Senior End User Support Technician - Escalations & Onsite

UNAVAILABLE; Gaithersburg (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

design Data, Inc. seeks an experienced End User Support Technician to provide onsite and remote technical support for clients. You will troubleshoot workstation, server, and network issues, document solutions, and mentor Tier 1 and 2 staff.

You will collaborate with Technical Account Managers and Client Technology Managers, assist with special projects, and participate in client reviews. A+ and Office Specialist certs are required; ACMT or Modern Desktop certs are a plus.

Qualifications

• 2 years of relevant experience in a technical help desk environment.
• Certifications in A+ and Microsoft Office Specialist required; ACMT or Microsoft 365 Modern Desktop Associate (Windows 10) preferred.

Responsibilities

• Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues, including more advanced topics and situations.
• Provides onsite support for clients.
• Collaborates with other End User Support Technicians, Technical Account Managers 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.
• Provides supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects.
• Participates in Client Business Reviews when requested.
• Leads small internal projects as directed by the Client Technology Manager or Technical Account Manager.

Skills

Office 365 configuration

VMware

MDT

ConnectWise

Kaseya

Windows installation

Hardware troubleshooting

Networking basics

Vendor management

Customer service

Problem solving

Documentation

Education

High school diploma or GED

Associate degree preferred

Tools

MDT

ConnectWise

Kaseya

VMware

Windows Server

Microsoft Office

Job description

design Data, Inc. seeks an experienced End User Support Technician to provide onsite and remote technical support for clients. You will troubleshoot workstation, server, and network issues, document solutions, and mentor Tier 1 and 2 staff.

You will collaborate with Technical Account Managers and Client Technology Managers, assist with special projects, and participate in client reviews. A+ and Office Specialist certs are required; ACMT or Modern Desktop certs are a plus.