Senior End User Support Technician (Tier 3)

Doyon, Limited; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

Doyon, Limited is seeking an End User Support Technician to provide workstation, server, and software support in a professional office setting in Washington, DC. The role emphasizes onsite client support, rapid ticket handling, and collaboration with cross-functional teams.

The ideal candidate has 2+ years in a technical help desk, strong communication, and certifications such as A+ and Microsoft Office Specialist, with additional credentials preferred.

Qualifications

• High school diploma or GED required; associate degree preferred.
• 2 years of relevant experience in a technical help desk environment is required.
• Valid driver's license, insurance and reliable personal vehicle.
• Required certifications: A+, Microsoft Office Specialist, ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10).
• Optional certifications: MCSA Server 2016, Network+, Security+, CCNA, Google IT Support Professional, Apple Certified Support Professional.

Responsibilities

• Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues, including more advanced topics.
• 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.

Skills

2 years of relevant experience in a

Good verbal, written, and telephone

Strong customer service skills

Onsite/Remote support experience

MDT deployment experience

Meraki or MDM deployment

Windows workstation installation

Education

High school diploma or GED

Preferred associate degree or higher

A+

Microsoft Office Specialist

ACMT (Apple) or Modern Desktop Admin (Windows 10)

MCSA Server 2016

Network+

Security+

CCNA

Google IT Support Professional

Apple Certified Support Professional

Tools

ConnectWise

Kaseya

Meraki

MDT (Microsoft Deployment Toolkit)

Zoom

Google Workspace

Job description

Doyon, Limited is seeking an End User Support Technician to provide workstation, server, and software support in a professional office setting in Washington, DC. The role emphasizes onsite client support, rapid ticket handling, and collaboration with cross-functional teams.

The ideal candidate has 2+ years in a technical help desk, strong communication, and certifications such as A+ and Microsoft Office Specialist, with additional credentials preferred.