Service Desk Technician Tier 1 (Secret Clearance Required) - M-F 10AM-6PM

About the Role

We are looking for a Tier 1 Technician with an active Secret clearance to join our growing team. This role is primarily responsible for working on a team at the Service Desk, handling technical support requests directly from customers, and escalating issues as needed. The ideal candidate will maintain user uptime, improve computing experiences, and deliver exceptional customer service to enhance our organization's perception with existing clients.

Responsibilities

• Email administration, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues.
• Maintain standards and documentation as products and technologies evolve.
• Accept customer calls, alerts, and escalations from the Level 1 operations team within specified timeframes.
• Follow troubleshooting Standard Operating Procedures (SOPs).
• Act as the point of contact for customer incidents reported via telephone, email, and remote monitoring tools, ensuring all processes and standards are followed.
• Perform system analysis to consult with end users and determine hardware and software system functional specifications.
• Meet/exceed customer account needs and identify opportunities to enhance service delivery.
• Engage in IT certification programs to develop subject matter expertise.
• Maintain accuracy of reports, audits, and client documentation, ensuring timely and concise log entries in the ticketing system.
• Keep customers informed of progress on their issues and provide periodic updates.
• Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
• Stay current on new releases, updates, and changes to Customer Run Book content.
• Pursue ongoing training and development opportunities to advance skill sets.
• Act as a mentor to Level 1 Customer Service Representatives.
• Provide after-hours on-call support as required.

Requirements

• Minimum 1 year of IT experience with Windows administration and management of Active Directory, DHCP, DNS, and Group Policy.
• High-level experience and knowledge of Windows and Mac operating systems.
• An active SECRET clearance.
• U.S. Citizenship required.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or other technical field (desired).
• Desired certifications: CompTIA A+, Network+, or Microsoft MCSA.
• Previous experience in a fast-paced consulting or MSP environment (a plus).
• Basic domain functionality experience with Active Directory, Group Policy, DNS, and DHCP.
• Experience with desktop operating systems.
• Basic knowledge of Backup Solutions, Remote Desktop Services, VPN, and core network components.
• Basic virtualization administration and architecture knowledge.

Skills

• Strong motivation to learn new technologies and management processes.
• Proven ability to utilize CRM data, product documentation, and other resources to resolve client technical issues.
• IT hardware/software knowledge in Windows and Unix/Linux-based environments.
• Strong understanding of hardware and software compatibility, installation, and configuration.
• Working knowledge of servers (physical and virtual), enterprise backup applications, SAN, and network infrastructure.
• Strong consulting and communication skills.
• Ability to work in a team-based environment and as a self-starter with good time management skills.

Benefits

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