End-User IT Support Specialist: Troubleshooter & Educator

Designdata; Gaithersburg (MD); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

FEHB health plan

Dental with child coverage

Vision insurance

Life insurance

Disability insurance

Voluntary benefits

401(k) match

11 paid holidays

Generous PTO

Referral bonus

TicketsAtWork discounts

Job summary

designDATA is seeking a proactive IT support specialist to troubleshoot workstation, server, and communications issues, including O365/M365, MDT, and VMware, for a wide range of client environments.

You will open and close tickets, document solutions, collaborate with Tier 3 and account managers, and provide onsite support as needed while contributing to a strong, employee-first culture.

Qualifications

• Experience with enterprise IT helpdesk and ticketing systems.
• Knowledge of O365/M365, MDT, VMware.
• Ability to document procedures clearly.
• Willingness to provide onsite support.

Responsibilities

• Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues including but not limited to: O365 and M365 applications, Microsoft Deployment Toolkit, VMWare.
• Open, update, track, and close tickets in the ticket management system with minimal assistance from the Tier 3 technician and the Technical Account Manager.
• Create clear, concise documentation in instructional knowledge-based articles.
• Collaborate with the Tier 3 Technician, Technical Account Manager, and Client Technology Manager to elevate and resolve complex issues.
• Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects.
• Participate in Client Business Reviews when requested.
• Provide onsite support for clients upon request from the Client Technology Manager.

Skills

Troubleshooting

Ticketing systems

Documentation

Team collaboration

Onsite support

Tools

O365/M365

VMware

MDT

Job description

designDATA is seeking a proactive IT support specialist to troubleshoot workstation, server, and communications issues, including O365/M365, MDT, and VMware, for a wide range of client environments.

You will open and close tickets, document solutions, collaborate with Tier 3 and account managers, and provide onsite support as needed while contributing to a strong, employee-first culture.