Hybrid Systems Support Engineer I - Windows, Azure & 365

Red River; Chantilly (VA); Hybrid; USD 34,000 - 51,000; Full time

Job summary

Red River is seeking a Systems Support Engineer I for a hybrid role based in Chantilly, VA. You will handle calls and tickets, triage Microsoft 365/AD issues, and provide first-level desktop/laptop support across varied client environments.

The role emphasizes empathy, strong communication, data-driven decision making, and collaboration to resolve issues quickly and build long-term client relationships.

Qualifications

• Must be a U.S. citizen and able to provide citizenship or naturalization documentation.
• Minimum of 3 years of IT experience.
• Associate degree in Information Technology, Computer Science, or a related field (or equivalent).
• Experience diagnosing and resolving technical issues on end-user laptops (Windows and macOS).

Responsibilities

• Answer incoming support calls and tickets via ServiceNow in a prompt, professional manner.
• Deliver high-quality customer service with empathy and clear communication across phone, chat, or email.
• Troubleshoot end-user issues related to email, MFA, VPN, and account access in Microsoft 365 and hybrid AD.
• Provide first-level support for desktop/laptop issues, including software errors and printer problems.
• Resolve basic network and connectivity problems such as remote access, shared drives, Wi-Fi, and cloud apps.
• Follow KBAs to diagnose and resolve issues and document steps taken.
• Manage queue independently and ensure timely updates and resolutions.
• Collaborate with teammates and leads to share info and improve service.
• Escalate recurring or unresolved issues to identify root causes and improve processes.
• Keep KBAs accurate and help create new ones when gaps are found.
• Attend team meetings and training to stay aligned with client needs.

Skills

Collaboration

Creativity

Empathy

Integrity

Judgment

Purpose

Resilience

Selflessness

Education

Associate degree in IT/CS/related field

Job description

Red River is seeking a Systems Support Engineer I for a hybrid role based in Chantilly, VA. You will handle calls and tickets, triage Microsoft 365/AD issues, and provide first-level desktop/laptop support across varied client environments.

The role emphasizes empathy, strong communication, data-driven decision making, and collaboration to resolve issues quickly and build long-term client relationships.