Help Desk Technician I - Monday-Friday 8AM-430PM

Red River Managed Services seeks selfless, humble, and team-oriented people that are always willing to support the success of their colleagues over their own. We enjoy working with people that can make wise decisions relying on data, experience, and collaboration. We seek individuals who are open to giving and receiving feedback through a willingness to share learnings.

At Red River, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. We want people that embrace new ideas and are passionate about innovation and brainstorming better solutions. This, in turn, fosters a means to overcome self-doubt and respectfully challenge the status quo while pursuing a career of providing exceptional client service.

Red River breeds curiosity by providing a work environment that values listening with intent, an eagerness to learn, and respects others’ ideas while remaining humble about their own knowledge gaps. This translates into a client-centric culture that anticipates needs with an urgency to resolve issues and builds long-term client relationships.

To be part of our company, you must be capable of thriving in change with a passion for being challenged. Here are the characteristics of the perfect candidate for this role. If you are selected for interview within Red River, we ask that you come prepared to discuss how you embrace and reflect the following requirements:

• Selflessness — You are humble when searching for the best ideas; you seek what’s best for Red River; you discern how your actions could affect others; you seek to make those around you successful.

• Judgment — You do not make short term fixes that jeopardize long term solutions; you make wise decisions despite ambiguity relying on training, experience, and collaboration with others; you rely on data to inform your intuition and decisions.

• Candor — 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.

• Creativity — You welcome new ideas; you are passionate and persistent in pursuit of better ways to do things and more innovative solutions; you value “brainstorming” as an expression.

• Courage — You overcome self-doubt and/or fear to always search for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.

• Inclusion — You bring an attitude of “positive intent” and welcoming nature 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.

• Curiosity — You listen intently and with a purpose to understand; you learn rapidly and eagerly; you are as interested in other people’s ideas as your own; you’re humble about what you don’t yet know.

• Empathy — You take the time to understand the client’s issue and perspective; you anticipate client needs, you address client needs effectively, you make them feel valued and understood; you work to foster loyalty and a long-term relationship.

• Resilience — You thrive in rapidly changing circumstances; you adapt easily to change; you can make fact-based decisions; you know when to include or escalate to others; you embrace a hard challenge.

We are looking for a Tier 1 Technician to join our growing team! The Tier 1 Technician is primarily responsible for handling technical support requests directly from customers and escalating to Tier 2 members as needed. Our technicians are responsible for maintaining user uptime and improving their computing experiences through problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service.

This position will be supporting the Monday-Friday 8AM-430PM

Primary Position Tasks:

• Accept customer calls/alerts and escalate to Tier 2 team members as needed within specified timeframes.
• Act as the point of contact for customer incidents reported via multiple channels including phone, chat, email, and web portal ensuring all processes and agreed upon standards are followed.
• Follow troubleshooting using Standards Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
• Notify and escalate potential areas for improvement in SOPs to Tier 2 or leadership.
• Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
• Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues.
• Work independently with a focused direction while adding value and contributing to overall team performance.
• Other business duties as assigned.

Minimum Education/Certification/Experience Requirements:

• Minimum 1-3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
• IT hardware/software knowledge with previous experience using Windows, MacOS, as well as mobile devices (iOS, Android)
• Previous Experience in a fast-paced consulting or MSP (Managed Service Provider) environment as plus
  

Preferred Education/Certification/Experience:

• Bachelor’s degree desired, Information Technology, Engineering or other technical degree or equivalent experience
• Desired certifications: CompTIA A+, Network+, OR Microsoft MCSE certifications, MS Azure Administrator
• MS-900: Microsoft 365 Fundamentals
• MS-102: Microsoft 365 Administrator
• Previous Experience in a fast-paced consulting or MSP environment a plus
  

Knowledge, Skills, and Abilities:

• Excellent customer service, phone skills, and written communication skills.
• Demonstrated ability to understand and prioritize customer needs.
• Proficiency in delivering exceptional customer service in a high-paced, SLA-driven setting.
• Utilize excellent customer service skills to exceed customers' expectations.
• Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.
• Strong ability to collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.
• Ability to be a self-starter and possess good time management skills.
• Ability to utilize SOPs and KBAs.
• Basic knowledge of backup solutions.
• Basic knowledge of remote management tools (Ex: TeamViewer, ScreenConnect, RDP).
• Basic knowledge of troubleshooting Remote Desktop Services and VPN.
• Basic knowledge of virtualization.