Service Desk Technician II (Secret Clearance)

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles :

Collaboration - You bring a collaborative spirit 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.

Creativity - You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression.

Empathy - You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.

Integrity - 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.

Judgment - You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.

Purpose - You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.

Resilience - You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.

Selflessness - You are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

Red River is seeking a Service Desk Technician II with an active Secret clearance to join our growing team! This position will work onsite with one of our clients in the Lexington, MA area. This person will handle technical support requests directly from our customers, as well as escalation from other team members. 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 the customer through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies, management, and maintenance processes.

Minimum Education / Certification / Experience Requirements :

Minimum 3 years of IT (5 years preferred) experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, and Group Policy

Previous Experience in a fast-paced consulting or MSP environment as plus

Active SECRET clearance

Preferred Education / Certification / Experience :

• Desired certifications : CompTIA A+, Network+, ITIL V3 / V4 Foundation,

Knowledge, Skills and Abilities :

High level knowledge of supporting / managing / imaging OS products / devices

Windows / Office365 on Mac experience preferred

MDM experience with WorkspaceOne and JAMF preferred

Experience with imaging process / deployment of workstations

Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues

Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP

Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels

Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)

Strong ability to troubleshoot Office365 products (Exchange / Sharepoint / Onedrive / Teams) using GUI and powershell

Experience with MS Intune MDM including but not limited to configuration policies, compliance policies, and app protection for various device types

Ticketing system / SLA experience (ServiceNow preferred)

Intermediate knowledge of Backup Solutions (Veeam preferred)

Basic understanding of core network components & troubleshooting

Maintaining standards and documentation on an ongoing basis as products and technologies evolve

Iphone / iOS troubleshooting / configuring

Other business duties as assigned

Strong consulting and communication skills

Confidence and experience in front of client

Strong ability to work in a team-based environment

Ability to be a self-starter and possess good time management skills

Strong ability to manage their ticket queue in tandem with taking client support phone calls

Essential Elements :

This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.

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.

Basic Qualifications :

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. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the American's with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact accommodation@redriver.com . PLEASE NOTE : This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

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.

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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

Please see the linked document below for our consumer privacy notice. The notice provides you with information about what Red River Technology LLC and its affiliates (collectively referred to as "Company", "we", "our" or "us") may collect about you, how this information may be used by Company, your privacy rights and the Company's obligations in accordance with California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act of 2020 ("CPRA").