Apply on Employer Site

designDATA · 1 month ago

End User Support Technician Tier 2

Gaithersburg, MD

Full-time

Onsite

Entry Level

1+ years exp

designDATA is a company that provides technical support to clients. The End User Support Technician Tier 2 role involves troubleshooting applications, systems access, and resolving hardware, software, and network-related issues while documenting service requests and providing guidance to Tier 1 technicians.

ConsultingInformation TechnologyLegal

Responsibilities

Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues

Open, update, track, and close tickets in the ticket management system with minimal assistance from the Tier 3 technician and the Technical Account Manager

Create clear, concise documentation in instructional knowledge-based articles

Collaborate with the Tier 3 Technician, Technical Account Manager and Client Technology Manager to escalate and resolve complex issues

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

Participate in Client Business Reviews when requested

Provide onsite support for clients upon request from the Client Technology Manager

Qualification

ConnectWiseMicrosoft OfficeKaseyaWindows installationA+ certificationMicrosoft Office SpecialistMicrosoft 365 CertifiedOffice 365 troubleshootingVMWareMDT configurationCustomer serviceProblem-solvingCommunication skillsOrganizational skillsTime management

Required

High school diploma or GED required; prefer Associate's degree or higher

Required certifications: A+, Microsoft Office Specialist, Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)

1 year of relevant experience in a technical help desk environment

Valid driver's license, insurance and reliable personal vehicle

Good verbal, written, and telephone communication skills

Solid problem-solving skills

Good organizational and time management skills

Strong customer service skills

Required experience with the following: ConnectWise or similar ticket or case management system, Microsoft Office applications, Kaseya or similar remote access software, Windows workstation installation and configuration, Hardware and networking topology