Help Desk Technician I -Swing Shift - (3:45PM-12:15AM) Tues-Sat

The Help Desk Technician I is primarily responsible for working at our Chantilly, VA NOC. This position is responsible for maintaining infrastructure uptime and improving customers’ 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. Candidates must be energetic and focused with a strong motivation to learn modern technologies and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service. The NOC Engineer will work to resolve customer impacting network outages and critical client issues. This requires the candidate to be efficient with minimal supervision. Position is offering an hourly rate of $26-28/hr. Responsibilities: Monitor, analyze, and resolve network and system issues Provide comprehensive technical support services to the entire organization’s clientele Achieve First Time Response goals on all client (250 clients) critical issues Handling calls during business hours, and all support calls outside the hours of 8:30 AM – 5:00 PM Mon-Fri Prioritizing, troubleshooting, and escalating issues that have SLAs (Service Level Agreements) that need to be met Complete assigned after hours customer tasks or maintenances Experience supporting PC hardware and software Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP Ability to assess, prioritize, respond, and escalate issues accordingly Follow documented procedures to record issue resolution to ensure client satisfaction Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment) Understand and work within established Service Level Agreements (SLA) to ensure timely response Provide high quality customer service and network related technical support with an emphasis on issue resolution and quality Troubleshooting issues in switches, routers, firewalls, and wireless solutions Basic level experience in managing virtualized platforms such as VMWare, AWS, Azure Must be comfortable with and troubleshooting Cisco network operation systems including IOS, ASA, and Wireless Continue to improve technical knowledge through on-going training and certifications Contribute with the continuous improvement progress of the NOC team Other duties as required Minimum Education/Certification/Experience Requirements: Minimum 6 - 12 months of IT support, monitoring, troubleshooting, analyzing experience with windows system or network support environment 6 months- 12 months of Customer Service  Previous experience in a fast-paced technical support environment. Preferred tools experience with ServiceNow, Autotask, ScienceLogic, LogicMonitor, Kaseya, Bomgar Preferred Education/Certification/Experience: Bachelor’s degree desired Desired Certifications: Network , CCNA, Microsoft Azure Administrator, MCSA: Office 365 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. 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

Salary : $26 - $0