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.
Systems Support Engineer I - Service Desk
The Systems Support Engineer I is primarily responsible for working on a team at the Red River Service Desk at our HQ location in Chantilly, VA. This position will handle customer technical support requests and escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective troubleshooting, problem identification, and resolution activities, as well as growing and developing the organization’s perception of existing customers through exceptional customer service. Candidates must be energetic and focused, motivated 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.
Essential Duties and Responsibilities
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Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets
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Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.
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Utilize ITIL best practices to enhance and optimize the services provided to end users.
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High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac
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Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels
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Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
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Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams
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Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
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Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge
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Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
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Basic knowledge of Backup Solutions
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Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix
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Basic understanding of core network components
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Maintaining standards and documentation on an ongoing basis as products and technologies evolve
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Other business duties as assigned
Minimum Education/Certification/Experience Requirements:
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Minimum one year of IT experience with IT administration and support experience with Windows desktop administration and management of Active Directory, DHCP, DNS, Office365, and Intune
Preferred Education/Certification/Experience:
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Previous Experience in a fast-paced help desk or MSP environment
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Bachelor’s degree in a technical field
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Desired certifications:
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CompTIA A+, Network+, OR Microsoft MCSA certifications
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MS-900: Microsoft 365 Fundamentals
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MS-102: Microsoft 365 Administrator
Additionally, an ideal candidate will possess:
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Strong troubleshooting and communication skills
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Confidence and experience in front of clients
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Strong ability to work in a team-based environment
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Ability to be a self-starter and possess good time management skills
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Strong ability to manage their ticket queue in tandem with taking client phone calls
Basic Qualifications:
- U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (optional).
EOE M/F/DISABLED/Vet
Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.
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.
What We Do
Red River brings together the ideal combination of talent, partners and products to disrupt the status quo in technology and drive success for business and government in ways previously unattainable. Red River serves organizations well beyond traditional technology integration, bringing more than 20 years of experience and mission-critical expertise in security, networking, analytics, collaboration, mobility and cloud solutions. Learn more at redriver.com.
