Mac & Windows Desktop Support Engineer I
Red River Technology

Washington, District of Columbia

This job has expired.


The Mac Desktop Support Engineer I onsite engineer is responsible for reporting onsite with our team to our Client's location, handling technical support requests from end users as well as from our Service Desk. 

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. 



Essential Duties and Responsibilities


  • Onsite, in-person end user IT support

  • Assist with call center technical support line coverage

  • Maintain day to day observation, reporting and follow-up for support metrics and ticket management. 

  • Manage ticket escalations from Tier 1 engineering team 

  • Implementation, administration and troubleshooting of Windows and Mac operating systems 

  • User management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues 

  • Routine review of incidents, identifying problems and addressing them to resolution 

  • Assist in identifying recurring problems, escalation to engineering, if needed, and resolution 

  • Asset management and workstation provisioning 

  • Maintaining standards, standard operating procedures (SOPs) and documentation on an ongoing basis 

  • Assist with planning, prioritization and execution of approved operational initiatives 

  • Assist with planning, prioritization, execution and documentation of client-approved change requests 

  • Provide technical input to Reason for Outage reports, when necessary 

  • Maintain a firm understanding of the Client's IT infrastructure 

  • Duties as assigned 



Required Skills

  • JAMF administration and support

  • Mixed environment Mac OS X and Windows operating systems support and deployment

  • Active Directory, DHCP, DNS, Group policy 

  • Firm understanding of TCP/IP network protocols and core network devices and components 

  • Passion for technology, teamwork, overcoming challenges and providing exceptional customer service  

  • Strong prioritization, problem solving, diagnosis and troubleshooting skills   

  • Exceptional verbal and written communication skills with confidence in front of Clients  

  • Self-starter, organized and detail oriented  



Preferred Skills

  • Microsoft Intune and Autopilot

  • Datto backup, AutoTask PSA, Kaseya RMM, LogicMonitor NMM and  the ServiceNOW platforms 

  • Experience working within the medical industry 

  • Managed Service Provider experience 

  • Hyper-V Administration

  • Citrix support and administration



Minimum Experience

  • Minimum 2 years of onsite, user-facing IT Help Desk support experience 



Education and Certifications

  • Associate degree or equivalent job specific experience

  • Apple Certified Support Professional (ACSP) certification preferred

  • CompTIA A+, Network+ preferred

  • Microsoft MCSA certifications preferred



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, Texas and California.

EOE M/F/DISABLED/Vet

Red River 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).


This job has expired.

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