Help Desk Technician I

Red River Computer Company - Chantilly, VA

Full-time - Entry Level

Chantilly, VA

Professional, Scientific, and Technical Services

About the position

The Help Desk Technician I at Red River Managed Services is responsible for providing technical support to customers, primarily handling requests and incidents while ensuring user uptime and enhancing their computing experiences. This role emphasizes exceptional customer service, collaboration, and a commitment to continuous improvement in a fast-paced environment. The technician will work the Sun-Tues 6PM-630AM shift and will escalate issues to Tier 2 team members as necessary.

Responsibilities

• 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.

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).
• 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.
• Strong ability to collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.

Nice-to-haves

• 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.

Benefits

• Competitive salary
• Excellent benefits
• Exceptional work environment