Senior End User Support Technician — Onsite & Mentoring

Doyon Limited

Gaithersburg (MD)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

design Data, Inc. seeks an experienced End User Support Technician to troubleshoot applications, systems access, hardware, software, and network issues. You will provide onsite support, escalate to Tier 4 or Technical Account Manager, and document services to maintain SLA compliance.

You will also train Tier 1/2 technicians, create knowledge articles, and participate in client reviews. Strong communication, problem-solving, and ITIL-like ticketing skills are required, with experience in Office

Qualifications

High school diploma or GED; associate degree 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 Modern Desktop Administrator Associate.

Responsibilities

Provide troubleshooting and resolution for workstation, server, and software/hardware issues.
Provide onsite client support.
Escalate and resolve complex issues with Tier 1/2 technicians and TAMs.
Create clear, concise knowledge base articles.
Open, update, track, and close tickets in the ticketing system.
Coach and train Tier 1/2 technicians on technical topics and escalation management.