Doyon, Limited ยท 1 month ago
End User Support Technician Tier 2
Gaithersburg, MD
Full-time
Onsite
Entry Level
1+ years expDoyon, Limited is seeking an End User Support Technician Tier 2 to provide technical assistance and support for workstation, server, and communications software and hardware issues. The role involves managing tickets, creating documentation, and collaborating with other technicians to resolve complex issues.
Oil & Energy
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
Required
High school diploma or GED required
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
Required experience with the following: Microsoft Office applications
Required experience with the following: Kaseya or similar remote access software
Required experience with the following: Windows workstation installation and configuration
Required experience with the following: Hardware and networking topology
Preferred
Associate's degree or higher
Configure and troubleshoot Office 365
VMWare
Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
Company
Doyon, Limited
Doyon, Limited, the Native regional corporation for Interior Alaska, is a for-profit corporation with more than 20,000 shareholders.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Aaron Schutt
President & CEO
Julie Morman
Chief Operating Officer
Company data provided by crunchbase