Onsite IT Support Technician & Troubleshooting Expert

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

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.