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

About the role

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
• Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications
• Exercising 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

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

Qualifications

• U.S. Citizenship Required

Benefits

We offer a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here.