Help Desk Support
: Job Details :

We offer a friendly, collaborative environment, people-first culture, and an unsurpassed opportunity to learn, grow and thrive!

Learn more about the general tasks related to this opportunity below, as well as required skills.

In the Help Desk Support role, you will provide timely and accurate support via phone, email, or workflow applications to both internal and external users. Identify and provide resolutions/tips to resolve technology issues, document items for the customer tracking system, and provide next steps for support resolution should support calls be escalated. Train end users in the proper use of their systems as needed. This role is performed in a climate-controlled environment, predominantly sitting with consistent near vision use for reading and computer use; frequently in a fast-paced work environment.

Ready to get started? See what it takes below.

RESPONSIBILITIES

• Provide first-tier support to end users for call support and resolve less complex problems immediately.
• Providing support for servers, laptops, desktop workstation computers, tablets, smartphones, printers, and computer peripherals.
• Acknowledge all tickets, including cases and escalations, and where possible, resolve tickets upon first contact.
• Log accurate and detailed notes within the ticketing system.
• Perform advanced troubleshooting steps to resolve various technical issues related to hardware and software problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Attend team meetings as required.

*The company reserves the right to add or change duties at any time.

REQUIREMENTS

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of three (3) years' experience in technical consulting, with two (2) years as a customer support services operator/analyst.
• Must have the ability to work a flexible schedule, which may include night shifts, weekends, and some holiday shifts.
• Open availability to accommodate surge, fill in for absentees, and other duties within the Tier 1 agent tasks as required.
• Strong working knowledge of networking, operating systems, configurations, hardware, and SaaS applications, along with Office 365 and Windows support & administration.
• Ability to perform research into hardware and software related issues as required.
• Ability to communicate effectively with clients and team members.
• Excellent verbal and written communication skills.
• Excellent time management and critical thinking skills with an eye for details.
• Experience working in an Agile development environment is a plus.
• Ability to work independently and in a team environment.
• Preferred Technical Certifications: CompTIA A+, Network+, Security+.

NOTE: Due to Federal client requirements, only US Citizens can be considered, and candidates cannot have dual citizenship. Candidates must be able to obtain a security clearance.

OUR COMPANY

Our Commitment to You

Your success is our success. Redd Solutions is a consulting firm in the Washington DC Metro area. We assist federal, state, and local government agencies and private sector entities with modernization projects across enterprises and trades.

At Redd, you would enjoy a flexible, fun, and family-oriented work environment. We all collaborate and learn from each other, which leads to everyone having a significant impact on the overall growth of our company. Our employees enjoy a generous package including a competitive salary, health benefits, paid vacation and holidays, 401K with company match, not to mention an unsurpassed opportunity for growth and advancement.

We strongly believe in our values of INTEGRITY, INCLUSION, AND INNOVATION. If you are a strategic, energetic marketer with a drive to impact the brands you build, apply today.

We are committed to employing a diverse workforce. Qualified applicants will receive consideration regarding race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. We are an E-Verify participating employer.

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