End User Support Technician Tier 3

Doyon Limited, Doyon Drilling, Inc; Gaithersburg (MD); On-site; USD 65,000 - 85,000; Full time

Job summary

design Data, Inc. is seeking an experienced End User Support Technician to provide onsite and remote assistance for clients, troubleshoot workstation, server, and network issues, and coordinate with Tier 1–3 teams to resolve tickets.

The role requires strong communication, documentation, and the ability to train junior technicians; involves using Office 365, VMware, MDT, and various remote tools, with a focus on customer service and timely issue resolution.

Qualifications

• High school diploma or GED; associate degree or higher preferred.
• 2 years of technical help desk experience.
• Valid driver’s license, insurance and reliable personal vehicle.
• Required certifications: A+, Microsoft Office Specialist, ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10).
• Optional certifications: MCSA Server 2016, Network+, Security+, CCNA.

Responsibilities

• Provides troubleshooting and resolution for workstation, server, and communications software and hardware, including more advanced topics and situations.
• Provides onsite support for clients.
• Collaborates with other End User Support Technicians, Technical Account Manager(s) and Client Technology Manager when escalating and resolving complex issues.
• Creates clear, concise documentation in instructional knowledge-based articles.
• Opens, updates, tracks, and closes tickets in the ticket management system.
• Provides active troubleshooting and resolution guidance to Tier 1 and 2 technicians.
• Coaches and trains Tier 1 and 2 technicians on technical topics and issue resolution management.

Skills

Verbal communication

Written communication

Customer service

Time management

Office 365

VMware

MDT deployment

Education

High school diploma or GED

Associate degree or higher

Tools

ConnectWise

Kaseya

Microsoft Office

Remote access software

Job description

Overview

JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, hardware, software, and network related issues. Identifies and resolves complex issues or escalates issues to the End User Support Technician Tier 4 or the Technical Account Manager. Documents and monitors service requests to ensure that the issue resolution meets or exceeds the service level standard for owned tickets as well as tickets owned by Tier 1 and 2 technicians. Provides training and coaching and acts as an escalation point for Tier 1 and 2 Support Technicians. Provides onsite technical support for clients.

Responsibilities

• Provides troubleshooting and resolution for workstation, server, and communications software and hardware, including more advanced topics and situations.
• Provides onsite support for clients.
• Collaborates with other End User Support Technicians, Technical Account Manager(s) and Client Technology Manager when escalating and resolving complex issues.
• Creates clear, concise documentation in instructional knowledge-based articles.
• Opens, updates, tracks, and closes tickets in the ticket management system.
• Provides active troubleshooting and resolution guidance to Tier 1 and 2 technicians.
• Coaches and trains Tier 1 and 2 technicians on technical topics and issue resolution management.

Additional Duties and Responsibilities

• Provides supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects.
• Participates in Client Business Reviews when requested.
• Leads small internal projects as directed by the Client Technology Manager or Technical Account Manager.

Qualifications

• High school diploma or GED required; preferred associate degree or higher.
• 2 years of relevant experience in a technical help desk environment.
• Valid driver’s license, insurance and reliable personal vehicle.
• Required certifications:
  • A+
  • Microsoft Office Specialist
  • ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)
• Optional certifications:
  • MCSA Server 2016
  • Network+, Security+
  • CCNA

Knowledge, Skills & Abilities

• Good verbal, written, and telephone communication skills.
• Solid problem-solving skills.
• Good organizational and time management skills.
• Strong customer service skills.
• Configure and troubleshoot Office 365.
• VMWare.
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit).

Required Experience

• ConnectWise or similar ticket or case management system.
• Microsoft Office applications.
• Kaseya or similar remote access software.
• Push/install critical updates to workstations and servers (patching).
• Windows workstation installation and configuration.
• Hardware and networking topology.
• Vendor support/management.

Optional Experience

• Promotion and deployment of server roles; configure server roles.
• Active Directory replication.
• Configure Server hardware.
• Configuration of VMWare.

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 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].