Senior End User Support Technician — Onsite & Mentoring

Doyon Limited; Gaithersburg (MD); On-site; USD 55,000 - 75,000; Full time

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.

Skills

Troubleshooting

Onsite support

Customer service

Office 365

VMware

MDT deployment

ConnectWise

Windows

Documentation

Networking basics

Education

High school diploma or GED

Associate degree preferred

A+ certification

Microsoft Office Specialist

ACMT or Modern Desktop Administrator Associate

Tools

ConnectWise

Kaseya

MDT

VMware

Job description

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