Onsite Tier 2 End-User Tech Support Specialist

Doyon, Limited; Gaithersburg (MD); On-site; USD 50,000 - 65,000; Full time

Job summary

design Data, Inc. seeks a qualified IT Help Desk Technician to support workstation, server, and communications software in a professional Gaithersburg, MD office setting.

The role demands certifications (A+, MOS, M365) and at least one year of help desk experience, plus a valid driver’s license for onsite support. You will open, track, and resolve tickets, document solutions, and collaborate with Tier 3 and other managers to resolve complex issues.

Qualifications

• High school diploma or GED required; Associate's degree or higher preferred.
• Required certifications: A+, Microsoft Office Specialist, Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10).
• 1 year of relevant experience in a technical help desk environment.
• Valid driver's license, insurance and reliable personal vehicle.
• Working environment involves professional office setting with diverse teammates.

Responsibilities

• Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues.
• Open, update, track, and close tickets in the ticket management system with minimal assistance from Tier 3 and the Technical Account Manager.
• Create clear, concise documentation in instructional knowledge-based articles.
• Collaborate with Tier 3 Technician, Technical Account Manager and Client Technology Manager to resolve complex issues.
• Provide supplementary technical assistance on special projects and participate in Client Business Reviews as requested.
• Provide onsite support for clients upon request.

Skills

Communication skills

Problem-solving skills

Time management

Customer service

Team collaboration

Education

High school diploma or GED

Associate's degree or higher (preferred)

A+ Certification

Tools

ConnectWise

Kaseya

MDT

Windows

Office 365

Job description

design Data, Inc. seeks a qualified IT Help Desk Technician to support workstation, server, and communications software in a professional Gaithersburg, MD office setting.

The role demands certifications (A+, MOS, M365) and at least one year of help desk experience, plus a valid driver’s license for onsite support. You will open, track, and resolve tickets, document solutions, and collaborate with Tier 3 and other managers to resolve complex issues.