End User Support Technician - Tier 3 - designDATA

Established in 1979, designDATA, a subsidiary of Doyon Government Group (DGG), is a leading IT Managed Services Provider in the Washington, DC Metro area. We specialize in empowering organizations with scalable solutions for secure and efficient work environments. Through a client-centric approach, we align IT operations with organizational objectives, ensuring staff have the resources they need to thrive. Our services include 24/7 technical support, data center and cloud services, cybersecurity solutions, end-user training, and enterprise-level consulting. designDATA is a Microsoft Gold Certified, HP, VMware Enterprise, Cisco Premier Certified, Venture Tech Network, Symantec and Lenovo Partner.

The End User Support Technician - Tier 3 provides technical support to clients by troubleshooting applications, systems access, hardware, software, and network related issues. Identifies and resolves complex issues or escalates issues to the End User Support Technician Tier 4 or the Technical Account Manager. Documents and monitors service requests to ensure that the issue resolution meets or exceeds the service level standard for owned tickets as well as tickets owned by Tier 1 and 2 technicians. Provides training and coaching and acts as an escalation point for Tier 1 and 2 Support Technicians. Provides onsite technical support for clients.

ESSENTIAL FUNCTIONS:

• 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.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• 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

KNOWLEDGE, SKILLS & ABILITIES:

• Good verbal, written, and telephone communication skills
• Solid problem-solving skills
• Good organizational and time management skills
• Strong customer service skills
• In-Person Conference Room and Remote Virtual Meeting Support
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
• Configure/deploy mobile devices using Meraki or similar MDM solutions
• 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
  • Google Workspace
  • Zoom video conferencing
• Optional experience with the following
  • AMX or Crestron AV Conference Room Equipment
  • Active Directory GPO & Security Group management
  • Configure Server hardware

QUALIFICATIONS:

• 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
• Preferred certifications:
  • A+
  • Microsoft Office Specialist
  • Apple Certified Support Professional
  • Apple Certified Mac Technician (ACMT)
  • Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10)
  • Google IT Support Professional

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities.

PHYSICAL DEMANDS: The individual will be subject to sedentary work with the majority of hours in a professional office environment and will need to be able to quickly respond to a change in work demands. The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required.

SALARY & BENEFITS: Salary range for this position is $65,000-$75,000 per year. Exact compensation will vary based on skills, experience, education, certifications, and work location. Employees are eligible to enroll in medical, vision, dental, flexible spending, employee assistance program, group and voluntary life and disability insurance and 401(k) retirement plan. Paid Time Off, 10 paid holidays, 5 bereavement and 10 jury duty paid leave.

PREFERENCE STATEMENT: designDATA, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

REASONABLE ACCOMMODATION: It is designDATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

DRUG TESTING: Pre-employment drug testing, is a mandatory part of our commitment to a safe and secure workplace.

PAY TRANSPARENCY STATEMENT: designDATA Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (253) 344-5300

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.com.