Systems Support Engineer II

Redwood Software•Washington, DC

1d•Onsite

About The Position

At Red River Managed Services, we cultivate a welcoming, positive workplace where every employee feels valued, supported, and empowered to do their best work. We embrace a true one-team mentality—collaborating, sharing knowledge, and making thoughtful decisions grounded in data, experience, and collective insight. We look for self‑motivated individuals who thrive in a team-driven environment built on trust, accountability, and shared success. Our teams partner directly with clients to design innovative solutions, challenge the status quo, and deliver best‑in-class results. With a deeply client‑centric mindset, we anticipate needs, respond with urgency, and build long‑term relationships rooted in reliability and excellence. As we continue to grow, we seek passionate professionals who are resilient in the face of change, energized by creativity, and committed to continuous learning. Successful candidates will demonstrate a strong desire for personal and professional growth, supported by ongoing feedback and development.

Requirements

Advanced knowledge of Windows environments and end‑user support.
Strong understanding of O365, Windows 11, and related Microsoft applications and services.
Solid experience with iOS, macOS, and Apple mobile devices.
Excellent listening skills with the ability to understand user needs and troubleshoot effectively.
Expertise in video conferencing and collaboration technologies, including Neat devices, Microsoft Teams, Zoom, and WebEx.
High degree of patience and empathy when supporting non‑technical users, executives, and distributed/offshore teams.
Exceptional verbal and written communication skills.
Bachelor’s degree in Computer Science, Information Systems, or a related field preferred.
3+ years of IT support experience in a large, fast‑paced corporate environment.
U.S. Citizenship Required

Responsibilities

Provide technical support for all users and guests within the assigned region.
Deliver end‑to‑end support for both end users and C‑level executives.
Ensure timely resolution of issues and communicate solutions clearly and professionally.
Diagnose and resolve technical problems via phone, in person, or remote sessions.
Install software, manage user accounts, and adjust system settings based on user needs.
Collaborate with the offshore ServiceDesk team to maintain smooth IT operations.
Travel to local and regional offices to provide onsite support and complete project work.
Create and maintain technical documentation, procedural guides, and user FAQs.
Support office moves, new‑hire setups, and other IT‑related operational tasks.
Deploy new hardware systems and software applications.
Support building technologies including security systems, turnstiles, and basic network infrastructure.
Troubleshoot and resolve issues with mobile devices and ensure recovery processes are in place.
Lead or co‑lead large projects and major technical initiatives.
Support and maintain conference room technologies for Microsoft Teams, Zoom, and WebEx.
Train users on everyday technology and new tools as they are introduced.