Service Desk Technician II (Secret Clearance)

About the role

Red River Managed Services seeks a Service Desk Technician II with an active Secret clearance to join our growing team. This position will work onsite with one of our clients in the Lexington, MA area, handling technical support requests directly from our customers and escalating from other team members.

Responsibilities

• Maintain user uptime and improve computing experiences through effective maintenance, problem identification, and resolution activities.
• Grow and develop the organization's perception with the customer through exceptional customer service.
• Support the maintenance and management of Windows administration and support for Active Directory, DHCP, DNS, and Group Policy.
• Manage email administration, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues.
• Troubleshoot Windows and Mac OS related issues at hardware and software levels, as well as Remote Desktop Services and VPN (SSL and IPSec).
• Troubleshoot Office365 products (Exchange/Sharepoint/Onedrive/Teams) using GUI and PowerShell.
• Manage MS Intune MDM configurations, compliance policies, and app protection for various device types.
• Handle ticketing system/SLA activities, particularly with ServiceNow.
• Implement and maintain backup solutions like Veeam.
• Ensure adherence to core network components and troubleshoot issues.
• Document and maintain standards as products and technologies evolve.
• Provide iPhone/iOS troubleshooting and configuration assistance.
• Perform other business duties as assigned.

Requirements

• Minimum 3 years of IT (5 years preferred) experience with IT administration and support.
• Previous experience in a fast-paced consulting or MSP environment.
• Active SECRET clearance required.
• Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation, Knowledge, Skills and Abilities.
• High level knowledge of supporting/managing/imaging OS products/devices, Windows/Office365 on Mac experience preferred, MDM experience with WorkspaceOne and JAMF preferred.
• Experience with imaging process/deployment of workstations, email administration, and troubleshooting.
• Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP.
• Strong troubleshooting abilities for Windows and Mac OS related issues, Remote Desktop Services, and Office365 products.
• Intermediate knowledge of Backup Solutions (Veeam preferred).
• Basic understanding of core network components & troubleshooting.
• Strong consulting and communication skills.
• Confidence and experience in front of clients.
• Ability to work in a team-based environment.
• Good time management skills.

Qualifications

• U.S. Citizenship Required.

Benefits

Red River offers a competitive salary, excellent benefits, and an exceptional work environment. Learn more about our benefits here.

Pay

Competitive salary.

Schedule

Office position requiring multiple hours of stationary work per day.

Skills

• Collaboration
• Creativity
• Empathy
• Judgment
• Purpose
• Resilience
• Selflessness

Benefits

Details on benefits can be found here.