Help Desk Technician Tier 1
Rio Grande Pacific Corporation
Full-time
Fort Worth, TX Full-time$53,000
About
Rio Grande Pacific Corporation (RGPC) is a Texas-based, privately-held railroad holding company established in 1986, specializing in regional freight railroads, signal construction and design, passenger operations, equipment remanufacturing, dispatching services, and asset leasing. Operating across six states, RGPC manages four short line railroads covering 700 route miles. The company serves approximately 140 freight customers, including major Fortune 500 companies, across diverse industries such as agriculture, chemicals, lumber, minerals, and recycling.
Job Summary
Rio Grande Pacific Corporation is seeking a motivated and dependable Help Desk Technician for our southwest Fort Worth location to serve as the first point of contact for employees experiencing technical issues. This role provides friendly, efficient support across day-to-day hardware, software, accounts, workstations, printers, and connectivity, as well as physical security and access control systems, while documenting and escalating issues as appropriate.
Responsibilities
• Serve as the first point of contact for hardware and software break-fix support.
• Troubleshoot and resolve Microsoft 365 account issues, including Outlook, Teams, OneDrive, and SharePoint.
• Assist users with printer setup, connectivity, and driver installation.
• Set up and configure workstations, laptops, and peripherals for new and existing employees.
• Reset passwords and manage basic user accounts in Active Directory.
• Support IP security cameras and NVR systems, including basic configuration and connectivity troubleshooting.
• Administer building access control systems, including user credentials, access cards or fobs, and door reader troubleshooting.
• Document support requests and resolutions in the IT ticketing system.
• Escalate complex or unresolved issues to Tier 2 support as needed.
• Maintain a positive, patient, and professional presence when supporting end users.
Requirements
• 1+ years of experience in a help desk, desktop support, or IT support role, or equivalent education or training.
• Familiarity with Microsoft 365 applications and basic account administration.
• Comfort troubleshooting Windows-based environments.
• Basic understanding of networking concepts, including IP addressing, Wi-Fi, and VPN.
• Exposure to IP camera systems or access control platforms is a plus.
• Strong communication skills and a customer-first attitude.
• Ability to manage multiple open tickets and prioritize effectively.
• CompTIA A+ certification is a plus but not required.