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Red River · 1 day ago

Systems Support Engineer I (Monday-Friday 8:30 AM-5:00PM)

Chantilly, VA

Full-time

Hybrid

Mid Level

3+ years exp

Red River Managed Services is a company that values a collaborative and innovative workplace. They are seeking a Systems Support Engineer I to join their customer-first global service desk team, responsible for handling technical issues and delivering high-quality customer service across diverse client environments.

Information TechnologyInfrastructureSoftware

No H1B

U.S. Citizen Only

Responsibilities

Answer incoming support calls and handle tickets assigned through ServiceNow in a prompt, professional manner

Deliver high-quality customer service with a focus on empathy and clear communication during every interaction — phone, chat, or email

Troubleshoot end-user issues related to email, MFA, VPN, and account access in Microsoft 365 and hybrid Active Directory environments

Provide first-level support for desktop and laptop issues, including software errors, printer malfunctions, system slowness, and user profile problems

Resolve basic network and connectivity problems such as remote access failures, shared drive access, Wi-Fi disruptions, and cloud application availability

Quickly assess the issue, gather relevant information, and follow existing knowledge base articles (KBAs) to work toward resolution

Work independently to manage your queue, follow up on tickets, and ensure updates and resolutions are documented clearly and on time

Prioritize tasks based on urgency, business impact, and ticket aging to stay on top of a fast-moving workload

Support multiple clients across different time zones, environments, and technologies — flexibility and adaptability are key

Collaborate closely with your teammates, share information, and assist others when needed to ensure the team's overall success

Escalate recurring or unresolved issues to team leads or senior staff to help identify and resolve root causes

Collaborate with the team and team lead to keep knowledge base articles (KBAs) accurate and up to date, and assist in creating new KBAs when gaps are identified during support

Stay engaged in team meetings, process updates, and training to grow your knowledge and stay aligned with evolving client needs

Qualification

Microsoft 365Active DirectoryWindows troubleshootingMacOS troubleshootingCompTIA A+CompTIA Cloud+Microsoft Azure FundamentalsCustomer serviceEmpathyResilienceCritical thinkingProblem-solvingCommunication skillsCollaboration

Required

Must be a U.S. citizen and able to provide supporting documentation of citizenship or naturalization, as required by customer compliance frameworks (such as CMMC)

Minimum of 3 years of experience in IT

Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience)

In-depth experience diagnosing and resolving technical issues on end-user laptops, including both Windows and macOS systems, with a solid understanding of operating system behavior, user profiles, application conflicts, and common hardware failures

Strong understanding of Microsoft 365, Azure, and Active Directory in cloud, hybrid, and on-prem environments

Solid hands-on experience troubleshooting Windows and macOS laptops, including OS issues, hardware problems, and application errors

Working knowledge of end-user technologies such as email, VPN, MFA, printers, remote access, and business-critical software

Ability to assess, triage, and resolve Tier 1 technical issues quickly and accurately while following established KBAs

Strong critical thinking and problem-solving skills with the ability to prioritize tasks in a fast-paced, high-volume support environment

Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users

Demonstrated commitment to delivering high-quality customer service with empathy, patience, and professionalism

Strong attention to detail when documenting tickets, following procedures, and tracking issue resolution

Proven ability to work independently while also contributing to team goals and collaborating effectively with peers and leads

Adaptability to support diverse client environments, learning new tools and technologies as needed

Willingness to contribute to maintaining and improving knowledge base content and internal documentation

U.S. Citizenship Required

Preferred

Bachelor's degree in Information Technology, Computer Science, or a related field

Experience working in a fast-paced consulting or MSP environment supporting multiple customers simultaneously

Preferred Certifications: Microsoft 365 Fundamentals (MS-900), Microsoft Azure Fundamentals (AZ-900), CompTIA A+, CompTIA Cloud+, Microsoft 365 Endpoint Administrator Associate (MD-102)