Service Desk Technician II (Secret Clearance)

Position OverviewService Desk Technician II with an active Secret clearance, located onsite in Lexington, MA, responsible for handling technical support requests from customers, providing escalation support, and maintaining user uptime through effective problem resolution.ResponsibilitiesProvide first-level technical support for Windows and macOS workstations, Office 365, and related applications.Incident management, including ticket creation, prioritization, and resolution using ServiceNow or an equivalent system.Perform user account and password reset, profile configuration, and permission troubleshooting.Install, configure, and manage device management solutions such as WorkspaceOne, JAMF, and Microsoft Intune.Support remote desktop, VPN (SSL/IPSec), and other remote connectivity tools.Maintain Active Directory services, DNS, DHCP, Group Policy, and related infrastructure.Assist in imaging, deployment, and backup processes (Veeam preferred).Document procedures, updates, and ticket details consistently.Communicate with clients and internal teams to ensure SLA compliance and high customer satisfaction.QualificationsMinimum 3 years of IT support/administration (5 years preferred).Experience with Windows administration, Active Directory, DHCP, DNS, and Group Policy.Experience in a consulting or MSP environment preferred.Active SECRET clearance required.U.S. citizenship required.Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation.Proficiency with endpoint imaging, MDM (WorkspaceOne, JAMF, Intune), and Office 365 suite.Strong troubleshooting skills for Windows, macOS, VPN, RDS, and Office 365 services.Intermediate knowledge of backup solutions (Veeam preferred) and core network components.Excellent consulting and communication skills, confidence in client-facing roles.Self-starter with strong time-management and teamwork abilities.BenefitsCompetitive salary, comprehensive benefits package, and a dynamic work environment.Equal Opportunity EmployerEOE M/F/DISABLED/Vet. Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based on any protected characteristic is prohibited.J-18808-Ljbffr