Help Desk Technician I
: Job Details :

Tier 1 Technician

We are looking for a Tier 1 Technician to join our growing team! The Tier 1 Technician is primarily responsible for handling technical support requests directly from customers and escalating to Tier 2 members as needed. Our technicians are responsible for maintaining user uptime and improving their computing experiences through problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service. This role will operate during Day Shift (8:00AM-4:30PM, Monday-Friday). This position is on site 4 days on site and 1 remote day.

Primary Position Tasks:

• Accept customer calls/alerts and escalate to Tier 2 team members as needed within specified timeframes.
• Act as the point of contact for customer incidents reported via multiple channels including phone, chat, email, and web portal ensuring all processes and agreed upon standards are followed.
• Follow troubleshooting using Standards Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
• Notify and escalate potential areas for improvement in SOPs to Tier 2 or leadership.
• 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.
• Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues.
• Work independently with a focused direction while adding value and contributing to overall team performance.
• Other business duties as assigned.

Minimum Education/Certification/Experience Requirements:

• Minimum 1-3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
• IT hardware/software knowledge with previous experience using Windows, MacOS, as well as mobile devices (iOS, Android)
• Previous Experience in a fast-paced consulting or MSP (Managed Service Provider) environment as plus

Preferred Education/Certification/Experience:

• Bachelor's degree desired, Information Technology, Engineering or other technical degree or equivalent experience
• Desired certifications: CompTIA A+, Network+, OR Microsoft MCSE certifications, MS Azure Administrator, MS-900: Microsoft 365 Fundamentals, MS-102: Microsoft 365 Administrator
• Previous Experience in a fast-paced consulting or MSP environment a plus

Knowledge, Skills, and Abilities:

• Excellent customer service, phone skills, and written communication skills.
• Demonstrated ability to understand and prioritize customer needs.
• Proficiency in delivering exceptional customer service in a high-paced, SLA-driven setting.
• Utilize excellent customer service skills to exceed customers' expectations.
• Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.
• 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.
• Ability to utilize SOPs and KBAs.
• Basic knowledge of backup solutions.
• Basic knowledge of remote management tools (Ex: TeamViewer, ScreenConnect, RDP).
• Basic knowledge of troubleshooting Remote Desktop Services and VPN.
• Basic knowledge of virtualization.

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).

Red 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 Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact ...@redriver.com.

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.

Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as Company , we , our or us ) may collect about you, how this information may be used by Company, your privacy rights and the Company's obligations in accordance with California Consumer Privacy Act of 2018 ( CCPA ) and the California Privacy Rights Act of 2020 ( CPRA ).

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. Red River serves organizations well beyond traditional technology integration, with more than 20 years experience in security, networking, analytics, collaboration, mobility and cloud solutions. Our operations, support, sales and technical teams all work together to create a positive impact on citizens, soldiers, consumers and employees. That's what it means to Rock the Red. Are you ready? We work with purpose, looking to disrupt the status quo in meaningful ways. We act with integrity, showing respect for all and demonstrating our commitment to ethics. We value collaboration and work as a team to accomplish goals. We elevate creativity, and support curiosity to re-imagine the use of technology. We have a strong work ethic, and seek continuous improvement in all we do. We embrace philanthropy, working together to drive positive change and lasting impact within communities around us.