Service Desk Technician Tier 1

2 weeks ago

Chantilly, United States Red River Full time

Job Description

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:

  • 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.
  • 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
  • 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
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

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

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.

  • Service Desk Technician Tier 1

    2 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...

  • Service Desk Technician Tier 1

    4 weeks ago

    Chantilly, United States Red River Full time

    Job Description - 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...

  • Tier 2 Help Desk Support

    2 weeks ago

    Chantilly, United States Cape Fox Shared Services Full time

    Cape Fox Shared Services (CFSS) is seeking an experienced Tier 2 Desktop Technician. The Tier 2 Desktop Technician provides world-class support and invigorating customer experiences. The Tier 2 Desktop Technician supports the IT Manager through helpdesk support at various levels but, primarily tier 1 and 2 support, working with non-technical end-users to...

  • Integrated Service Desk Technician

    4 weeks ago

    Chantilly, United States Catapult Staffing Full time

    Position: Integrated Service Center Technician Location: Chantilly, VA The Integrated Service Center Technician will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role...

  • Integrated Service Desk Technician

    4 weeks ago

    Chantilly, United States Catapult Staffing Full time

    Position: Integrated Service Center Technician Location: Chantilly, VA The Integrated Service Center Technician will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role...

  • Integrated Service Desk Technician

    4 weeks ago

    Chantilly, United States CACI Full time

    Integrated Service Desk Technician Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: None Type of Travel: None - * The Integrated Service Center Technician will provide front line support and act as the primary point of contact for...

  • Help Desk Tier I with Security Clearance

    4 weeks ago

    Chantilly, United States Quadrant Inc Full time

    Help Desk Tier I&IIChantilly, VA MUST:Active Top Secret clearance is required5+ years of Help Desk Tier II experience5+ years of installing, maintaining, repairing desktop operating systems5+ years of troubleshooting business applications, desktop computer hardware, peripherals, and printers.Security +CE is nice to have but not requiredAbility to lift up to...

  • Tier II Technician

    1 month ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionWe are currently seeking a Tier II Technician to join our team in supporting the customer's computer data communications systems. In this role, you will be responsible for providing design specifications, testing, and inspections for computer networks. The key responsibilities include planning and implementing upgrades,...

  • Tier II Technician

    4 weeks ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionWe are currently seeking a Tier II Technician to join our team in supporting the customer's computer data communications systems. In this role, you will be responsible for providing design specifications, testing, and inspections for computer networks. The key responsibilities include planning and implementing upgrades,...

  • Tier II Technician

    1 month ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionTier II TechnicianPOSITION REQUIREMENTSRequired Clearance: TS/SCI with CI Poly (Must be Active)The Candidate must have 10 years of experience that can be a combination of work history and education. (This equates to a doctorate and 3 years, a master’s and 4 years, a bachelor’s and 6 years, an associates and 8 years or a HS...

  • Tier II Technician

    4 weeks ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionTier II TechnicianPOSITION REQUIREMENTSRequired Clearance: TS/SCI with CI Poly (Must be Active)The Candidate must have 10 years of experience that can be a combination of work history and education. (This equates to a doctorate and 3 years, a master’s and 4 years, a bachelor’s and 6 years, an associates and 8 years or a HS...

  • Tier II Technician

    1 month ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionWe are currently seeking a Tier II Technician to support the NRO’s computer data communications systems. In this role, you will be responsible for providing design specifications, testing, and inspections for computer networks, planning and implementing upgrades, as well as analyzing and organizing corresponding hardware and...

  • Tier II Technician

    4 weeks ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionWe are currently seeking a Tier II Technician to support the NRO’s computer data communications systems. In this role, you will be responsible for providing design specifications, testing, and inspections for computer networks, planning and implementing upgrades, as well as analyzing and organizing corresponding hardware and...

  • Tier 2 Technician

    1 month ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionWe have an opening for a Tier II Network Technician to support the Intelligence community by providing technical support for the customer’s LAN and WAN across the enterprise.JOB DUTIES:The Tier 2 network field technician will play a vital role in supporting the installation and maintenance of the client’s LAN/WAN...

  • Tier 2 Technician

    4 weeks ago

    Chantilly, United States Dansources Technical Services Full time

    Job DescriptionJob DescriptionWe have an opening for a Tier II Network Technician to support the Intelligence community by providing technical support for the customer’s LAN and WAN across the enterprise.JOB DUTIES:The Tier 2 network field technician will play a vital role in supporting the installation and maintenance of the client’s LAN/WAN...

  • Help Desk

    5 days ago

    Chantilly, United States Progression Incorporated Full time

    Job DescriptionJob DescriptionHelp Desk Tier I&II (Mid) Chantilly, VAMUST: Active Top-Secret clearance is required 1 – 5 years of Help Desk Tier II experience1 – 5 years of installing, maintaining, repairing desktop operating systems1 – 5 years of troubleshooting business applications, desktop computer hardware, peripherals, and printers.Security +CE...

  • GNOC Tier II Incident Management Technician with Security Clearance

    1 month ago

    Chantilly, United States Dexian Signature Federal Full time

    Signature Federal Systems has an opening for a Government Network Operations Center (GNOC)/Network Operations Center (CNOC) Tier II Incident Management Technician to support the customer's computer data communications systems, in providing design specifications, testing and inspections for computer networks; plan and implementing upgrades; as well as,...

  • Service Desk Team Lead

    3 weeks ago

    Chantilly, United States Red River Full time

    Position Summary: - The Service Desk Team Lead (TL) will support a team of 5-10 service desk engineers as an active leader in the management of the 24x7 Service Operations Center, located in Chantilly, VA. In addition, the TL should be open, approachable and be able to engage with the engineers individually to understand how to effectively motivate. The TL...

  • Cyber Service Desk Specialist

    2 weeks ago

    Chantilly, United States Dhara Consulting Group Full time

    Today - Top Secret/SCI - Unspecified - Polygraph - IT - Security - Chantilly, VA** (ON-SITE/OFFICE)** - Cyber Service Desk Specialist Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Continental US - * What...

  • Help Desk Technician

    1 month ago

    Chantilly, United States General Dynamics Information Technology Full time

    We are GDIT. The people supporting and securingsome of the most complex government, defense,and intelligence projects across the country. Weensure today is safe and tomorrow is smarter. Ourwork has meaning and impact on the world aroundus, but also on us, and that's important.GDIT is your place. You make it your own byembracing autonomy, seizing opportunity,...