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Red River · 18 hours ago

Service Desk Technician II (Secret Clearance)

Lexington, MA

Full-time

Onsite

Mid Level

3+ years exp

Red River is a Managed Services company that fosters a collaborative and innovative workplace. They are seeking a Service Desk Technician II with an active Secret clearance to provide technical support and improve user experiences through effective maintenance and resolution activities.

Information TechnologyInfrastructureSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Handle technical support requests directly from customers and escalate issues from team members

Maintain user uptime and enhance computing experiences through effective maintenance and problem resolution

Provide exceptional customer service to improve the organization's perception with clients

Collaborate with team members to foster a positive work environment

Adapt to changing circumstances and embrace challenges in a fast-paced setting

Manage ticket queues while taking client support phone calls

Qualification

Windows administrationActive DirectoryTroubleshooting skillsCompTIA A+Network+ITIL V3/V4 FoundationMDM experienceTicketing system experienceEmpathyJudgmentPurposeResilienceSelflessnessCollaborationCreativityIntegrity

Required

Minimum 3 years of IT (5 years preferred) experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, and Group Policy

Active SECRET clearance

High level knowledge of supporting/managing/imaging OS products/devices

Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP

Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels

Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)

Strong ability to troubleshoot Office365 products (Exchange/Sharepoint/Onedrive/Teams) using GUI and powershell

Experience with MS Intune MDM including but not limited to configuration policies, compliance policies, and app protection for various device types

Ticketing system/SLA experience (ServiceNow preferred)

Intermediate knowledge of Backup Solutions (Veeam preferred)

Basic understanding of core network components & troubleshooting

Maintaining standards and documentation on an ongoing basis as products and technologies evolve

Iphone/iOS troubleshooting/configuring

Strong consulting and communication skills

Confidence and experience in front of client

Strong ability to work in a team-based environment

Ability to be a self-starter and possess good time management skills

Strong ability to manage their ticket queue in tandem with taking client support phone calls

U.S. Citizenship Required

Preferred

Previous Experience in a fast-paced consulting or MSP environment as plus

Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation

Windows/Office365 on Mac experience preferred

MDM experience with WorkspaceOne and JAMF preferred

Experience with imaging process/deployment of workstations

Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues