Help Desk Technician II – Internal Support – Oklahoma City

Help Desk Technician II – Internal Support
R.K. Black, Inc., an office technology company providing solutions to organizations across Oklahoma & Kansas, is seeking an Help Desk Technician II – Internal Support in our Oklahoma City office.

Help Desk Technician II – Internal Support serves as the primary technical support resource for R.K. Black associates across all corporate locations. You’ll resolve hardware, software, and network issues quickly and professionally, execute associate onboarding and offboarding, and maintain thorough documentation while safeguarding company systems and data. This role requires strong ownership, sound judgment, and a commitment to representing R.K. Black with integrity in every interaction.

What You’ll Do 
Tier II Technical Support 

• Serve as first point of contact for internal associates experiencing hardware, software, network, or application issues
• Resolve issues at first touch whenever possible; escalate complex issues to the Systems Engineer team with full documentation
• Meet SLA targets for ticket response and resolution, prioritizing by business impact
• Maintain meticulous ticket documentation in real time so any technician can continue your work

Onboarding & Offboarding

• Execute new-hire technical onboarding: workstation provisioning, imaging, Active Directory and Microsoft 365 setup, phone configuration
• Conduct day-one orientation training covering system login, MFA setup, password manager enrollment, VoIP, and LOB application access
• Execute secure offboarding: account disable, access revocation, data retention per policy, equipment recovery, and license reclamation

Asset & Inventory Management

• Maintain accurate records of laptops, desktops, monitors, mobile devices, phones, and spare equipment
• Track software licenses, subscriptions, and warranties; flag upcoming expirations
• Manage the spare equipment pool to ensure ready-to-deploy hardware for onboarding and emergency replacements
• Coordinate equipment returns, RMAs, and disposal following data sanitization procedures

Knowledge Base & Process Improvement

• Author and maintain internal knowledge base articles for recurring issues and resolved escalations
• Actively reduce repeat tickets by capturing and sharing institutional knowledge
• Flag outdated or missing documentation rather than working around it

Cybersecurity & Compliance

• Follow and help enforce R.K. Black’s information security program, privacy policies, and incident response procedures
• Report suspicious activity – phishing attempts, credential compromise, unusual account behavior – promptly to leadership
• Support cybersecurity compliance operations including access reviews, patch verification, and endpoint security checks

Additional Responsibilities

• Support mobile device provisioning and MDM enrollment
• Troubleshoot internal printers, multifunction devices, and scan-to-email configurations
• Configure and support conference room technology including Microsoft Teams Rooms and audio/visual systems
• Monitor and respond to internal backup system failures
• Provide peer coverage for other Help Desk technicians during absences
• Meet or exceed CSAT, first-contact resolution, SLA attainment, and utilization targets

What We’re Looking For

Must-Have Qualifications

• Associate’s degree in Information Technology, Computer Science, or related field with 2+ years of industry experience
• Technical Skills: Active Directory, Microsoft 365, Windows 10/11, Windows Server 2012+
• Tools: Hands-on experience with ticket management systems (ConnectWise preferred) and real-time documentation
• Certifications: CompTIA A+ certification required; Network+ preferred
• Communication: Clear, concise communication in English; ability to explain technical concepts to non-technical associates

Key Characteristics

We’re looking for someone who embodies:

Key Characteristic	What This Looks Like
Dependable & Proactive	Takes ownership of tickets and follows through without needing reminders
Thorough & Consistent	Completes tasks fully every time; documentation is never an afterthought
Problem Solver	Thinks critically under pressure and finds practical solutions
Efficient	Accomplishes work with minimal waste and looks for smarter ways to get things done
Professional	Presents themselves and their work product with care and pride
Strong Sense of Urgency	Responds promptly and meets commitments