Are you in search of boundless career prospects? Do you possess a growth-oriented mindset and thrive on taking initiative? If so, then Red River is the ideal destination for you! At Red River, we live by the mantra "Rock the Red." It serves as our guiding principle, urging us to surpass ordinary expectations, exert extra effort, exhibit our utmost capabilities, be present, and most importantly, enjoy the journey. We have seven core values that we live by. Collaboration - We value collaboration and work as a team to accomplish results. Creativity - We foster creativity and encourage curiosity to envision new ways of utilizing technology. Integrity - With integrity and respect, we exemplify our unwavering commitment to ethical standards. Philanthropy - We collaborate for positive, lasting change in communities around us. Purpose - We purposefully seek to meaningfully disrupt the status quo. Respect - We value RESPECT for all, embracing all diverse perspectives and contributions. Strong Work Ethic - Our strong work ethic drives us to continually improve in all our endeavors. Does this resonate with you? As one of the rapidly expanding Managed Services Companies in the nation, we are eager to bolster our team with exceptional talent. With offices throughout the U.S. and guided by some of the most accomplished leaders in the field, we excel in assisting organizations in overcoming intricate IT obstacles, regardless of their location. It is undoubtedly a dynamic setting where we collaboratively confront our customers' challenges head-on and ensure they stay ahead of the ever-evolving technological landscape! Come delve into one of the many opportunities we offer. How will you contribute to making an impact? The Helpdesk Technician I have the responsibility of ensuring continuous user functionality and enhancing their computing experience through efficient remote monitoring, maintenance, and proficient identification and resolution of issues. Additionally, they play a vital role in bolstering the organization's reputation with existing clients by providing exceptional customer service. Ideal candidates should exhibit enthusiasm, focus, and a keen eagerness to grasp modern technologies, as well as adeptness in management and maintenance processes. This facet of the role demands dedication, persistence, resourceful utilization, and a level of customer service akin to that of a superhero in a blockbuster movie. You will be tasked to: * Provide first level of technical support in call center, while providing strong customer service.
* Address tickets related to access, hardware, software, or network including but not limited to password resets, upgrades, installations, printer configuration, or break-fix items
* Support NOC team with Incident management including troubleshooting, vendor support, or customer communication.
* Resolve tickets effectively and efficiently or escalate them to appropriate support tier.
* Utilize ITIL best practices to enhance and optimize the services provided to end users
* Utilize excellent customer service skills to exceed customers' expectations.
* Adhere to company & customer policies, procedures, and quality standards to ensure consistent delivery of exceptional service
* Ensure proper documentation internally and externally.
* Recommend procedure modifications or improvements to upper management.
* Collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.
* Foster a positive and supportive team environment.
* Other duties as assigned.
Success in this position will be achieved if you possess: * Proficiency in delivering exceptional customer service in a high-paced, SLA-driven setting.
* Fundamental knowledge of identifying and troubleshooting end-user issues.
* Fundamental knowledge of Windows, Active Directory, O365, Azure, AWS, Anti-Virus, and Back-Up solutions.
* Organizational skills to manage multiple customer issues to ensure the fastest resolution.
* Capability to be meticulous in documentation and to strictly adhere to customer policies and procedures.
* Desire to learn and develop all necessary technical skillsets
* Proficient communication abilities and the capacity to effectively convey technical information to non-technical customers.
Requirements * Must have a high school diploma or equivalency.
* Active or interim Secret clearance .
Desired Experience: * Experience in dynamic and high-volume work environments
* Experience in Helpdesk operations
* Experience in Network Operation Center
Desired Education & Certifications: * Bachelor's degree in a relevant field
* Accreditation in CompTIA A
* Accreditation in CompTIA Server
* ITIL Foundation certification
* MS-900: Microsoft 365 Fundamentals
* AWS Certified Cloud Practitioner
* MS-900: Microsoft 365 Fundamentals
* MS-102: Microsoft 365 Administrator 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.