End User Support Technician Tier 3

JOB SUMMARY: 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.

Responsibilities

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., * 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., * 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 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 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) consent with the contractor’s legal duty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

Help Desk, Coaching, Software Administration, Problem Solving Skills, Maintenance Services, Help Desk, Customer Support/Service, Technical Support, Training/Teaching, Sales Management, * 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:
• 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
• Optional experience with the following:
• Promotion and demotion of server roles; configure server roles
• Active Directory replication
• Configure Server hardware
• Configuration of VMWare, * 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