Senior End User Support Technician – Onsite & Escalations

Doyon, Limited; Gaithersburg (MD); On-site; USD 70,000 - 95,000; Full time

Job summary

Doyon, Limited seeks an experienced End User Support Technician to troubleshoot and resolve complex workstation, server, and network issues. The role involves onsite client support, collaboration with Tier 1/2 staff, and creating knowledge articles.

You will manage tickets and mentor junior technicians. The ideal candidate has strong communication, problem-solving, and time-management skills, plus experience with Office 365, VMware, MDT, and ticketing systems.

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 ticket or case management systems (ConnectWise or similar).
• Microsoft Office applications.
• Kaseya or similar remote access software.
• Push/install critical updates to workstations and servers (patching).
• Windows workstation installation and configuration.
• Hardware and networking topology.
• Vendor support/management.

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 Managers when escalates 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

Verbal communication

Problem solving

Organizational skills

Customer service

Office 365

VMware

MDT deployment

Ticketing systems

Education

High school diploma or GED

ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)

A+

Microsoft Office Specialist

MCSA Server 2016

Network+

CCNA

Tools

ConnectWise

Kaseya

Microsoft Deployment Toolkit (MDT)

Office 365 deployment tooling

Job description

Doyon, Limited seeks an experienced End User Support Technician to troubleshoot and resolve complex workstation, server, and network issues. The role involves onsite client support, collaboration with Tier 1/2 staff, and creating knowledge articles.

You will manage tickets and mentor junior technicians. The ideal candidate has strong communication, problem-solving, and time-management skills, plus experience with Office 365, VMware, MDT, and ticketing systems.