Help Desk Technician I - Mon-Fri (6AM-230PM)

About the role

Red River Managed Services seeks selfless, humble, and team-oriented people that are always willing to support the success of their colleagues over their own. We enjoy working with people that can make wise decisions relying on data, experience, and collaboration. We seek individuals who are open to giving and receiving feedback through a willingness to share learnings.

Responsibilities

• 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.
• Maintain log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
• Ensure 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.

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

Qualifications

• U.S. Citizenship Required

Benefits

We are committed to providing a competitive salary, excellent benefits, and an exceptional work environment. Please review our benefit offerings here.

Pay

Competitive salary offered.

Schedule

The Tier 1 Technician will be supporting the Mon-Fri 6AM-230PM shift.