Systems Support Engineer I

Red River • Chantilly, VA

85d • Hybrid

About The Position

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.

Requirements

• Must be a U.S. citizen and able to provide supporting documentation of citizenship or naturalization, as required by customer compliance frameworks (such as CMMC).
• Minimum of 3 years of experience in IT.
• Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• In-depth experience diagnosing and resolving technical issues on end-user laptops, including both Windows and macOS systems, with a solid understanding of operating system behavior, user profiles, application conflicts, and common hardware failures.

Nice To Haves

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience working in a fast-paced consulting or MSP environment supporting multiple customers simultaneously.
• Preferred Certifications: Microsoft 365 Fundamentals (MS-900), Microsoft Azure Fundamentals (AZ-900), CompTIA A+, CompTIA Cloud+, Microsoft 365 Endpoint Administrator Associate (MD-102)

Responsibilities

• Answer incoming support calls and handle tickets assigned through ServiceNow in a prompt, professional manner.
• Deliver high-quality customer service with a focus on empathy and clear communication during every interaction — phone, chat, or email.
• Troubleshoot end-user issues related to email, MFA, VPN, and account access in Microsoft 365 and hybrid Active Directory environments.
• Provide first-level support for desktop and laptop issues, including software errors, printer malfunctions, system slowness, and user profile problems.
• Resolve basic network and connectivity problems such as remote access failures, shared drive access, Wi-Fi disruptions, and cloud application availability.
• Quickly assess the issue, gather relevant information, and follow existing knowledge base articles (KBAs) to work toward resolution.
• Work independently to manage your queue, follow up on tickets, and ensure updates and resolutions are documented clearly and on time.
• Prioritize tasks based on urgency, business impact, and ticket aging to stay on top of a fast-moving workload.
• Support multiple clients across different time zones, environments, and technologies — flexibility and adaptability are key.
• Collaborate closely with your teammates, share information, and assist others when needed to ensure the team's overall success.
• Escalate recurring or unresolved issues to team leads or senior staff to help identify and resolve root causes.
• Collaborate with the team and team lead to keep knowledge base articles (KBAs) accurate and up to date, and assist in creating new KBAs when gaps are identified during support.
• Stay engaged in team meetings, process updates, and training to grow your knowledge and stay aligned with evolving client needs.

Benefits

• Competitive salary
• Excellent benefits
• Exceptional work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administration of Economic Programs
• Education Level: Associate degree