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Red River · 4 hours ago

Help Desk Technician I - Swing Shift, Fri-Mon (2 PM - 12:30 AM) SECRET CLEARANCE REQUIRED

Chantilly Office

Full-time

Hybrid

Entry Level

1+ years exp

Red River Managed Services is seeking a Help Desk Technician I to join their team. This role is primarily responsible for providing technical support and maintaining user uptime while ensuring exceptional customer service in a fast-paced environment.

Information TechnologyInfrastructureSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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 the NOC engineers

Follow trouble shooting Standards Operating Procedures (SOPs)

Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications

Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals

Engage in IT certification programs to develop subject matter expertise

Work with NOC team with a focused direction on calls and 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

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

Keep current on new releases, updates, and changes to Customer Run Book content

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

Qualification

CompTIA A+Network+Windows administrationMicrosoft MCSAITIL FoundationsActive DirectoryDHCPDNSGroup PolicyCustomer serviceTeam collaborationProblem-solvingCommunication skillsTime management

Required

Active SECRET clearance

Bachelor's degree desired, Computer Science, Engineering or other technical degree or equivalent experience

Desired certifications: CompTIA A+, Network+, Microsoft MCSA, ITIL Foundations OR HDI 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

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 the NOC engineers

Follow trouble shooting Standards Operating Procedures (SOPs)

Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed

Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals

Engage in IT certification programs to develop subject matter expertise

Work with NOC team with a focused direction on calls and 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

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

Keep current on new releases, updates, and changes to Customer Run Book content

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

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

U.S. Citizenship Required