Red River

IT Service Desk Specialist

US-NH-Lebanon
Category
Information Technology
Travel
10%
Type
Regular Full-Time

Overview

Are you a customer-centered IT Service Desk Specialist? Red River’s IT Service Desk Specialist delivers exceptional customer service handling incident and problem management, ticket handling and escalation, performance monitoring, troubleshooting, technical run book creation and maintenance, infrastructure management and processes adherence.

 

As our newest IT Service Desk Specialist you will provide support to a Red River customer site in Lebanon, NH and work daily from that location.  You will also be a member of our 24x7 NOC, and part of our Managed Services Operations team.

Responsibilities

  • Accept calls, alerts and escalations from the Level 1 operations team within specified timeframes
  • Act as the point of contact for user 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 independently with a focused direction while adding value and contributing to overall team performance
  • Maintain accuracy of all reports/audits and documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise and timely to meet internal SLAs (service-level agreement)
  • Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates
  • 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 internal run book procedures
  • 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 incident management practices
  • Act as a mentor to Red River interns
  • Provide after hours on call support as required

Qualifications

  • Associates degree in Computer Science and 2+ years of experience, or 4+ years of experience in related field
  • Proficient in Windows and Server Operation Systems
  • Working knowledge of Mac and Linux or ability to learn
  • Working knowledge of TCP/IP and networking fundamentals
  • Basic troubleshooting principles
  • Strong customer service, professional demeanor, and organizational skills
  • Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus on storage, backup, databases and network
  • 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
  • Technical experience in network, VOIP, server, storage, backup, Office 365, Desktop Management, endpoint security and infrastructure applications (Active Directory, Exchange) preferred as well as technical certifications (CCNA, MCSE, ITIL, Sun/Redhat, EMC)

Performance Expectations

  • We work with purpose, looking to disrupt the status quo in meaningful ways.
  • We act with integrity, showing respect for all and demonstrating our commitment to ethics
  • We value collaboration and work as a team to accomplish goals
  • We elevate creativity, and support curiosity to reimagine the use of technology
  • We have a strong work ethic, and seek continuous improvement in all we do
  • We embrace philanthropy, working together to drive positive change and lasting impact within communities around us

Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.

 

Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia.

 

EOE M/F/DISABLED/Vet

Red River Computer Co., Inc. is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

 

Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (required) online at http://www.redriver.com/company/careers.

 

MOC

Army: 42F

Navy: IT Information System Technician

Airforce: 3A0X1 Information Management / 2E2X1 Computer, Network, Switching and Cryptographic Systems

 

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