Service Desk Technician II

Red River Managed Services seeks selfless, humble, and team-oriented people that are always willing to support the success of their colleagues over their own. We enjoy working with people that can make wise decisions relying on data, experience, and collaboration. We seek individuals who are open to giving and receiving feedback through a willingness to share learnings.

At Red River, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. We want people that embrace new ideas and are passionate about innovation and brainstorming better solutions.  This, in turn, fosters a means to overcome self-doubt and respectfully challenge the status quo while pursuing a career of providing exceptional client service.

Red River breeds curiosity by providing a work environment that values listening with intent, an eagerness to learn, and respects others’ ideas while remaining humble about their own knowledge gaps. This translates into a client-centric culture that anticipates needs with an urgency to resolve issues and builds long-term client relationships.

To be part of our company, you must be capable of thriving in change with a passion for being challenged. Here are the characteristics of the perfect candidate for this role. If you are selected for interview within Red River, we ask that you come prepared to discuss how you embrace and reflect the following requirements:

• Selflessness — You are humble when searching for the best ideas; you seek what’s best for Red River; you discern how your actions could affect others; you seek to make those around you successful.

• Judgment — You do not make short term fixes that jeopardize long term solutions; you make wise decisions despite ambiguity relying on training, experience, and collaboration with others; you rely on data to inform your intuition and decisions.

• Candor — 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.

• Creativity — You welcome new ideas; you are passionate and persistent in pursuit of better ways to do things and more innovative solutions; you value “brainstorming” as an expression.

• Courage — You overcome self-doubt and/or fear to always search for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.

• Inclusion — You bring an attitude of “positive intent” and welcoming nature 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.

• Curiosity — You listen intently and with a purpose to understand; you learn rapidly and eagerly; you are as interested in other people’s ideas as your own; you’re humble about what you don’t yet know.

• Empathy—You take the time to understand the client’s issue and perspective; you anticipate client needs, you address client needs effectively, you make them feel valued and understood; you work to foster loyalty and a long-term relationship.

• Resilience — You thrive in rapidly changing circumstances; you adapt easily to change; you can make fact-based decisions; you know when to include or escalate to others; you embrace a hard challenge.

Red River is seeking a Service Desk Technician II with an active Secret clearance to join our growing team! This position will work onsite with one of our clients in the Lexington, MA area. This person will handle technical support requests directly from our customers, as well as escalation from other team members. 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 the customer through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies, management, and maintenance processes.

Minimum Education/Certification/Experience Requirements:

• Minimum 3 years of IT (5 years preferred) 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

Preferred Education/Certification/Experience:

• Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation,

Knowledge, Skills and Abilities:

• High level knowledge of supporting/managing/imaging OS products/devices
• Windows/Office365 on Mac experience preferred
• MDM experience with WorkspaceOne and JAMF preferred
• Experience with imaging process/deployment of workstations
• Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
• Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
• Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels
• Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
• Strong ability to troubleshoot Office365 products (Exchange/Sharepoint/Onedrive/Teams) using GUI and powershell
• Experience with MS Intune MDM including but not limited to configuration policies, compliance policies, and app protection for various device types
• Ticketing system/SLA experience (ServiceNow preferred)
• Intermediate knowledge of Backup Solutions (Veeam preferred)
• Basic understanding of core network components & troubleshooting
• Maintaining standards and documentation on an ongoing basis as products and technologies evolve
• Iphone/iOS troubleshooting/configuring
• Other business duties as assigned
• Strong consulting and communication skills
• Confidence and experience in front of client
• Strong ability to work in a team-based environment
• Ability to be a self-starter and possess good time management skills
• Strong ability to manage their ticket queue in tandem with taking client support phone calls

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.  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 [email protected]. 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.