Red River ยท 3 hours ago
Help Desk Technician I - Morning Shift (6:45am - 3:15 pm); Sun-Thu
Chantilly Office
Full-time
Hybrid
Entry Level
1+ years expRed River is a company that provides technology solutions, and they are seeking a Help Desk Technician I to work in their NOC. The role involves providing technical support to customers, managing incidents, and ensuring high levels of customer service.
Information TechnologyInfrastructureSoftware
No H1B
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
Required
Bachelor's degree desired, Computer Science, Engineering or other technical degree or equivalent experience
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
U.S. Citizenship Required
Preferred
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
Previous Experience in a fast-paced consulting or MSP environment as plus
Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP
Experience with desktop operating systems
Benefits
Excellent benefits
Company
Red River
Red River is a technology integrator that helps customers optimize business processes and maximize technology investments.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Acacia Partners
2021-06-01Acquired
2018-03-19Private Equity
Leadership Team
D
David Bates
Senior Director, Commercial Business Partner
Recent News
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2025-12-04
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2025-12-03
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