Apply on Employer Site

designDATA · 1 month ago

End User Support Technician Tier 3

Gaithersburg, MD

Full-time

Onsite

Entry, Mid Level

2+ years exp

designDATA is a company that provides technical support to clients. The End User Support Technician Tier 3 will troubleshoot applications, systems access, and network-related issues while also providing guidance and training to Tier 1 and 2 technicians.

ConsultingInformation TechnologyLegal

Responsibilities

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

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

Provides supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects

Participates in Client Business Reviews when requested

Leads small internal projects as directed by the Client Technology Manager or Technical Account Manager

Qualification

ConfigureTroubleshoot Office 365VMWareMicrosoft Deployment ToolkitConnectWiseSimilar ticket managementKaseyaSimilar remote access softwareWindows workstation installationHardwareNetworking topologyVendor support/managementA+ certificationMicrosoft Office SpecialistACMTMicrosoft 365 CertifiedCustomer service skillsVerbal communicationSolid problem-solving skillsOrganizational skills

Required

High school diploma or GED required

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 Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)

Good verbal, written, and telephone communication skills

Solid problem-solving skills

Good organizational and time management skills

Strong customer service skills

Configure and troubleshoot Office 365

VMWare

Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)

Required experience with the following: ConnectWise or similar ticket or case management system, Microsoft Office applications, Kaseya or similar remote access software, Push/install critical updates to workstations and servers (patching), Windows workstation installation and configuration, Hardware and networking topology, Vendor support/management

Preferred

Associate degree or higher

Optional experience with the following: Promotion and demotion of server roles; configure server roles, Active Directory replication, Configure Server hardware, Configuration of VMWare

Optional certifications: MCSA Server 2016, Network+, Security+, CCNA