Systems Support Engineer I

The Systems Support Engineer I is primarily responsible for working on a team at the Red River Service Desk at our HQ location in Chantilly, VA. This position will handle technical support requests directly from customers as well as escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service. ​ 

Primary Position Tasks: Listing of the primary tasks the position will be responsible for 

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

• Ability to take inbound client phone calls from the call center and working 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 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 and teams 

• Email Administration with basic 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  

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

• Basic knowledge of Backup Solutions   

• Basic knowledge of troubleshooting common 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 consulting or MSP environment as plus     

• Active SECRET clearance or the ability to obtain one  

• Able to support shiftwork as needed

Preferred Education/Certification/Experience: 

• Bachelor’s degree desired   

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

• MS-900: Microsoft 365 Fundamentals