Senior End User Support Technician & Escalation Lead

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

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