Help Desk Technician
Red RiverRed River Managed Services seeks selfless, humble, and team-oriented people that are always willing to support the success of their colleagues over their own. We enjoy working with people that can make wise decisions relying on data, experience, and collaboration. We seek individuals who are open to giving and receiving feedback through a willingness to share learnings.
At Red River, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. We want people that embrace new ideas and are passionate about innovation and brainstorming better solutions. This, in turn, fosters a means to overcome self-doubt and respectfully challenge the status quo while pursuing a career of providing exceptional client service.
Red River breeds curiosity by providing a work environment that values listening with intent, an eagerness to learn, and respects others’ ideas while remaining humble about their own knowledge gaps. This translates into a client-centric culture that anticipates needs with an urgency to resolve issues and builds long-term client relationships.
To be part of our company, you must be capable of thriving in change with a passion for being challenged. Here are the characteristics of the perfect candidate for this role. If you are selected for interview within Red River, we ask that you come prepared to discuss how you embrace and reflect the following requirements:
- Selflessness — You are humble when searching for the best ideas; you seek what’s best for Red River; you discern how your actions could affect others; you seek to make those around you successful.
- Judgment — You do not make short term fixes that jeopardize long term solutions; you make wise decisions despite ambiguity relying on training, experience, and collaboration with others; you rely on data to inform your intuition and decisions.
- Candor — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.
- Creativity — You welcome new ideas; you are passionate and persistent in pursuit of better ways to do things and more innovative solutions; you value “brainstorming” as an expression.
- Courage — You overcome self-doubt and/or fear to always search for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
- Inclusion — You bring an attitude of “positive intent” and welcoming nature to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
- Curiosity — You listen intently and with a purpose to understand; you learn rapidly and eagerly; you are as interested in other people’s ideas as your own; you’re humble about what you don’t yet know.
- Empathy — You take the time to understand the client’s issue and perspective; you anticipate client needs, you address client needs effectively, you make them feel valued and understood; you work to foster loyalty and a long-term relationship.
- Resilience — You thrive in rapidly changing circumstances; you adapt easily to change; you can make fact-based decisions; you know when to include or escalate to others; you embrace a hard challenge.
This position is primarily responsible for working on a team within the NOC. This position will handle technical support requests directly from customers as well as escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. This position will also assist the NOC engineers with handling any kind of tasks related to network and infrastructure outages.
This role will support a 24/7 environment, only apply if you are willing to work in different shifts (mornings, evening and overnight). The official shift will be confirmed prior to a hiring decision being made.
Primary Position Tasks:
Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment)
Strong ability for communication and collaboration in a high activity and fast paced environment.
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 NOC engineers
Follow trouble shooting Standards Operating Procedures (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. This includes performing system analysis techniques to consult with end users and determining the 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 with NOC team with a focused direction on calls and SLA management while adding value and contributing to overall team performance.
Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
Keep current on new releases, updates, and changes to Customer Run Book content
Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
Maintain clear understanding of the interdependencies that problem, change, and configuration managements processes have on good incidents management practices.
Other business duties as assigned
Minimum Education/Certification/Experience Requirements:
Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
High level experience and knowledge of Windows and Mac operating systems
Preferred Education/Certification/Experience:
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
Knowledge, Skills and Abilities:
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting Remote Desktop Services and VPN
Basic understanding of core network components
Basic virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor
Candidates must be energetic and focused with a strong motivation 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.
Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues.
IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments
Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), 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
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. 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.