End User Support Technician Tier 3 (SEIU)

Designdata; Washington (District of Columbia); Hybrid; USD 65,000 - 90,000; Full time

Job summary

design Data, Inc. is seeking an experienced End User Support Technician to provide on-site and remote technical assistance for clients, troubleshooting workstation, server, software, hardware, and network issues.

You will escalate complex cases to Tier 4 or TAMs, document resolutions, and coach Tier 1–2 technicians to improve service delivery. The role emphasizes strong communication, problem-solving, and collaboration with Technical Account Managers, Client Technology Managers, and other

Qualifications

• High school diploma or GED required, associate degree or higher preferred.
• 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, Google IT Support Professional, Apple Certified Support Professional.

Responsibilities

• Troubleshoot workstation, server, software and hardware issues, including advanced topics.
• Provide onsite client support.
• Collaborate with Tier 1–2, TAMs and Client Technology Manager on complex issues.
• Create clear documentation in instructional knowledge-based articles.
• Open, update, track, and close tickets in the ticket management system.
• Provide active troubleshooting and resolution guidance to Tier 1–2 technicians.
• Coach and train Tier 1–2 on technical topics and issue resolution management.
• Assist TAMs and Client Technology Managers on special projects.
• Participate in Client Business Reviews when requested.
• Lead small internal projects as directed.

Skills

Verbal communication

Written communication

Telephone communication

Problem solving

Time management

Customer service

Onsite/Remote support

MDT deployment

Meraki MDM

ConnectWise

Kaseya

Microsoft Office

Google Workspace

Zoom

Windows installation

Networking

Education

High school diploma or GED

Associate's degree or higher preferred

Tools

MDT (Microsoft Deployment Toolkit)

Meraki

ConnectWise

Kaseya

Microsoft Office

Google Workspace

Zoom

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 Managersand Client 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

KNOWLEDGE, SKILLS & ABILITIES:

• Goodverbal, written, and telephone communication skills
• Solidproblem-solving skills
• Goodorganizational and time management skills
• Strong customer service skills
• In-Person Conference Room and Remote Virtual Meeting Support
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
• Configure/deploy mobile devices using Meraki or similar MDM solutions
• 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
  • Google Workspace
  • Zoom video conferencing
• Optional experience with the following:
  • AMX or Crestron AV Conference Room Equipment
  • Active DirectoryGPO & Security Group management
  • Configure Serverhardware

Qualifications

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
  • Google IT Support Professional
  • Apple Certified Support Professional

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 other employees 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].