End User Support Technician Tier 2

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

Overview

JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or expedite issues to the End User Support Technician Tier 3 and the Technical Account Manager. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 technicians. Provide onsite technical support to the client when requested by the Client Technology Manager.

Responsibilities

• Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues.
• 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 escalate and resolve complex issues.

Additional Duties and Responsibilities

• 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.

Knowledge, Skills & Abilities

• Good verbal, written, and telephone communication skills.
• Solid problem‑solving skills.
• Good organizational and time management skills.
• Strong customer service skills.
• Required experience with the following:
  • ConnectWise or similar ticket or case management system
  • Microsoft Office applications
  • Kaseya or similar remote access software
  • Windows workstation installation and configuration
  • Hardware and networking topology
• Optional experience with the following:
  • Configure and troubleshoot Office 365
  • VMWare
  • Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)

Qualifications

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

Working Environment

The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities.

Reasonable Accommodation

It is design DATA, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Preference Statement

Design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

Pay Transparency Statement

Design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.

EEO Statement

We are an equal opportunity employer and comply with all non‑discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact [phone].

Special Accommodations

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at [e-mail].