Help Desk Technician I - Monday-Friday 8AM-430PM

Red River Computer Co; Chantilly, Northern (VA, KY); Hybrid; USD 52,000 - 74,000; Full time

Benefits offered by this job

Competitive salary and benefits

Job summary

Red River Managed Services in Chantilly, VA seeks a Tier1 Technician to handle technical support requests from customers, resolve issues, and escalate to Tier2 when needed. You will maintain user uptime and deliver exceptional service to build long-term client relationships.

The role supports Monday–Friday 8AM–4:30PM, requires 1–3 years IT experience, Windows administration, and strong communication. Bachelor's degree preferred; certifications like CompTIA A+ or Network+ are a plus.

Qualifications

• U.S. Citizenship required.
• 1–3 years IT experience with Windows administration.
• Experience in MSP/consulting environment preferred.
• Bachelor’s degree in IT, engineering, or related field preferred.

Responsibilities

• Accept customer calls and escalate to Tier2 as needed.
• Serve as point of contact via phone, chat, email, and web portal.
• Follow SOPs and KBAs for troubleshooting.
• Notify potential improvements to SOPs to Tier2 or leadership.
• Maintain accurate, concise log entries and update customers.

Skills

Customer service

Communication

Time management

Team collaboration

Education

Bachelor's degree

Tools

TeamViewer

ScreenConnect

RDP

Active Directory

Job description

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.

Candidate Characteristics

• 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 statusquo, 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 elevate to others; you embrace a hard challenge.

Job Summary

The Tier1 Technician is primarily responsible for handling technical support requests directly from customers and escalating to Tier2 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 position will be supporting the Monday‑Friday 8AM‑4:30PM.

Primary Position Tasks

• Accept customer calls/alerts and escalite to Tier2 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 esketc potential areas for improvement in SOPs to Tier2 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

Desired 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.

Basic Qualifications

• U.S. Citizenship Required

Benefits and Salary

• Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here.

Equal Opportunity Employer Statement

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.

Accommodation for Applicants with Disabilities

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 American’s with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact [e-mail]. 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.

Application Policies

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.

Company Culture

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.

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"). https://redriver.com/wp-content/uploads/2023/08/CPRA-Notice-to-Employees-updated30.pdf https://www.dol.gov/agencies/ofccp/posters