End User Support Technician Tier 3

Overview

JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, hardware, software, and network related issues. Identify and resolve complex issues or escalates issues to the End User Support Technician Tier4 or the Technical Account Manager. Documents and monitors service requests to ensure that the issuer 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:
  • Connect Wise 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
• Required certifications:
  • A+
  • Microsoft Office Specialist
  • ACMT (Apple) or Microsoft 365 Certified:
    Modern Desktop Administrator Associate (Windows 10)
• Optional certifications:
  • MCSA Server 2016
  • Network+, Security+
  • CCNA
  • Google IT Support Professional
  • Apple Certified 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.

REASONABLE ACCOMODATION: It is design DATA, 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.

PREFERENCE STATEMENT: design Data, 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.

PAY TRANSPARENCY STATEMENT: design Data, 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 the other employees…