Systems Support Engineer I (8:00 AM-4:30PM)

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.Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.Creativity — You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.Integrity— You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.Judgment— You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.Purpose — You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.Resilience— You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.Selflessness— You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.We are looking for a Systems Support Engineer I to join our fast-paced, customer-first global service desk team. This is a hybrid role based in Chantilly, VA, supporting a wide range of clients across industries, environments, and time zones.As the first point of contact for technical issues, you’ll handle inbound calls and assigned tickets from users experiencing challenges with systems, applications, and infrastructure. Whether working independently or collaboratively, your goal is to deliver high-quality customer experiences with empathy, professionalism, and urgency.In this role, you'll be triaging across diverse customer environments, including on-premises, hybrid, and fully cloud-based infrastructures. The ability to think critically, communicate clearly, and take full ownership of issues through resolution is key.Primary Position Tasks: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.Minimum Education/Certification/Experience 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.Preferred Education/Certification/Experience: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)Knowledge, Skills and Abilities: Strong understanding of Microsoft 365, Azure, and Active Directory in cloud, hybrid, and on-prem environmentsSolid hands-on experience troubleshooting Windows and macOS laptops, including OS issues, hardware problems, and application errorsWorking knowledge of end-user technologies such as email, VPN, MFA, printers, remote access, and business-critical softwareAbility to assess, triage, and resolve Tier 1 technical issues quickly and accurately while following established KBAsStrong critical thinking and problem-solving skills with the ability to prioritize tasks in a fast-paced, high-volume support environmentExcellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical usersDemonstrated commitment to delivering high-quality customer service with empathy, patience, and professionalismStrong attention to detail when documenting tickets, following procedures, and tracking issue resolutionProven ability to work independently while also contributing to team goals and collaborating effectively with peers and leadsAdaptability to support diverse client environments, learning new tools and technologies as neededWillingness to contribute to maintaining and improving knowledge base content and internal documentationJob SummaryRequisition Number: SYSTE002095Job Category: Technical Support \& ServiceSchedule: Full-Time