Tier 1 IT Support Engineer - 24/7 Service Desk

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

Job summary

Red River is seeking a Tier 1 Service Desk Engineer in Chantilly, VA. You will be the first point of contact for Managed Services customers, providing prompt, professional support across multiple clients and platforms.

The role requires flexibility for a Fri–Mon shift (10:00 AM – 8:30 PM), strong customer service, and adherence to KBAs and SLAs in an SLA-driven environment. This is a hands-on, team-based role with growth opportunities in IT support and incident management.

Qualifications

• Ideal candidates will bring a collaborative spirit to interactions and support a one-team environment.
• Creative mindset with openness to new ideas and problem-solving.
• Empathy for clients and team members, fostering loyalty and long-term relationships.
• Integrity in giving/receiving feedback and openness about improvements.
• Judgment to make data-driven decisions and seek long-term solutions.
• Purpose-driven approach to truth-seeking and challenging the status quo.
• Resilience to adapt to rapid changes and complex situations.
• Selflessness to support the team and company goals.

Responsibilities

• Manage inbound call and ticket volume with professionalism and adherence to service standards.
• Monitor ticket queues to meet response and resolution SLAs.
• Provide Tier 1 troubleshooting for Windows workstations, applications, and hardware across multiple client environments.
• Follow client KBAs and procedures; escalate when needed.
• Document clear ticket notes with troubleshooting steps and outcomes.
• Escalate issues outside Tier 1 scope per procedures.
• Deliver excellent customer service and meet KPIs including SLA, ticket quality, and attendance.
• Support incident response and basic NOC duties, including alert triage and Sev-1 incident handling.

Skills

Collaboration

Creativity

Empathy

Integrity

Judgment

Purpose

Resilience

Selflessness

Tools

ITSM platforms

Ticketing systems

Job description

Red River is seeking a Tier 1 Service Desk Engineer in Chantilly, VA. You will be the first point of contact for Managed Services customers, providing prompt, professional support across multiple clients and platforms.

The role requires flexibility for a Fri–Mon shift (10:00 AM – 8:30 PM), strong customer service, and adherence to KBAs and SLAs in an SLA-driven environment. This is a hands-on, team-based role with growth opportunities in IT support and incident management.