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

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.

We are looking for a Tier1 Technician with an active Secret clearance to join our growing team. The Tier1 Technician is primarily responsible for working on a team at the Service Desk, handling technical support requests directly from customers and escalations from other team members and field engineers. The position supports the Monday‑Friday shift from 7AM‑3PM, with after‑hours on‑call support as required.

• Work on the Service Desk as part of a team, handling technical support requests from customers and escalations from other team members and field engineers.
• Provide first‑line support (24/7 shift Monday‑Friday 7AM‑3PM, with after‑hours on‑call support as required).
• Manage email administration: configure new accounts, reset passwords, troubleshoot login, profile, and permission issues.
• Maintain standards and documentation as products and technologies evolve.
• Accept customer calls, alerts, and escalations from the Level1 operations team within specified SLAs.
• Follow established Standard Operating Procedures (SOPs) for troubleshooting.
• Act as the primary point of contact for incidents reported via telephone, email, and remote monitoring tools, ensuring all processes and standards are followed.
• Perform system analysis techniques to consult with end users and determine hardware and software specifications.
• Consistently meet or exceed customer account needs; identify opportunities to enhance delivery of service and support goals.
• Engage in IT certification programs to develop subject‑matter expertise.
• Maintain accuracy of all reports, audits, and client documentation in accordance with corporate and customer specifications.
• Ensure ticketing system log entries are accurate, concise, and timely to meet SLAs.
• Maintain case ownership and keep customers informed of progress by providing periodic updates.
• Exercise sound judgment when working outside defined practices and close incidents accurately.
• Escalate potential areas for improvement to SOPs and inform team leadership.
• Keep current on new releases, updates, and changes to the Customer Run Book.
• Maintain clear understanding of how problem, change, and configuration management interdependencies affect incident management.
• Act as a mentor to Level1 Customer Service Representatives.
• Provide after‑hours on‑call support as required.
• Perform other business duties as assigned.

• Minimum 1year of IT experience with administration and support, including Windows and 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 related technical field (or equivalent experience).
• CompTIA A+, Network+, or Microsoft MCSA certifications.
• Experience in a fast‑paced consulting or Microsoft‑based services provider (MSP) environment.
• Basic domain functionality knowledge – Active Directory, Group Policy, DNS, DHCP.
• Basic knowledge of backup solutions, Remote Desktop Services, VPN, core network components, virtualization, and hypervisor administration.

• U.S. citizenship required.
• Strong motivation to learn new technologies and maintain effective customer service.
• Ability to work independently with focus while contributing to overall team performance.

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