Full-Time

Help Desk Technician

Confirmed live in the last 24 hours

Red River

Red River

501-1,000 employees

No salary listed

Entry, Junior

Company Does Not Provide H1B Sponsorship

Chantilly, VA, USA

US Citizenship Required

Category
IT Support
IT & Security
Required Skills
Customer Service
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.
  • Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
  • Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
  • High level experience and knowledge of Windows and Mac operating systems
Responsibilities
  • Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment)
  • Strong ability for communication and collaboration in a high activity and fast paced environment.
  • Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
  • Maintaining standards and documentation on an ongoing basis as products and technologies evolve
  • Accept customer calls, alerts, and escalations from the NOC engineers
  • Follow trouble shooting Standards Operating Procedures (SOPs)
  • Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
  • Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.
  • Engage in IT certification programs to develop subject matter expertise
  • Work with NOC team with a focused direction on calls and SLA management while adding value and contributing to overall team performance.
  • Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
  • Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
  • Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
  • Keep current on new releases, updates, and changes to Customer Run Book content
  • Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
  • Maintain clear understanding of the interdependencies that problem, change, and configuration managements processes have on good incidents management practices.
  • Other business duties as assigned
Desired Qualifications
  • Previous Experience in a fast-paced consulting or MSP environment as plus
  • Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP
  • Experience with desktop operating systems

Company Size

501-1,000

Company Stage

N/A

Total Funding

N/A

Headquarters

Claremont, California

Founded

1995

Simplify Jobs

Simplify's Take

What believers are saying

  • Appointment of Concetta Yates could lead to innovative AI solutions and competitive advantage.
  • Leadership changes, including Brent Pugh as CFO, may drive financial growth and stability.
  • Promotion of Sara Siddiqui emphasizes strategic alliances, potentially leading to new business opportunities.

What critics are saying

  • Increased competition in AI and data analytics could dilute Red River's market share.
  • Potential challenges in integrating new leadership roles may lead to internal conflicts.
  • Economic instability in Vietnam could impact the strategic partnership with ISDNP.

What makes Red River unique

  • Red River's focus on AI and data analytics sets it apart in technology transformation.
  • Strategic partnerships with Blue Ridge Networks and ISDNP enhance service offerings and market reach.
  • Recognition as Zscaler Public Sector Partner of the Year highlights strong cybersecurity capabilities.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Professional Development Budget

Wellness Program

Company News

GovCon Wire
Oct 21st, 2024
Jessica Hersey Takes on Business Development SVP Role at Red River's Government Technologies

Jessica Hersey has joined Red River as senior vice president of business development for government technology services.

Asia Featured
Sep 24th, 2024
ISDNP Enters Strategic Partnership with Vietnam's Red River Group through MOU

ISDNP enters strategic partnership with Vietnam's Red River Group through MOU.

PR Newswire
Sep 3rd, 2024
Blue Ridge Networks, Inc. Announces Strategic Partnership Expansion with Red River

Blue Ridge Networks, Inc. announces strategic partnership expansion with Red River.

GovCon Wire
Aug 21st, 2024
James Matney Joins Red River as Government Technology Services Unit CTO

James Matney joins Red River as government technology services unit CTO.

CityBiz
Jun 27th, 2024
Red River Promotes Sara Siddiqui to Vice President of Strategic Partnerships

Red River promotes Sara Siddiqui to Vice President of Strategic Partnerships.