Help Desk Technician I

Red River • Full-time • Chantilly, Virginia, United States • $44.53k - $61.69k / year • 3m ago

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

We are looking for a Tier 1 Technician to join our growing team! The Tier 1 Technician is primarily responsible for handling technical support requests directly from customers and escalating to Tier 2 members as needed. Our technicians are responsible for maintaining user uptime and improving their computing experiences through problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service.

This is an onsite position. The shift for this position is Sunday-Thursday from 12AM-830AM. There is an initial training period of 3 weeks, which is completed during the day shift between 830AM-5PM.

Primary Position Tasks:

Accept customer calls/alerts and escalate to Tier 2 team members as needed within specified timeframes.
Act as the point of contact for customer incidents reported via multiple channels including phone, chat, email, and web portal ensuring all processes and agreed upon standards are followed.
Follow troubleshooting using Standards Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
Notify and escalate potential areas for improvement in SOPs to Tier 2 or leadership.
Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues.
Work independently with a focused direction while adding value and contributing to overall team performance.
Other business duties as assigned.

Minimum Education/Certification/Experience Requirements:

Minimum 1-3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
IT hardware/software knowledge with previous experience using Windows, MacOS, as well as mobile devices (iOS, Android)
Previous Experience in a fast-paced consulting or MSP (Managed Service Provider) environment as plus

Preferred Education/Certification/Experience:

Bachelor’s degree desired, Information Technology, Engineering or other technical degree or equivalent experience
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSE certifications, MS Azure Administrator
MS-900: Microsoft 365 Fundamentals
MS-102: Microsoft 365 Administrator
Previous Experience in a fast-paced consulting or MSP environment a plus

Knowledge, Skills, and Abilities:

Excellent customer service, phone skills, and written communication skills.
Demonstrated ability to understand and prioritize customer needs.
Proficiency in delivering exceptional customer service in a high-paced, SLA-driven setting.
Utilize excellent customer service skills to exceed customers' expectations.
Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.
Strong ability to collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.
Ability to be a self-starter and possess good time management skills.
Ability to utilize SOPs and KBAs.
Basic knowledge of backup solutions.
Basic knowledge of remote management tools (Ex: Bomgar, TeamViewer, ScreenConnect, RDP).
Basic knowledge of troubleshooting Remote Desktop Services and VPN.
Basic knowledge of virtualization.

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our

benefit

offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact

accommodation@redriver.com

. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.

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