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# End User Support Technician Tier 2

- **Company:** Design Data Corporation
- **Location:** Gaithersburg, MD, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Office, Remote Access Technology, Microsoft Deployment Toolkit, 3-tier Architectures, Vmware
- **Published:** July 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b60f1b8fd5a2cb2a

## About the Role

* 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
 * Microsoft Office applications
 * Kaseya or similar remote access software
 * Windows workstation installation and configuration
 * Hardware and networking topology

 * Optional experience with the following:
 * Configure and troubleshoot Office 365
 * VMWare
 * Configure/deploy workstations using MDT (Microsoft Deployment Toolkit), * High school diploma or GED required; prefer Associate's degree or higher
 * Required certifications:
 + 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.

## Description

JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the End User Support Technician Tier 3 and the Technical Account Manager. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 technicians. Provide onsite technical support to the client when requested by the Client Technology Manager., * 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


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