Service Desk Technician Tier 1 (Secret Clearance Required) - M-F 7AM-3PM

About the role

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. The Tier 1 Technician is primarily responsible for working on a team at the Service Desk. This position will handle technical support requests directly from customers as well as escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service.

Responsibilities

• 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

Requirements

• Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DH