Senior End User Support Technician

Designdata

Gaithersburg (MD)

On-site

USD 50,000 - 75,000

Full time

4 days ago

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Job summary

design Data, Inc. is seeking an End User Support Technician to provide hands-on technical support for clients, troubleshoot workstation/server/software/hardware issues, and escalate complex cases as needed.

You will document solutions and contribute to knowledge articles while guiding Tier 1 and 2 staff on best practices. The role includes onsite client support, collaboration with Technical Account Managers, and participation in client reviews and internal projects.

Qualifications

Good verbal, written, and telephone communication skills.
Solid problem-solving skills.
Good organizational and time management skills.
Strong customer service skills.
Configure and troubleshoot Office 365.
VMware
Configure/deploy workstations using MDT (Microsoft Deployment Toolkit).
Required experience with ticketing and IT management tools.

Responsibilities

Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues.
Provides onsite support for clients.
Collaborates with other End User Support Technicians and Managers on escalations.
Creates documentation for knowledge-based articles.
Opens, updates, tracks, and closes tickets in the ticketing system.
Coaches and trains Tier 1 and 2 technicians on technical topics.