We are not offering visa sponsorship or C2C for this position due to resource requirements
Who We Are
RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry-leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long-term strategic goals. Job Overview
RL Canning is seeking an experienced
Help Desk Analyst
to join our IT team and provide first-level technical support to end users via phone and walk-in assistance. This role supports approximately 30–40 calls per day, with a primary focus on password resets as well as hardware, application, and device configuration issues involving laptops and iPads. The Analyst must demonstrate strong troubleshooting skills and the ability to ask effective diagnostic questions to quickly identify and resolve issues. Experience using remote support tools is required to efficiently assist users. Responsibilities include answering, logging, and documenting tickets with accurate notes in the SCSM ticketing system. The Analyst will also assess issue severity, assign appropriate priority levels, and escalate tickets to the correct resolver groups as needed. The US base hourly range for this full-time position is $20.00 to $23.00 per hour W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The hourly wage offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors. Compensation and benefits remain in the Company's sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid. In this role, you will
Provide first-level technical support to end users via phone and walk-in assistance, handling approximately 30–40 support requests daily. Diagnose and resolve common issues, including password resets, hardware failures, application errors, and device configuration for laptops and iPads. Utilize remote support tools to troubleshoot and resolve user issues efficiently and effectively. Accurately log, document, and track incidents and service requests in the SCSM ticketing system with detailed notes. Assess issue severity and business impact to assign appropriate priority levels and ensure timely resolution. Escalate unresolved or complex issues to the appropriate resolver groups while maintaining clear communication and follow-up with end users. Perform other tasks as necessary to support and achieve business objectives. For this role, you will need
MUST be able to work from 3:00 pm to 11:00 pm onsite twice a week. MUST be able to work on Saturday and Sunday every other week. Minimum of 1+ years of Service Desk experience with an associate’s degree or at least two years of college-level coursework; A+ certification and healthcare experience preferred. Ability to perform effectively in a high-pressure, high–call–volume service desk environment while maintaining professionalism and accuracy. Strong adherence to established processes and procedures, with the autonomy to create, update, and improve Knowledge Base articles as needed Hands-on experience supporting Dell, HP, and Apple hardware, including peripherals such as keyboards and mice. Proficiency with Windows 11 environments and core service desk technologies, including FreshService ticketing systems Working knowledge of Active Directory for user account management and access-related support tasks. Experience supporting enterprise applications and environments such as Citrix and Cerner applications. Exceptional customer service, communication, and documentation skills, with the ability to clearly log and track issues from creation through resolution. Willingness to travel as needed to support client projects and corporate responsibilities. Why Join Us
Cutting-Edge Innovation & Technology:
Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the chance to work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry. Professional and Personal Growth:
We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support needed to enhance skills and stay ahead of industry trends, we empower our team members to unlock new opportunities for advancement. We believe that fostering individual growth strengthens careers and drives the collective success of our company. Collaborative & Inclusive Culture:
Be part of a team where collaboration drives success. Our inclusive culture celebrates diverse perspectives and ensures every voice is heard, creating an environment where innovation and teamwork flourish. You’ll collaborate with skilled professionals from a wide range of backgrounds, exchanging ideas, tackling challenges, and crafting solutions that make a real impact. Together, we build a stronger, more dynamic workplace where collective problem-solving is at the heart of everything we do. Empowering Work Environment:
Discover the opportunity to be an integral part of a team where your ideas are not only heard but celebrated, and your contributions have a direct impact. In this role, you’ll experience a sense of purpose as your work drives meaningful results for our projects and clients. We prioritize your growth and ensure that your potential is recognized, fostering an environment where your efforts lead to both personal fulfillment and collective success. Benefits Offered
Short-Term Disability Insurance Accidental Death & Dismemberment (AD&D) and Life Insurance 401(k) retirement savings plan with employer matching Paid Time Off Paid Holidays RL Canning is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination based on race, color, religion, sex, marital status, national origin or ancestry, age, disability (physical or mental), veteran status, or any other status protected by federal, state, or local law.
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RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry-leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long-term strategic goals. Job Overview
RL Canning is seeking an experienced
Help Desk Analyst
to join our IT team and provide first-level technical support to end users via phone and walk-in assistance. This role supports approximately 30–40 calls per day, with a primary focus on password resets as well as hardware, application, and device configuration issues involving laptops and iPads. The Analyst must demonstrate strong troubleshooting skills and the ability to ask effective diagnostic questions to quickly identify and resolve issues. Experience using remote support tools is required to efficiently assist users. Responsibilities include answering, logging, and documenting tickets with accurate notes in the SCSM ticketing system. The Analyst will also assess issue severity, assign appropriate priority levels, and escalate tickets to the correct resolver groups as needed. The US base hourly range for this full-time position is $20.00 to $23.00 per hour W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The hourly wage offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors. Compensation and benefits remain in the Company's sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid. In this role, you will
Provide first-level technical support to end users via phone and walk-in assistance, handling approximately 30–40 support requests daily. Diagnose and resolve common issues, including password resets, hardware failures, application errors, and device configuration for laptops and iPads. Utilize remote support tools to troubleshoot and resolve user issues efficiently and effectively. Accurately log, document, and track incidents and service requests in the SCSM ticketing system with detailed notes. Assess issue severity and business impact to assign appropriate priority levels and ensure timely resolution. Escalate unresolved or complex issues to the appropriate resolver groups while maintaining clear communication and follow-up with end users. Perform other tasks as necessary to support and achieve business objectives. For this role, you will need
MUST be able to work from 3:00 pm to 11:00 pm onsite twice a week. MUST be able to work on Saturday and Sunday every other week. Minimum of 1+ years of Service Desk experience with an associate’s degree or at least two years of college-level coursework; A+ certification and healthcare experience preferred. Ability to perform effectively in a high-pressure, high–call–volume service desk environment while maintaining professionalism and accuracy. Strong adherence to established processes and procedures, with the autonomy to create, update, and improve Knowledge Base articles as needed Hands-on experience supporting Dell, HP, and Apple hardware, including peripherals such as keyboards and mice. Proficiency with Windows 11 environments and core service desk technologies, including FreshService ticketing systems Working knowledge of Active Directory for user account management and access-related support tasks. Experience supporting enterprise applications and environments such as Citrix and Cerner applications. Exceptional customer service, communication, and documentation skills, with the ability to clearly log and track issues from creation through resolution. Willingness to travel as needed to support client projects and corporate responsibilities. Why Join Us
Cutting-Edge Innovation & Technology:
Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the chance to work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry. Professional and Personal Growth:
We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support needed to enhance skills and stay ahead of industry trends, we empower our team members to unlock new opportunities for advancement. We believe that fostering individual growth strengthens careers and drives the collective success of our company. Collaborative & Inclusive Culture:
Be part of a team where collaboration drives success. Our inclusive culture celebrates diverse perspectives and ensures every voice is heard, creating an environment where innovation and teamwork flourish. You’ll collaborate with skilled professionals from a wide range of backgrounds, exchanging ideas, tackling challenges, and crafting solutions that make a real impact. Together, we build a stronger, more dynamic workplace where collective problem-solving is at the heart of everything we do. Empowering Work Environment:
Discover the opportunity to be an integral part of a team where your ideas are not only heard but celebrated, and your contributions have a direct impact. In this role, you’ll experience a sense of purpose as your work drives meaningful results for our projects and clients. We prioritize your growth and ensure that your potential is recognized, fostering an environment where your efforts lead to both personal fulfillment and collective success. Benefits Offered
Short-Term Disability Insurance Accidental Death & Dismemberment (AD&D) and Life Insurance 401(k) retirement savings plan with employer matching Paid Time Off Paid Holidays RL Canning is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination based on race, color, religion, sex, marital status, national origin or ancestry, age, disability (physical or mental), veteran status, or any other status protected by federal, state, or local law.
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