End User Support Technician-Tier 2

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

If you’re passionate about technology and want to work as part of a collaborative team with a growth mindset and a focus on delivering a top tier customer experience…designDATA is the place for you!

Our ideal candidate enjoys working on innovative solutions that help enable our clients to be productive and secure in their business processes. You have the desire and ability to solve complex issues, automate and modernize systems, and contribute to the empowerment of end-users.

KEY 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.

WHAT WE OFFER:

• A strong company culture with an employee-first focus
• Our medical plans are through the Federal Employee Health Benefits program for tribal employers
• A comprehensive dental program that has child orthodontic coverage
• Company paid vision, life, short-term and long-term disability
• Additional voluntary benefit programs
• 401(k) with a generous match
• 11 annual paid company holidays
• Generous paid time off including accrued PTO, Floating Holidays, Emergency Medical Leave, and Parental Leave
• Hiring referral bonus
• TicketsAtWork - an exclusive discount program with access to entertainment, travel, activities, pet insurance, and much more!

ABOUT US:

Established in 1979, designDATA is an IT Managed Services Provider operating out of the Washington, DC Metro area. We are focused on equipping organizations with scalable solutions that enable teams to do their best work securely. We provide 24/7 tech support, data center and cloud services, robust cybersecurity solutions, exceptional end-user training, and enterprise-level consulting services.

We strive to see the world through our clients' eyes, aligning IT operations with organizational priorities, and ensuring staff have the resources they need to excel.