Senior End User Support Technician – Tier 3

Doyon, Limited; Gaithersburg, Northern (MD, KY); Hybrid; USD 68,000 - 90,000; Full time

Job summary

design Data, Inc. is seeking an experienced End User Support professional to troubleshoot applications, systems access, hardware, software, and networking issues. The role involves onsite client support and acting as an escalation point for Tier 1 and 2 technicians.

You will document and monitor service requests to meet SLAs, provide training, and collaborate with Technical Account Managers and Client Technology Managers on complex cases. A strong customer-service orientation is essential.

Qualifications

• High school diploma or GED; associate degree preferred.
• 2 years of relevant tech support experience.
• Valid driver’s license and reliable vehicle.
• Certifications: A+, Microsoft Office Specialist, ACMT or Modern Desktop Administrator.
• Optional: MCSA Server 2016, Network+/Security+, CCNA.

Responsibilities

• Troubleshoot workstation, server, and networking hardware/software issues.
• Provide onsite client support.
• Escalate complex issues to Tier 4 or TAM.
• Create and maintain knowledge-base articles.
• Open, update, and close tickets in the ticketing system.
• Coach Tier 1/2 technicians on technical topics.

Skills

Office 365

VMware

MDT Deployment

Ticketing systems

ConnectWise

Kaseya

Customer service

Networking basics

Education

High school diploma or GED

Associate degree or higher

Tools

ConnectWise

Kaseya

MDT (Microsoft Deployment Toolkit)

Job description

design Data, Inc. is seeking an experienced End User Support professional to troubleshoot applications, systems access, hardware, software, and networking issues. The role involves onsite client support and acting as an escalation point for Tier 1 and 2 technicians.

You will document and monitor service requests to meet SLAs, provide training, and collaborate with Technical Account Managers and Client Technology Managers on complex cases. A strong customer-service orientation is essential.