Enterprise Systems Support Technician Ii

The Enterprise Systems Support Technician II role is primarily responsible for providing a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all end user equipment to ensure optimal performance. The person will also provide frontline service desk coverage (in person, by telephone, or via email) requiring problem analysis, technical assistance and training of associates for various information systems. This role will also be engaged on routine infrastructure maintenance and service request related tasks.

Essential Job Duties:

• Works under minimal supervision on complex projects and assist less experienced peers
• Keeps self-educated on Microsoft Product Roadmaps and develops migration plans and upgrade strategies including capital and expense estimates and project plans
• Develops and manages project plans for OS and Hardware upgrades, PC Refresh, Printers, and other projects as needed to keep our environment current, available, and secure.
• Ensures desktops are secure, available and responsive for our users by identifying recurring issues and determining solutions
• Develops best practices, writes SOP’s and trains other staff
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Answer help desk phone calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues
• Provide desktop, server and network support for both local onsite and remote users
• Maintain complete, timely, and accurate record of support in ticketing system including knowledge base updates to assist others in resolving similar tickets
• Assist employees with general administrative needs relating to passwords, application access, local backups/restores, forms and policies
• Educate end users in operating systems, software applications, and how to use phone system effectively
• Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for employee moves or terminations
• Participate in training new employees at new hire orientations
• Manage user accounts and permissions
• Install, upgrade and maintain updates to software applications
• Maintain daily server backups
• Maintain change control log for all changes for computers, servers, and network
• Represent department and the organization favorably and in accordance with established Company standards and associate attributes at all times
• Installs, configures, and maintains personal computers and workstations.
• Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software, servers, and Citrix
• Maintain complete, timely and accurate record of network administration.
• Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received.
• Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access
• Other duties as assigned by management

Qualifications
Essential Knowledge, Skills and Abilities:

• High School Diploma or Equivalent required; Associate’s Degree preferred
• A+ Certification, Network + Certification, Microsoft Certifications or related training preferred but not required
• 5+ years of general Desktop Technician /Help Desk experience in an enterprise environment
• 5+ years experience with Windows desktop operating systems
• 5+ years experience with Microsoft Office
• Ability to identify and resolve computer system malfunctions and operational problems
• Ability to perform complex tasks and to prioritize multiple projects
• Practical knowledge of PC Operating Systems, printing to local and network printers, Exchange email, PC/Printer Hardware, and remote access.
• Working knowledge of OS image creation and deployment concepts and best practices.
• Working knowledge of laptop/desktop hardware
• Experience with anti-virus and content filtering tools
• Experience administering Active Directory, networks and network cabling
• Willingness and ability to assist with systems administration activities on the server infrastructure under the guidance of senior engineering.
• Experience configuring mobile devices such as tablets and phones and WIFI connections
• Strong attention to detail, the ability to multi-task and work in fast paced environment
• Experience working with service desk or help desk ticketing system(s)
• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
• Aptitude to quickly learn and apply new systems, processes and applications with the ability to understand relationships and consequences
• Ability to read & interpret documents i.e., internal SOPs, operating/maintenance instructions, and procedure manuals
• Goal oriented, with excellent time management and organizational skills
• Excellent interpersonal skills, with ability to interact effectively and work efficiently with people at all levels in an organization
• Ability to keep sensitive information confidential

Additional Information

• Position is full-time, Monday-Friday, 8 a.m.-5 p.m. onsite at customer location in Falls Church, VA.
• Vaccination is required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here
. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking_ System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter._

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person