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.    

This role will operate on the (Mon-Fri 830AM-5PM) shift.

Essential Duties and Responsibilities 

Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets  

Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.  This role will be expected to focus primarily on handling calls from our contact center volume and attempting to provide first-contact resolution of those 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 Windows and 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, Intune, and Teams  

Email Administration with essential 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   

Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP   

Basic knowledge of Backup Solutions    

Basic knowledge of troubleshooting standard 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 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:  

Previous Experience in a fast-paced help desk or MSP environment 

Bachelor’s degree in a technical field    

Desired certifications: 

CompTIA A+, Network+, OR Microsoft MCSA certifications  

MS-900: Microsoft 365 Fundamentals   

MS-102: Microsoft 365 Administrator    

Additionally, an ideal candidate will possess:  

Strong troubleshooting and communication skills  

Confidence and experience in front of clients  

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 phone calls  

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.