Job Details
We are looking for a Tier 1 Technician to join our growing on-site team at our HQ located in Chantilly, VA! 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.
There are several shifts available, ONLY apply if you are open to supporting. a 24/7 Service Desk operation.
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.
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/VetRed 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.