Tier 3 End User Support Technician - Onsite

Doyon Limited, Doyon Drilling, Inc; Gaithersburg (MD); On-site; USD 55,000 - 73,000; Full time

Job summary

design Data, Inc. is seeking an End User Support Specialist to troubleshoot workstation, server, and networking issues, and to provide onsite client support. You will document solutions, open and track tickets, and escalate complex problems to Tier 4 or the Technical Account Manager.

You will coach Tier 1/2 staff and participate in small internal projects. The role requires a high school diploma (or GED) with 2 years of help desk experience and certifications (A+, Office Specialist).

Qualifications

• High school diploma or GED required, prefer associate degree or higher.
• 2 years of relevant experience in a technical help desk environment.
• 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.

Responsibilities

• Provides troubleshooting for workstation, server, and communications software/hardware issues.
• Provides onsite support for clients.
• Escalates complex issues to Tier 4 or Technical Account Manager.
• Creates documentation and updates tickets in the system.
• Trains Tier 1 and 2 technicians on topics and resolution management.
• Leads small internal projects as directed.

Skills

Verbal communication

Written communication

Problem solving

Organizational skills

Customer service

Office 365 configuration/troubleshoot

VMware

MDT deployment

ConnectWise or similar

Kaseya or similar

Windows installation/configuration

Networking concepts

Vendor/supplier management

Education

High school diploma or GED

2 years experience in technical help desk

A+ certification

Microsoft Office Specialist

ACMT (Apple) or M365 Modern Desktop Administrator Associate (Windows 10)

Tools

MDT (Microsoft Deployment Toolkit)

VMware

ConnectWise

Kaseya

Job description

design Data, Inc. is seeking an End User Support Specialist to troubleshoot workstation, server, and networking issues, and to provide onsite client support. You will document solutions, open and track tickets, and escalate complex problems to Tier 4 or the Technical Account Manager.

You will coach Tier 1/2 staff and participate in small internal projects. The role requires a high school diploma (or GED) with 2 years of help desk experience and certifications (A+, Office Specialist).