Red River
Systems Support Engineer I (Sun-Thurs 8:30 to 5:00)
Red River, Chantilly, Virginia, United States, 22021
Systems Support Engineer I - Service Desk
The Systems Support Engineer I is primarily responsible for working on a team at the Red River Service Desk at our HQ location in Chantilly, VA. This position will handle customer technical support requests and escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective troubleshooting, problem identification, and resolution activities, as well as growing and developing the organization’s perception of existing customers through exceptional customer service. Candidates must be energetic and focused, motivated to learn new technologies and management and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources, and the ability to deliver superior customer service.
Essential Duties and Responsibilities
Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets
Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.
Utilize ITIL best practices to enhance and optimize the services provided to end users.
High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac
Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels
Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams
Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge
Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix
Basic understanding of core network components
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Other business duties as assigned
Minimum Education/Certification/Experience Requirements:
Minimum one year of IT experience with IT administration and support experience with Windows desktop administration and management of Active Directory, DHCP, DNS, Office365, and Intune
Preferred Education/Certification/Experience:
Previous Experience in a fast-paced help desk or MSP environment
Bachelor’s degree in a technical field
Desired certifications:
CompTIA A+, Network+, OR Microsoft MCSA certifications
MS-900: Microsoft 365 Fundamentals
MS-102: Microsoft 365 Administrator
Additionally, an ideal candidate will possess:
Strong troubleshooting 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
Strong ability to manage their ticket queue in tandem with taking client phone calls
Basic Qualifications:
U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings
here (https://redriver.com/wp-content/uploads/2023/12/Benefits-At-a-Glance-2024-1.pdf)
. If you are ready to join a growing company, please submit your resume and cover letter (optional).
EOE M/F/DISABLED/Vet
Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.
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.
Don't see a job you want to apply for? Click '
Get Started
' below to send us your resume so we can reach out for future openings!
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
The Systems Support Engineer I is primarily responsible for working on a team at the Red River Service Desk at our HQ location in Chantilly, VA. This position will handle customer technical support requests and escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective troubleshooting, problem identification, and resolution activities, as well as growing and developing the organization’s perception of existing customers through exceptional customer service. Candidates must be energetic and focused, motivated to learn new technologies and management and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources, and the ability to deliver superior customer service.
Essential Duties and Responsibilities
Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets
Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.
Utilize ITIL best practices to enhance and optimize the services provided to end users.
High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac
Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels
Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams
Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge
Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix
Basic understanding of core network components
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Other business duties as assigned
Minimum Education/Certification/Experience Requirements:
Minimum one year of IT experience with IT administration and support experience with Windows desktop administration and management of Active Directory, DHCP, DNS, Office365, and Intune
Preferred Education/Certification/Experience:
Previous Experience in a fast-paced help desk or MSP environment
Bachelor’s degree in a technical field
Desired certifications:
CompTIA A+, Network+, OR Microsoft MCSA certifications
MS-900: Microsoft 365 Fundamentals
MS-102: Microsoft 365 Administrator
Additionally, an ideal candidate will possess:
Strong troubleshooting 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
Strong ability to manage their ticket queue in tandem with taking client phone calls
Basic Qualifications:
U.S. Citizenship Required
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings
here (https://redriver.com/wp-content/uploads/2023/12/Benefits-At-a-Glance-2024-1.pdf)
. If you are ready to join a growing company, please submit your resume and cover letter (optional).
EOE M/F/DISABLED/Vet
Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.
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.
Don't see a job you want to apply for? Click '
Get Started
' below to send us your resume so we can reach out for future openings!
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