End User Support Technician Tier 3

Overview

JOB SUMMARY:Provides technical support to clientsbytroubleshootingapplications, systems access,hardware,software,and network related issues.

Identifiesandresolves complex issuesor escalatesissuestothe End User Support Technician

Tier4or the Technical Account Manager.

Documents and monitors service requests to ensure that theissueresolution meets or exceeds the service level standard for owned tickets as well as tickets owned by Tier 1 and 2 technicians.

Providestrainingand coaching andacts asan escalation point for Tier 1and 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 withother End User Support Technicians, Technical Account Manager sand Client Technology Managerwhenescalating and resolving complex issues.
• Creates clear, concise documentationininstructional knowledge-based articles.
• Opens, updates, tracks, andclosestickets 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 technicalassistanceto Technical Account Managers and Client Technology Managers on special projects.
• Participates in Client Business Reviews when requested.
• Leadssmallinternal 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
• Configure and troubleshoot Office 365
• VMWare
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
• 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 andnetworkingtopology
  • Vendor support/management
• Optional experience with the following:
  • Promotion and demotion ofserverroles; configureserverroles
  • Active Directory replication
  • Configure Server hardware
  • Configuration of VMWare

QUALIFICATIONS:

• High school diploma or GED required, preferassociatedegree or higher
• 2years 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

WORKING ENVIRONMENT:The majority ofwork 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 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…