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 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. 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.
Primary Position Tasks: Listing of the primary tasks the position will be responsible for
Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLA’s to achieve performance targets
Ability to take inbound client phone calls from the call center and working with these end users to resolve issues.
Utilize ITIL best practices to enhance and optimize the services provided to end users
High level knowledge of supporting/managing desktop operating systems including Mac
Ability to troubleshoot Windows and Mac OS related issues at hardware and software levels
Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint and teams
Email Administration with basic level user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues
Basic virtualization Administration which may include rebooting virtual machines, resource allocation, basic architecture knowledge
Basic domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting common remote solutions such as RDP and Citrix
Basic understanding of core network components
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Other business duties as assigned
Minimum Education/Certification/Experience Requirements:
Minimum 1 year of IT experience with IT administration and support experience with Windows administration and management of Active Directory, DHCP, DNS, and Group Policy
Previous Experience in a fast-paced consulting or MSP environment as plus
Active SECRET clearance or the ability to obtain one
Preferred Education/Certification/Experience:
Bachelor’s degree desired
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
MS-900: Microsoft 365 Fundamentals
MS-900: Microsoft 365 Fundamentals
MS-102: Microsoft 365 Administrator
Knowledge, Skills and Abilities:
Strong consulting and communication skills
Confidence and experience in front of clients
Strong ability to collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.
Ability to be a self-starter and possess good time management skills
Essential Elements (Mental; Physical; Equipment used):
Be sure to list out physical requirements if the position includes being able to sit at a desk for a certain number of hours, lifting requirements, etc. Be specific. For example required to lift 20# boxes overhead, required to sit for periods of 2 -3 hours at a time.
Examples:
Desk Position: This position is an office position that requires remaining in a stationary position for multiple hours throughout the work day.
Office or Remote Position: This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.
Special Requirements:
Example: This position will operate from the location specified above, with up to (select one:) 25% / 50% / 75% travel to customer and partner sites.
Basic Qualifications:
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. 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.
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