Tier II Onsite Field Technician

Red River is seeking a Tier II Field Technician to work onsite supporting one of our clients.

• Onsite, in-person end user IT support
• 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
• Assist with execution of approved operational initiatives
• Assist with planning and execution 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
• Troubleshoot, test, resolve and escalate (where applicable) incidents with end users who contact Technical Support
• Assist customers with Windows 10 operating system and browser issues, clearing cache and cookies
• Assist with web site navigation, downloading files, pop-up blockers, security settings, and rebooting
• Provide overall technical troubleshooting to pinpoint and resolve customer issues
• Other Duties as Assigned

• Minimum 3 years of IT experience with IT administration and support experience with windows desktop administration, MS Office Suite administration, and knowledge of Windows Server; with emphasis on Active Directory.
• Previous Experience in a fast-paced consulting or MSP environment as plus

• Associates degree desired.
• Desired certifications: CompTIA A+, Security+, Microsoft Certified Professional, Office 365