End User Support Technician Tier 3

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

Job summary

design Data, Inc. seeks an End User Support Technician to provide technical support to clients, troubleshoot applications, systems access, hardware, software, and network issues.

The role documents tickets and ensures resolutions meet SLAs, coaches Tier1/2, and delivers onsite client support. The candidate collaborates with Technical Account Managers and Client Technology Managers on complex issues, writes knowledge articles, and can lead small internal projects.

Qualifications

• Good verbal, written, and telephone communication skills.
• Solid problem-solving skills.
• Strong organizational and time management skills.
• Excellent customer service skills.
• Configure and troubleshoot Office 365.
• VMware.
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit).
• Experience with ConnectWise or similar ticket/case management system.
• Experience with 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.

Responsibilities

• Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues, including more advanced topics and situations.
• Provides onsite support for clients.
• Collaborates with other End User Support Technicians, Technical Account Managers 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.
• 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.

Skills

Communication skills

Problem solving

Organizational skills

Customer service

Office 365

VMware

MDT deployment

Education

High school diploma or GED

Associate degree or higher preferred

Tools

ConnectWise

Kaseya

Microsoft Office

MDT

VMware

Job description

Overview

JOB SUMMARY:Providestechnical support to clientsbytroubleshootingapplications, systems access,hardware,software,and network related issues.Identifiesandresolves complex issuesor escalatesissuestothe End User Support TechnicianTier4or the Technical Account Manager.Documents and monitorsservice requeststo ensure that theissueresolution meets or exceeds the service level standardfor owned tickets as well as tickets owned by Tier 1 and 2 technicians.Providestrainingand coaching andacts asan escalation point for Tier 1and 2Support Technicians.Provides onsite technical support for clients.

Responsibilities

ESSENTIAL FUNCTIONS:

• Provides troubleshooting and resolution forworkstation, server, and communicationssoftware and hardwareissues, including more advanced topics and situations.
• Provides onsite support for clients.
• Collaborates withother End User Support Technicians, Technical Account ManagersandClient Technology Managerwhenescalating and resolving complex issues.
• Creates clear, concise documentationininstructional knowledge-based articles.
• Opens, updates, tracks, andclosestickets 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 ontechnical topics and issue resolution management.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Providessupplementary technicalassistanceto Technical Account Managers and Client Technology Managers on special projects.
• Participatesin Client Business Reviews when requested.
• Leadssmallinternal projects as directed by the Client Technology Manager or Technical Account Manager.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES:

• Goodverbal, written, and telephone communication skills
• Solidproblem-solving skills
• Goodorganizational and time management skills
• Strong customer service skills
• Configure and troubleshoot Office 365
• VMWare
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
• Requiredexperience with the following:
  • ConnectWise or similar ticket or case management system
  • Microsoft Office applications
  • Kaseya or similar remote access software
  • Push/installcritical updates to workstations and servers (patching)
  • Windows workstation installation and configuration
  • Hardware andnetworkingtopology
  • Vendorsupport/management
• Optional experience with the following:
  • Promotion anddemotion ofserverroles; configureserverroles
  • Active Directoryreplication
  • Configure Serverhardware
  • Configuration of VMWare

QUALIFICATIONS:

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

WORKING ENVIRONMENT:Themajority ofwork is performed in a professional office setting with a wide variety of people with differing functions,personalitiesand 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.

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].