Tier 1 IT Support Specialist

Red River Computer Co; Chantilly (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Red River Managed Services in Chantilly, VA is seeking a Tier 1 Technician to provide frontline IT support and escalate to Tier 2 as needed. The role focuses on maintaining user uptime, resolving issues from calls, chat, and email, and following SOPs and knowledge bases.

You will manage basic user accounts, password resets, and access issues while collaborating with teams to improve SOPs and service delivery. This position offers weekday hours and a customer-centric, collaborative culture.

Qualifications

• 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.
• Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.

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 SOPs and 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.
• 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.

Skills

Customer service

Communication

Team collaboration

Time management

SOPs

Self-starter

Education

Bachelor's degree in IT or related field

CompTIA A+

CompTIA Network+

MCSE / Microsoft certifications

MS Azure Administrator

MS-900 Fundamentals

MS-102 Administrator

Tools

Active Directory

DHCP

DNS

Group Policy

Windows

MacOS

RDP / Remote tools

Job description

Red River Managed Services in Chantilly, VA is seeking a Tier 1 Technician to provide frontline IT support and escalate to Tier 2 as needed. The role focuses on maintaining user uptime, resolving issues from calls, chat, and email, and following SOPs and knowledge bases.

You will manage basic user accounts, password resets, and access issues while collaborating with teams to improve SOPs and service delivery. This position offers weekday hours and a customer-centric, collaborative culture.