Red River
Help Desk Technician I - Morning Shift (6:45am - 3:15 pm); Sun-Thu
Red River, Chantilly, Virginia, United States, 22021
Help Desk Technician I - Morning Shift (6:45am - 3:15 pm); Sun-Thu
Join to apply for the Help Desk Technician I - Morning Shift (6:45am - 3:15 pm); Sun-Thu role at Red River.
This position is primarily responsible for working on a team within the NOC. It handles technical support requests directly from customers as well as escalations from other team members and field engineers. Our engineers maintain user uptime and improve computing experiences through effective maintenance, problem identification, and resolution activities. This position also assists the NOC engineers with tasks related to network and infrastructure outages.
This role will operate on the Sun-Thu (6:45 PM - 3:15 PM) shift.
Primary Position Tasks
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 troubleshooting 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
Minimum Education/Certification/Experience Requirements
Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA 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
Preferred Education/Certification/Experience
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
Essential Elements This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday. This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.
Special Requirements This position may serve as a backup to the NOC when overflow is necessary.
Basic Qualifications
U.S. Citizenship Required
EOE M/F/DISABLED/Vet Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.
In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact accommodation@redriver.com. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.
Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.
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This position is primarily responsible for working on a team within the NOC. It handles technical support requests directly from customers as well as escalations from other team members and field engineers. Our engineers maintain user uptime and improve computing experiences through effective maintenance, problem identification, and resolution activities. This position also assists the NOC engineers with tasks related to network and infrastructure outages.
This role will operate on the Sun-Thu (6:45 PM - 3:15 PM) shift.
Primary Position Tasks
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 troubleshooting 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
Minimum Education/Certification/Experience Requirements
Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA 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
Preferred Education/Certification/Experience
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
Essential Elements This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday. This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.
Special Requirements This position may serve as a backup to the NOC when overflow is necessary.
Basic Qualifications
U.S. Citizenship Required
EOE M/F/DISABLED/Vet Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.
In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact accommodation@redriver.com. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.
Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.
#J-18808-Ljbffr