End User Support Technician Tier 3

Job Title

End User Support Technician Tier 3

Doyon, Limited

Join to apply for the End User Support Technician Tier 3 role at Doyon, Limited

• Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues, including more advanced topics and situations.
• Provides on-site 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 Tier 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.

• 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:
  
  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
• Optional experience: promotion and demotion of server roles; configure server roles, Active Directory replication, configure server hardware, configuration of VMWare

• High school diploma or GED required, preferably 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

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

We are an equal opportunity employer and comply with all non-discrimination obligations, including the VIE‑?; 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://(Use the "Apply for this Job" box below). For questions on the job posting contact (781) 312‑8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at

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