Tools Engineer I

We are seeking an IT technical support engineer who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support for requests or issues related to various tools used by the Red River Managed Services organization. These tools include but not limited to Kaseya, LogicMonitor, and Delinea Secret Server. Respond to internal teams in person, over the phone, or via e-mail using IT ticketing system.

Primary Position Tasks: Listing of the primary tasks the position will be responsible for

• Serve as the first point of contact for various teams seeking technical assistance with company managed Tools

• Diagnose, research and resolve tier 1 technical issues related to Tools

• Follow documented operating procedures for administration and common issues

• Provide password and multi-factor authentication resets

• Create and update documentation

• Consult and collaborate with functional and technical staff, as well as external entities, to meet organizational goals and objectives

• Direct unresolved issues to the next level of support personnel

• Identify and escalate situations requiring urgent attention

• Maintain the highest possible level of customer service

• Other business duties as assigned

Minimum Education/Certification/Experience Requirements:

• Associate's degree or 1 years of helpdesk work experience, required

• Strong customer support skills

• Excellent written and verbal communication skills

• Problem-solving ability to diagnose and resolve basic technical issues

• Demonstrates eagerness to learn and flexible with the ability to multi-task.

Preferred Education/Certification/Experience:

• Basic experience with the following technologies:

• Experience using RMM/NMM solutions such as Kaseya VSA, Science Logic, Logic Monitor

• Understanding of communication protocols for monitoring tools (SNMP, WMI, API etc)

• Some understanding of networking and Windows infrastructure

• Some experience in privileged access management (PAM) solutions such as Secret Server

Knowledge, Skills and Abilities:

• Ability to understand customer and internal needs and translate requirements into technology solutions and think "outside the box" for new and creative solutions

• Adept at understanding and supporting 24x7 infrastructure and business critical applications

• Capacity to work in a highly visible, fast paced environment, with minimal supervision and major responsibility

• Ability to work well in a team or individually

• Strong technical and problem-solving skills

• Exceptional interpersonal, communication, and organizational skills

Essential Elements (Mental; Physical; Equipment used):

Office or Remote Position : This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.

Special Requirements:

Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice.

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here ([ Link removed ] - Click here to apply to Tools Engineer I . 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.

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. Thats 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