Help Desk Technician I - Overnight Shift (11pm - 9:30am); Fri - Mon - SECRET CLEARANCE REQUIRED

Red River

  • Chantilly, VA
  • Permanent
  • Full-time
  • 15 days ago
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.
Does this resonate with you? As one of the rapidly expanding Managed Services Companies in the nation, we are eager to bolster our team with exceptional talent. With offices throughout the U.S. and guided by some of the most accomplished leaders in the field, we excel in assisting organizations in overcoming intricate IT obstacles, regardless of their location. It is undoubtedly a dynamic setting where we collaboratively confront our customers' challenges head-on and ensure they stay ahead of the ever-evolving technological landscape! Come delve into one of the many opportunities we offer.How will you contribute to making an impact? The Helpdesk Technician I have the responsibility of ensuring continuous user functionality and enhancing their computing experience through efficient remote monitoring, maintenance, and proficient identification and resolution of issues. Additionally, they play a vital role in bolstering the organization's reputation with existing clients by providing exceptional customer service. Ideal candidates should exhibit enthusiasm, focus, and a keen eagerness to grasp modern technologies, as well as adeptness in management and maintenance processes. This facet of the role demands dedication, persistence, resourceful utilization, and a level of customer service akin to that of a superhero in a blockbuster movie.This role will operate on the Overnight Shift (11pm - 9:30am); Fri - Mon.You will be tasked to:
  • Provide first level of technical support in call center, while providing strong customer service.
  • Address tickets related to access, hardware, software, or network including but not limited to password resets, upgrades, installations, printer configuration, or break-fix items
  • Support NOC team with Incident management including troubleshooting, vendor support, or customer communication.
  • Resolve tickets effectively and efficiently or escalate them to appropriate support tier.
  • Utilize ITIL best practices to enhance and optimize the services provided to end users
  • Utilize excellent customer service skills to exceed customers' expectations.
  • Adhere to company & customer policies, procedures, and quality standards to ensure consistent delivery of exceptional service
  • Ensure proper documentation internally and externally.
  • Recommend procedure modifications or improvements to upper management.
  • Collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.
  • Foster a positive and supportive team environment.
  • Other duties as assigned.
Success in this position will be achieved if you possess:
  • Proficiency in delivering exceptional customer service in a high-paced, SLA-driven setting.
  • Fundamental knowledge of identifying and troubleshooting end-user issues.
  • Fundamental knowledge of Windows, Active Directory, O365, Azure, AWS, Anti-Virus, and Back-Up solutions.
  • Organizational skills to manage multiple customer issues to ensure the fastest resolution.
  • Capability to be meticulous in documentation and to strictly adhere to customer policies and procedures.
  • Desire to learn and develop all necessary technical skillsets
  • Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.
Requirements
  • Must have a high school diploma or equivalency.
  • Must have an active SECRET security clearance.
Desired Experience:
  • Experience in dynamic and high-volume work environments
  • Experience in Helpdesk operations
  • Experience in Network Operation Center
Desired Education & Certifications:
  • Bachelor's degree in a relevant field
  • Accreditation in CompTIA A+
  • Accreditation in CompTIA Server+
  • ITIL Foundation certification
  • AWS Certified Cloud Practitioner
  • HDI Support Center Analyst
  • MS-900: Microsoft 365 Fundamentals
  • MS-102: Microsoft 365 Administrator
Basic Qualifications:
  • U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).EOE M/F/DISABLED/VetRed River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact . PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.

Red River