End User Support Technician - Onsite & Tiered Help Desk

designDATA; Gaithersburg (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

design DATA, Inc. is hiring an End User Support Technician Tier 3 to provide hands-on technical support to clients, troubleshoot hardware, software, and network issues, and manage tickets through the lifecycle.

You will document knowledge-based articles, collaborate with Tier 3 technicians and managers, and provide onsite support as needed by the Client Technology Manager. A year of help desk experience and relevant certifications are preferred.

Qualifications

• High school diploma or GED required; Associate's degree or higher preferred.
• A+ certification, Microsoft Office Specialist, and Microsoft 365 Modern Desktop Administrator Associate (Windows 10) are required or preferred.
• 1 year of relevant experience in a technical help desk environment.
• Valid driver's license, insurance and reliable personal vehicle.

Responsibilities

• Provide troubleshooting for workstation, server, and communications software and hardware issues.
• Open, update, track, and close tickets in the ticket system with minimal assistance.
• Create clear, concise documentation in knowledge-based articles.
• Collaborate with Tier 3 and managers to escalate and resolve complex issues.
• Provide supplementary technical assistance on special projects.
• Participate in Client Business Reviews when requested.

Skills

Verbal communication

Problem solving

Organizational skills

Customer service

ConnectWise

Kaseya

Windows OS

Hardware

Networking

Education

High school diploma or GED

Associate's degree or higher preferred

A+ certification

Microsoft Office Specialist

Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)

Tools

Office 365

VMware

MDT

Job description

design DATA, Inc. is hiring an End User Support Technician Tier 3 to provide hands-on technical support to clients, troubleshoot hardware, software, and network issues, and manage tickets through the lifecycle.

You will document knowledge-based articles, collaborate with Tier 3 technicians and managers, and provide onsite support as needed by the Client Technology Manager. A year of help desk experience and relevant certifications are preferred.