End User Support Technician Tier 3 jobs in United States
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Doyon, Limited ยท 1 month ago

End User Support Technician Tier 3

positionGaithersburg, MD
timeFull-time
remoteOnsite
seniorityEntry, Mid Level
date2+ years exp

Doyon, Limited is seeking an End User Support Technician Tier 3 to provide troubleshooting and resolution for workstation, server, and communications software and hardware issues. The role involves collaborating with other technicians, managing tickets, and providing support and training to Tier 1 and 2 technicians.

Oil & Energy

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

Office 365VMWareMDTWindows installationA+ certificationKaseyaMicrosoft Office SpecialistACMT certificationNetworking topologyActive DirectoryCustomer serviceProblem-solvingOrganizational skillsTime management

Required

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
High school diploma or GED required, prefer associate degree or higher
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)

Preferred

Promotion and demotion of server roles; configure server roles
Active Directory replication
Configure Server hardware
Configuration of VMWare
MCSA Server 2016
Network+
Security+
CCNA

Company

Doyon, Limited

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Doyon, Limited, the Native regional corporation for Interior Alaska, is a for-profit corporation with more than 20,000 shareholders.
dateFounded in 1972
location
Fairbanks, Alaska, US
people-size501-1000 employees
web-link
http://www.doyon.com

Funding

Current Stage
Late Stage

Leadership Team

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Aaron Schutt
President & CEO
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Julie Morman
Chief Operating Officer
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Company data provided by crunchbase