End User Support Technician-Tier 3

designDATA; Washington (District of Columbia); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Employee-first culture

FED Health Benefits (FEHB)

Dental with child orthodontic coverage

Vision, life, disability insurance

Voluntary benefits

401(k) with match

11 paid holidays

Paid time off & parental leave

Referral bonus

TicketsAtWork discounts

Job summary

designDATA, an IT managed services provider serving the Washington, DC area, seeks an End User Support Technician who thrives in a collaborative, growth‑minded culture. You will diagnose and fix hardware and software issues, provide onsite client support, and help keep systems productive and secure.

You will document solutions, manage tickets, and coach junior staff on incident resolution. The role rewards clear communication, customer service excellence, and hands‑on troubleshooting to empower

Responsibilities

• Troubleshoots and resolves workstation, server, and communications software/hardware issues, including more advanced topics.
• 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.

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:

• 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.

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.