Service Desk Technician Tier 1 (Secret Clearance Required) - M-F 730AM-330PM

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit 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.
• Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity — 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.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

We are looking for a Tier 1 Technician with an active Secret clearance to join our growing team! The Tier 1 Technician is primarily responsible for working on a team at the Service Desk. This position will handle technical support requests directly from customers as well as escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service.

This role supports the Monday-Friday shift from 730AM-330PM

Primary Position Tasks:

• 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 Level 1 operations team within specified timeframes.
• 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 independently with a focused direction 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).
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
• 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.
• Act as a mentor to Level 1 Customer Service Representatives.
• Responsibilities aligned with managing area of your team tier alignment
• Provide after hours on call support as required
• Other business duties as assigned

Minimum Education/Certification/Experience Requirements:

• 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
• An active SECRET clearance

Preferred Education/Certification/Experience:

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

Knowledge, Skills and Abilities:

• 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