End User Support Technician Tier 2

Doyon, Limited; Gaithersburg, Northern (MD, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Design Data, Inc. is seeking an End User Support Technician to diagnose and resolve issues across applications, hardware, software, and networks. You will manage tickets, document resolutions, and provide on-site support as needed for clients in coordination with a Client Technology Manager.

Required is a high school diploma or GED, 1 year in a tech help desk, and certifications such as A+ and Microsoft Office Specialist, with experience in ConnectWise, Kaseya, Windows, and MDT highly valued.

Qualifications

• High school diploma or GED required; associate degree preferred.
• A+ and Microsoft Office Specialist certifications are required or strongly preferred.
• 1 year of relevant experience in a technical help desk environment.
• Valid driver’s license, insurance and reliable personal vehicle.

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 Tier 3.
• Create clear, concise documentation in instructional knowledge-based articles.
• Collaborate with Tier 3, Technical Account Manager and Client Technology Manager to escalate and resolve complex issues.
• Provide onsite support for clients upon request from Client Technology Manager.

Skills

Communication

Problem solving

Time management

Customer service

ConnectWise

Microsoft Office

Kaseya

Windows

Hardware

Networking

Office 365

VMware

MDT

Education

High school diploma or GED

Associate degree or higher

A+ certification

Microsoft Office Specialist

Microsoft 365 Certified: Modern Desktop Administrator Associate

Tools

ConnectWise

Kaseya

Remote access software

Office 365

VMware

MDT

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 escalated 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

ESSENTIAL FUNCTIONS:

• 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 article(s)
• Collaborate with the Tier 3 Technician, Technical Account Manager and Client Technology Manager to escalated and resolved 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 ACCOMODATION

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 legalduty to furnish information.

EEO STATEMENTS

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].

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