Senior End User Support Technician – Onsite & Escalations

Designdata; Gaithersburg, Northern (MD, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

design Data, Inc. seeks an End User Support Technician to provide technical support to clients, troubleshoot applications, systems access, hardware, software, and network issues.

The role documents tickets and ensures resolutions meet SLAs, coaches Tier1/2, and delivers onsite client support. The candidate collaborates with Technical Account Managers and Client Technology Managers on complex issues, writes knowledge articles, and can lead small internal projects.

Qualifications

• Good verbal, written, and telephone communication skills.
• Solid problem-solving skills.
• Strong organizational and time management skills.
• Excellent customer service skills.
• Configure and troubleshoot Office 365.
• VMware.
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit).
• Experience with ConnectWise or similar ticket/case management system.
• Experience with 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 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

Communication skills

Problem solving

Organizational skills

Customer service

Office 365

VMware

MDT deployment

Education

High school diploma or GED

Associate degree or higher preferred

Tools

ConnectWise

Kaseya

Microsoft Office

MDT

VMware

Job description

design Data, Inc. seeks an End User Support Technician to provide technical support to clients, troubleshoot applications, systems access, hardware, software, and network issues.

The role documents tickets and ensures resolutions meet SLAs, coaches Tier1/2, and delivers onsite client support. The candidate collaborates with Technical Account Managers and Client Technology Managers on complex issues, writes knowledge articles, and can lead small internal projects.