Help Desk Technician I - Morning Shift (6:45am - 3:15 pm); Sun-Thu

Redwood Software•Chantilly, VA

About The Position

This position is primarily responsible for working on a team within the NOC. This position will handle technical support requests directly from customers as well as escalation from other team members and field engineers. 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 existing customers through exceptional customer service. This position will also assist the NOC engineers with handling any kind of tasks related to network and infrastructure outages. This role will operate on the Sun-Thu (6:45 PM - 3:15 PM) shift

Requirements

Must be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment)
Strong ability for communication and collaboration in a high activity and fast paced environment.
Bachelor’s degree desired, Computer Science, Engineering or other technical degree or equivalent experience
Minimum 1 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, Group policy
High level experience and knowledge of Windows and Mac operating systems
Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP
Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes.
This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.
Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues.
IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments
Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), installation, and configuration
Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN, and network infrastructure
Strong consulting and communication skills
Confidence and experience in front of clients
Strong ability to work in a team-based environment
Ability to be a self-starter and possess good time management skills
U.S. Citizenship Required

Nice To Haves

Desired certifications: CompTIA A+, Network+, OR Microsoft MCSA certifications
Previous Experience in a fast-paced consulting or MSP environment as plus
Experience with desktop operating systems
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting Remote Desktop Services and VPN
Basic understanding of core network components
Basic virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor

Responsibilities

Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Accept customer calls, alerts, and escalations from the NOC engineers
Follow trouble shooting Standards Operating Procedures (SOPs)
Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.
Engage in IT certification programs to develop subject matter expertise
Work with NOC team with a focused direction on calls and SLA management while adding value and contributing to overall team performance.
Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications.
Ensure log entries to the ticketing system are accurate, concise, and timely to meet the SLAs (service-level agreement).
Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
Keep current on new releases, updates, and changes to Customer Run Book content
Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
Maintain clear understanding of the interdependencies that problem, change, and configuration managements processes have on good incidents management practices.
Other business duties as assigned