Help Desk Technician

Red River Managed Services seeks selfless, humble, and team‑oriented individuals who thrive on data‑driven decision making and collaboration. Candidates should embody a client‑centric mindset, valuing curiosity, empathy, resilience, and a passion for innovation.

• Accept customer calls, alerts, and other incident reports across phone, chat, email, and web portal, escalating to Tier2 as required and within specified time frames.
• Serve as the primary point of contact for all customer incidents, ensuring that all processes and agreed‑upon standards are followed.
• Use Standards Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) to troubleshoot and resolve issues.
• Identify and notify management of potential SOP improvements, escalating findings to Tier2 or leadership.
• Maintain accurate, concise, and timely ticket logs that meet SLA requirements.
• Keep customers informed of progress on their issues by providing regular updates.
• Perform email administration and basic user management tasks: create accounts, reset passwords, and troubleshoot login, profile, and permission problems.
• Work independently with focused direction while contributing to overall team performance.
• Complete other business duties as assigned.

• Minimum 1–3 years of IT experience with administration and support, including Windows administration and Active Directory, DHCP, DNS, and Group Policy.
• Experience with Windows, macOS, iOS, and Android devices.
• Preferred: experience in a fast‑paced consulting or MSP environment.
• Preferred education:
  
  Bachelor’s degree in Information Technology, Engineering, or a related technical field.
• Desired certifications:
  CompTIA A+, Network+, Microsoft MCSE, MSAzure Administrator, MS‑900, MS‑102.
• Excellent customer service, phone, and written communication skills.
• Ability to understand and prioritize customer needs and deliver exceptional service in an SLA‑driven setting.
• Strong collaboration skills and ability to share knowledge with teammates and departments.
• Self‑starter with good time‑management ability.
• Proficiency using SOPs and KBAs.
• Basic knowledge of backup solutions, remote management tools (Team Viewer, Screen Connect, RDP), Remote Desktop Services, VPN, and virtualization.
• U.S. Citizenship required.

Competitive salary, excellent benefits, and an exceptional work environment.

Red River is an equal‑opportunity employer. All qualified applicants will receive consideration for employment. EOE M/F/DISABLED/Vet.