End User Support Technician II - Onsite & Remote Help

Doyon, Limited; Gaithersburg (MD); On-site; USD 40,000 - 60,000; Full time

Job summary

Doyon, Limited in Gaithersburg, Maryland, is looking for a technical support professional to troubleshoot applications and resolve hardware and software issues. The role entails managing service requests and collaborating with team members to ensure swift issue resolution.

Applicants should hold a high school diploma or GED, possess relevant certifications such as A+ and Microsoft Office Specialist, and have at least a year of help desk experience. Strong communication and customer service skills are essential.

Qualifications

• 1 year of relevant experience in a technical help desk environment.
• Valid driver’s license, insurance, and reliable personal vehicle.
• Required certifications: A+, Microsoft Office Specialist, Microsoft 365 Certified.

Responsibilities

• Provide troubleshooting and resolution for workstation, server, and communications software issues.
• Collaborate with Tier 3 Technician and Technical Account Manager to escalate complex issues.
• Create clear documentation in instructional knowledge-based articles.

Skills

Good verbal, written, and telephone communication skills

Solid problem-solving skills

Good organizational and time management skills

Strong customer service skills

Experience with ticket management systems

Microsoft Office applications

Kaseya or similar remote access software

Education

High school diploma or GED required; prefer Associate’s degree or higher

Tools

ConnectWise or similar ticket management system

Windows workstation installation and configuration

Hardware and networking topology

Job description

Doyon, Limited in Gaithersburg, Maryland, is looking for a technical support professional to troubleshoot applications and resolve hardware and software issues. The role entails managing service requests and collaborating with team members to ensure swift issue resolution.

Applicants should hold a high school diploma or GED, possess relevant certifications such as A+ and Microsoft Office Specialist, and have at least a year of help desk experience. Strong communication and customer service skills are essential.