Sr. Helpdesk Technician - Hybrid

Description RSUI is seeking a highly proficient, service-oriented Sr. Helpdesk Technician for our onsite helpdesk team in Atlanta, Georgia. Nearly every technical issue at RSUI is first reported through the helpdesk, so this role exists to make sure issues are resolved promptly, completely, and correctly. The ideal candidate is an outstanding individual contributor who combines hands-on technical skills with a genuine customer-service mindset, exceptional thoroughness, and meticulous attention to detail. This person takes personal ownership of problems from first report through verified resolution, documents their work clearly so it can be relied upon later, and is comfortable working independently with minimal supervision in a fast-paced corporate insurance environment. The role requires strong, current knowledge of Microsoft technologies — Windows desktops and servers, Active Directory, and Microsoft 365 — and day-to-day fluency with the ServiceNow ticketing platform. 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 position will work RSUI’s hybrid schedule, which requires time spent weekly in our Buckhead office. Responsibilities: Serve as the escalation point for end-user technical issues, taking ownership through full, verified resolution Own, prioritize, and work a personal ServiceNow ticket queue, ensuring every incident and request is tracked, updated, and closed out accurately and on time Diagnose and resolve hardware, software, connectivity, and access problems across laptops, peripherals, and mobile devices Administer user accounts, security groups, and access in Active Directory and Microsoft 365, including onboarding and offboarding setup and teardown Image, configure, and deploy laptop hardware to RSUI standards, and perform end-user moves, upgrades, and refreshes Troubleshoot and maintain Windows desktops and Microsoft Office / Microsoft 365 applications Document issues, actions taken, and resolutions thoroughly; create and maintain knowledge-base articles and checklists for recurring activities to ensure consistent, repeatable support Accommodate a flexible work schedule, including occasional before/after-hours and weekend availability for situations that require special attention Help support and maintain the conference rooms and the A/V equipment for special events, meetings, and town halls. Qualifications: 3+ years of hands-on experience in a helpdesk, desktop support, or IT support role Strong technical knowledge of Microsoft technologies, including Windows desktops and servers, Active Directory, and Microsoft 365 / Office applications Experience using ServiceNow (or a comparable ITSM/ticketing platform) to track and resolve incidents and service requests through their full lifecycle Demonstrated ability to work independently with minimal supervision while maintaining high service quality Customer-service oriented with a calm, professional, problem-solving attitude Excellent written and verbal communication skills, with the ability to explain technical concepts to a non-technical audience Meticulous attention to detail and a thorough, methodical approach to troubleshooting and documentation Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field — or equivalent practical experience 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.