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Service Desk Technician Tier 1

5 months ago

Chantilly, United States Red River Full time

We are looking for a Tier 1 Technician who is primarily responsible for working on a team at the Service Desk. 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.

Primary Position Tasks:

- 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)
- Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.
- 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:

- 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
- 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 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

Basic Qualifications:

- U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings

here
- If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet