Help Desk Technician I - Swing Shift (3:45 pm - 12:15 am); Tue-Sat

Red River • Full-time • Chantilly, Virginia, United States • $50.50k - $85.37k / year • 2w 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.

This position works on a team within the Service Desk. The role involves handling technical support requests directly from customers, as well as escalations from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving computing experiences through effective maintenance, problem identification, and resolution. This position also plays a key role in supporting network and infrastructure outage tasks, while delivering exceptional customer service to enhance the organization’s reputation with existing clients.

This role will operate on the Tue-Sat (3:45 PM - 12:15 AM) shift

Primary Position Tasks:

Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment)
Strong ability for communication and collaboration in a high activity and fast paced environment.
Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Accept customer calls, alerts, and escalations from all Service Desk engineers
Follow established Knowledge Base Articles (KBAs) and Standards Operating Procedures (SOPs)
Serve as the point of contact for incidents reported via phone, email, and monitoring tools, ensuring adherence to processes and standards. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
Work with a focused direction on severity 1 tickets and calls, as well as overall SLA management while adding value and contributing to overall team performance.
Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications.
Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
Consistently meet or exceed customer expectations; identify opportunities to improve service.

Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.

Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
Maintain clear understanding of the interdependencies that problem, change, and configuration managements processes have on good incidents management practices.
Other business duties as assigned

Minimum Education/Certification/Experience Requirements:

Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
Desired certifications: CompTIA A+, Network+, Microsoft MCSA certifications, HDI, ITIL, (entry level and above IT certifications.)
Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
High level experience and knowledge of Windows and Mac operating systems

Preferred Education/Certification/Experience:

Previous Experience in a fast-paced consulting or MSP environment as plus
Strong phone-based support skills with the ability to confidently conversate with users with clarity and professionalism.
Experience with ticket management and SLA adherence.
Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP

Experience with desktop operating systems

Knowledge, Skills and Abilities:

Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting Remote Desktop Services and VPN
Basic understanding of core network components
Basic virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor
Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes.
This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.
Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues.
IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments
Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), installation, and configuration
Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN, and network infrastructure
Strong consulting and communication skills
Confidence and experience in front of clients
Strong ability to work in a team-based environment
Ability to be a self-starter and possess good time management skills

Essential Elements (Mental; Physical; Equipment used):

This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.

This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.

Special Requirements:
This position may be required to temporarily adjust scheduled shifts, including working alternate days or hours, to ensure adequate coverage across the 24x7x365 operational environment. Flexibility is essential to support business needs and team coverage.

Basic Qualifications:

U.S. Citizenship Required

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 American’s 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.