Service Desk Technician Tier 1 (Secret Clearance Required) - M-F 730AM-330PM
for section headings.
Responsibilities: The list of tasks under "Primary Position Tasks:" and other bullet-like sentences. We'll extract responsibilities.
Requirements: Minimum Education/Certification/Experience Requirements.
Qualifications: Preferred Education/Certification/Experience.
Skills: Knowledge, Skills and Abilities list.
Benefits: "Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here." That's mention of benefits but not specifics. It says "excellent benefits" but no detail. Should we include Benefits section? The rule: include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Here they say "excellent benefits" but not specific. That's vague; maybe not specific enough. However they also say "competitive salary". That's also vague. The rule says do not create Benefits unless posting actually states them. It does state "excellent benefits" but not specifics. Might be considered filler. Safer to omit Benefits, Pay, Schedule sections.
Schedule: They mention "This role supports the Monday-Friday shift from 730AM-330PM". That's specific schedule. So we can include Schedule section.
Pay: They mention "competitive salary" but not specific number. That's vague; maybe omit Pay.
Thus sections: About the role (company description), Responsibilities, Requirements (minimum), Qualifications (preferred), Skills (knowledge, skills and abilities), Schedule.
We need to use - for any list of duties/requirements/benefits. For prose use
.
We must preserve all substantive information; do not invent or summarize away detail. Must not repeat job title as heading. No Job ID etc.
We need to extract details precisely.
Let's parse the posting.
Company description paragraph: "At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression. Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely. Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful."
That's a long paragraph describing ideal candidate skills. Might be better placed under Skills or Requirements? It's describing ideal candidate skills. Could be part of Skills section. But we also have a separate "Knowledge, Skills and Abilities:" list later. So we could combine.
But we need to preserve all substantive information. We'll include that description as prose under maybe "About the role" or "Ideal candidate attributes". However the instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can put the company culture description under About the role. Then the list of ideal candidate skills (Collaboration, Creativity, etc.) could go under Skills as a list.
But we also have separate "Knowledge, Skills and Abilities:" list with technical skills. So Skills section could contain both the behavioral traits and technical knowledge.
We need to decide structure: maybe About the role: company description paragraph. Responsibilities: list of primary position tasks. Requirements: minimum education/certification/experience. Qualifications: preferred education/certification/experience. Skills: list of behavioral traits (Collaboration etc.) plus Knowledge, Skills and Abilities (technical). Schedule: Monday-Friday shift 7:30AM-3:30PM.
We must not repeat job title as heading. No extra.
Now extract responsibilities:
From "Primary Position Tasks:" list:
- 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.
- Act as a mentor to Level 1 Customer Service Representatives.
- Responsibilities aligned with managing area of your team tier alignment
- Provide after hours on call support as required
- Other business duties as assigned
We need to preserve all. We'll put each as
- .
Now Minimum Education/Certification/Experience Requirements:
"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
An active SECRET clearance"
We'll list as
- .
Preferred Education/Certification/Experience:
"Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
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"
We'll list.
Knowledge, Skills and Abilities list:
"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"
We'll list as
- .
Now Schedule: "This role supports the Monday-Friday shift from 730AM-330PM". We'll put as
maybe.
Now About the role: The initial paragraph about company culture and also the list of ideal candidate skills (Collaboration etc.)? Actually the list of Collaboration etc. appears after "Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:" That's a list of behavioral traits. We could put that under Skills as a list.
Thus About the role: just the initial company description paragraph up to "Interested candidates must possess a desire for growth through continuous learning and feedback." Actually that sentence leads into the ideal candidate skills list. We could include that sentence in About the role as prose, then the list under Skills.
Let's extract the company description paragraph up to that point:
"At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback."
That's the prose.
Now the list of Collaboration etc. starts after that sentence. We'll put under Skills.
Now we need to ensure we don't duplicate content. The Skills section will include both the behavioral traits list and the Knowledge, Skills and Abilities list. Could combine into one list but maybe better to separate with subheadings? But we only allowed
. We must preserve all substantive information; do not invent or summarize away detail. Must not repeat job title as heading. No Job ID etc. We need to extract details precisely. Let's parse the posting. Company description paragraph: "At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.Creativity— You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression. Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely. Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.Purpose— You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful." That's a long paragraph describing ideal candidate skills. Might be better placed under Skills or Requirements? It's describing ideal candidate skills. Could be part of Skills section. But we also have a separate "Knowledge, Skills and Abilities:" list later. So we could combine. But we need to preserve all substantive information. We'll include that description as prose under maybe "About the role" or "Ideal candidate attributes". However the instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can put the company culture description under About the role. Then the list of ideal candidate skills (Collaboration, Creativity, etc.) could go under Skills as a list. But we also have separate "Knowledge, Skills and Abilities:" list with technical skills. So Skills section could contain both the behavioral traits and technical knowledge. We need to decide structure: maybe About the role: company description paragraph. Responsibilities: list of primary position tasks. Requirements: minimum education/certification/experience. Qualifications: preferred education/certification/experience. Skills: list of behavioral traits (Collaboration etc.) plus Knowledge, Skills and Abilities (technical). Schedule: Monday-Friday shift 7:30AM-3:30PM. We must not repeat job title as heading. No extra. Now extract responsibilities: From "Primary Position Tasks:" list: - 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. - Act as a mentor to Level 1 Customer Service Representatives. - Responsibilities aligned with managing area of your team tier alignment - Provide after hours on call support as required - Other business duties as assigned We need to preserve all. We'll put each as
maybe. Now About the role: The initial paragraph about company culture and also the list of ideal candidate skills (Collaboration etc.)? Actually the list of Collaboration etc. appears after "Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:" That's a list of behavioral traits. We could put that under Skills as a list. Thus About the role: just the initial company description paragraph up to "Interested candidates must possess a desire for growth through continuous learning and feedback." Actually that sentence leads into the ideal candidate skills list. We could include that sentence in About the role as prose, then the list under Skills. Let's extract the company description paragraph up to that point: "At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback." That's the prose. Now the list of Collaboration etc. starts after that sentence. We'll put under Skills. Now we need to ensure we don't duplicate content. The Skills section will include both the behavioral traits list and the Knowledge, Skills and Abilities list. Could combine into one list but maybe better to separate with subheadings? But we only allowed