Secret-Cleared Service Desk Tech (Tier 1)

Red River; Chantilly (VA); On-site; USD 60,000 - 75,000; Full time

Job summary

Red River is seeking a Tier 1 Technician with an active SECRET clearance to join our service desk team in Chantilly, VA. You will handle first-line IT support requests, manage user accounts, and escalate as needed while maintaining SOPs and tight SLA adherence.

The role emphasizes teamwork, continuous learning, and delivering exceptional customer service across Windows and Mac environments, with on-going exposure to IT certifications and on-site support.

Qualifications

• Minimum 1 year IT experience with Windows administration and management of Active Directory, DHCP, DNS, Group Policy.
• High level experience and knowledge of Windows and Mac operating systems.
• An active SECRET clearance.
• Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
• Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
• 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
• IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments
• Strong understanding of hardware and software compatibility, installation, and configuration
• Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN, and network infrastructure
• Strong consulting 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

Responsibilities

• 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 Level 1 operations team within specified timeframes.
• Follow trouble shooting 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.
• Perform system analysis techniques to consult with end users and determine 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 independently with a focused direction while adding value and contributing to overall team performance.
• Maintain accuracy of all reports/audits and client documentation; ensure log entries in ticketing system meet SLAs.
• Maintain case ownership and keep customers informed of progress with updates.
• Escalate potential areas for improvement to SOPs to team leadership.
• Keep current on new releases and changes to Customer Run Book content
• Continually pursue ongoing training and development opportunities
• Mentor Level 1 Customer Service Representatives
• Provide after hours on-call support as required
• Other business duties as assigned

Job description

Red River is seeking a Tier 1 Technician with an active SECRET clearance to join our service desk team in Chantilly, VA. You will handle first-line IT support requests, manage user accounts, and escalate as needed while maintaining SOPs and tight SLA adherence.

The role emphasizes teamwork, continuous learning, and delivering exceptional customer service across Windows and Mac environments, with on-going exposure to IT certifications and on-site support.