helping people solve their day-to-day tech headaches? Are you equally comfortable troubleshooting a finicky Windows laptop, lending a hand to a Mac user, or untangling weirdness in Active Directory? Can you set up mics, mixers, projectors, and cameras like a backstage pro, all while staying calm under pressure? If so, read on…

I’m the Head of Infrastructure & SRE at RTA, and I’m looking for an IT Support Technician to keep our office humming by tackling break-fix issues, managing tickets, and supporting audio/video setups for both daily meetings and our annual off-site conference (300–500 attendees!). You’ll need to navigate Windows, Mac, and a range of productivity software with ease, all while coordinating A/V logistics, setting up gear, and ensuring event recordings go off without a hitch. If this sounds like you, you could be the peanut butter to our jelly! Read on and apply!

What We’re Looking For

In general, someone who:

• Is passionate about serving others.
• Finds fulfillment in seeing colleagues thrive with minimal tech issues.
• Is comfortable being part of a team that thrives on healthy conflict. People with thin skin need not apply. No, seriously.
• Passionately cares about our clients and colleagues by helping them be more successful. Our clients are fleet managers, parts clerks, and automotive technicians who maintain everything from squad cars to school buses—so everyone comes home safely at the end of the day.
• Thinks of themselves less, while not thinking less of themselves. They’re other-centric, compassionate, and self-assured.
• Is willing to lift boxes, clean floors, and hold doors if that’s what it takes to get something done, because no job is beneath them.
• Takes ownership and initiative in their job. They identify how to make processes and systems better without waiting to be told.
• Loves to read, learn, grow, and stretch themselves. Bonus points for each book they’ve read by Patrick Lencioni!

Specifically for This Job, Someone Who:

• Has 2–5 years of experience in an IT helpdesk/support environment.
• Is well-versed in Windows desktop/laptop troubleshooting, Mac support, Active Directory administration, and ITIL/ITSM methodologies.
• Can handle ticket intake with a friendly, organized approach—managing priorities and communicating effectively with end users.
• Knows their way around conference room A/V setups and can jump in to troubleshoot video conferencing issues.
• Provides on-site support in Glendale, AZ—no remote work here, you’re the go-to person when something needs a physical fix.
• Owns the A/V setup for daily internal meetings and our annual off-site conference.
  
  • Comfortable managing microphones, mixing boards, projectors, screens, cameras, and any other A/V gear needed for keynote sessions, panel discussions, and breakout rooms.
  • Skilled at troubleshooting under pressure—from audio feedback to a wonky projector connection—while keeping a cool head.
  • Able to plan and coordinate logistics (equipment lists, shipping/transporting gear, setup, teardown) over 1–2 days before and after the conference.
  • Understands basic sound mixing (levels, balancing music, mic volumes) and video recording workflows (camera setup, file management).
• Is highly self-organized—juggling multiple open tickets at once while ensuring timely resolutions.
• Communicates effectively, keeping both technical and non-technical folks in the loop about issues and solutions.

Key Responsibilities

• Respond & Resolve: Address day-to-day break-fix issues, ensuring minimal downtime for staff.
• Ticket Management: Intake, triage, and track support tickets using ITIL/ITSM best practices.
• Software & Desktop Support: Assist users with installations, updates, and troubleshooting on both Windows and Mac platforms.
• Documentation: Maintain and update knowledge base articles, ensuring repeat issues can be fixed quickly.
• A/V Support:
  
  • Plan and manage A/V logistics (shipping, setup, teardown, inventory) for a 300–500 attendee event.
  • Operate mixers, microphones, projectors, and cameras for multiple breakout sessions, live demos, music, and panel discussions.
  • Record or oversee video capture of all sessions, ensuring quality and proper archiving.
  • Collaborate with venue staff and any external A/V vendors as needed.

Bonus Points (Preferred Certifications)

• CompTIA A+ or Network+
• Microsoft certifications (e.g., MCSA, MCSE)
• ITIL v3 / ITIL 4 Foundations or related ITSM credentials
• AVIXA CTS (Certified Technology Specialist) or other A/V event production certifications

Additional Skills (Preferred):

• Experience with Microsoft Entra
• Proficiency in Exchange Online, SharePoint Online, OneDrive for Business, Microsoft 365
• Familiarity with Microsoft Intune and Windows Autopilot
• Comfort with remote desktop tools (e.g., RDP, TeamViewer, AnyDesk)
• Exposure to MDM solutions (e.g., Intune, Jamf)
• Basic network troubleshooting (routers, switches, firewalls)
• Familiarity with VoIP phone systems administration
• Stage lighting or stage setup experience for large events (if you really want to go above and beyond!)

Qualifications

OK, the “boring” HR part that’s necessary:

• 3+ years of IT support/helpdesk experience.
• 3+ years of experience supporting semi-complex A/V setup
• Proficiency with Windows, Mac, Active Directory, ITIL, and ITSM methodologies.
• Bachelor’s Degree not required but a plus, especially in a technical or related field.

The Bottom Line

You’ve made it this far—congratulations! We are really looking for ideal team players with an almost frightening intensity around customer service and a passion for serving others. Total compensation for the role is between $55k and $75k. This is a full-time, on-site position in Glendale, AZ, working side by side with the rest of our phenomenal team. If all of this is checking off the items on your list, we’d love to hear from you!

About Us

RTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.

Our office spaces are open, spacious, and colorful, with plenty of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches and genuinely enjoy each other’s company. We offer some pretty unique perks and benefits, as well as all the standard ones. We’re happy to talk through all the options!

Coming from Scottsdale? You’ll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

If all of this sounds like you, and your type of company, then click apply! We may have asked you four times now, but you’re still reading—bonus points for being thorough! Time to be the Pepper to our Potts and make sure our tech runs smoother than ever.