Service Desk Technician Tier 1; Secret Clearance Required - M-F

Role Overview

The Tier1 Technician will work on the Service Desk team, handling technical support requests from customers and escalations from field engineers. The role requires an active Secret clearance and a strong focus on customer service and technical troubleshooting.

• Email administration: create new user accounts, reset passwords, troubleshoot login, profile, and permission issues.
• Maintain and document standards as products and technologies evolve.
• Accept and resolve customer calls, alerts, and escalations within defined SLA time frames.
• Follow troubleshooting SOPs and act as the point of contact for incidents reported via telephone, e‑mail, and remote monitoring tools.
• Perform system analysis techniques to consult with end users and determine hardware and software functional specifications.
• Consistently meet or exceed customer account needs, identifying opportunities to enhance service delivery.
• Engage in IT certification programs to develop subject‑matter expertise.
• Work independently while adding value and contributing to overall team performance.
• Maintain accuracy of reports, audits, and client documentation based on Red River and customer specifications.
• Ensure ticketing system entries are accurate, concise, and timely to meet SLAs.
• Maintain case ownership; keep customers informed of progress with regular updates.
• Exercise sound judgment when working outside defined practices and procedures, closing known‑error incidents appropriately.
• Escalate potential SOP improvements to team leadership.
• Keep current on new releases, updates, and changes to the Customer Run Book.
• Pursue ongoing training and development opportunities to advance skill sets.
• Understand interdependencies among problem, change, and configuration‑management processes.
• Mentor Level1 Customer Service Representatives.
• Provide after‑hours on‑call support as required.
• Perform other business duties as assigned.

• Minimum one year of IT experience with Windows administration and support.
• Experience with Active Directory, DHCP, DNS, and Group Policy.
• High‑level knowledge of Windows and Mac operating systems.
• Active Secret clearance.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• CompTIA A+, CompTIA Network+, or Microsoft MCSA certifications.
• Previous experience in a fast‑paced consulting or managed‑services provider environment.
• Domain functionality experience with Active Directory, Group Policy, DNS, and DHCP.
• Desktop operating system administration experience.
• Knowledge of backup solutions (e.g., enterprise backup applications).
• Experience troubleshooting Remote Desktop Services, VPN, and core network components.
• Virtualization administration knowledge (e.g., managing hypervisors and virtual machines).
• Strong consulting and communication skills with confidence in front of clients.
• Ability to work effectively in a team‑based environment and act as a self‑starter.
• Good time‑management skills.

• U.S. citizenship required.
• Strong motivation to learn new technologies and deliver superior customer service.
• Effective use of CRM data, product documentation, and other resources to research and resolve client issues.
• Solid understanding of hardware and software compatibility (firmware, versions, etc.), installation, and configuration.

Red River offers a competitive salary, excellent benefits, and an exceptional work environment.

EOE M/F/DISABLED/VET. Red River is an equal‑opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based on any protected characteristic is wholly inconsistent with our values and will not be tolerated.