Systems Support Engineer I (Tues - Sat 8:30 -5:00 PM EST)

This role will operate Tues - Sat 8:30 -5:00 PM EST shift.

Primary Position Tasks:   

• Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets  

• Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.  

• Utilize ITIL best practices to enhance and optimize the services provided to end users.  

• High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac  

• Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels  

• Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)  

• Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams  

• Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues  

• Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge  

• Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP  

• Basic knowledge of Backup Solutions  

• Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix  

• Basic understanding of core network components  

• Maintaining standards and documentation on an ongoing basis as products and technologies evolve  

• Other business duties as assigned  

Minimum Education/Certification/Experience Requirements:  

• Minimum 1 year of IT experience with IT administration and support experience with Windows administration and management of Active Directory, DHCP, DNS, and Group Policy  

• Previous Experience in a fast-paced help desk or MSP environment 

Preferred Education/Certification/Experience:  

• Bachelor’s degree desired  

• Desired certifications: 

• CompTIA A+, Network+, OR Microsoft MCSA certifications  

• MS-900: Microsoft 365 Fundamentals  

• MS-102: Microsoft 365 Administrator  

Knowledge, Skills and Abilities:  

• Strong consulting and communication skills  

• Confidence and experience in front of clients  

• Strong ability to collaborate with team members and departments to share knowledge, address complex technical issues, and contribute to continuous improvement initiatives.  

• Ability to be a self-starter and possess good time management skills  

Essential Elements (Mental; Physical; Equipment used):  

• This office position requires staying in a stationary position for multiple hours throughout the workday.  

• This position requires continuously communicating with co-workers throughout the day, using Red River-approved and/or provided communication tools and equipment.  

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