Compensation Range: $53,000.00 - $79,500.00 The Help Desk Technician works with a NOC at our locations either in Chantilly, VA or Claremont, NH. 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 Help Desk Technician will work to resolve customer-impacting network outages and critical client issues. This requires the candidate to be efficient with minimal supervision. 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 without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status. 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.