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# End User Support Technician Tier 1

- **Company:** Design Data Corporation
- **Location:** Gaithersburg, MD, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Office, Remote Access Technology, 3-tier Architectures
- **Published:** June 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4bdde4b0aa8752dc

## About the Role

Do you have a valid Driver's License license?, Do you have experience in User guides?, Do you have a High school diploma or GED?, * Good verbal, written, and telephone communication skills

 * Solid problem-solving skills
 * Good organizational and time management skills
 * Strong customer service skills
 * Optional experience with the following:
 + Ticket or case management systems
 + Microsoft Office applications
 + Remote access software, * High school diploma or GED required; prefer associate degree or higher
 * Required certifications:
 + A+
 + Microsoft Office Specialist - attain certification within first seven months of employment
o ACMT (Apple) - attain certification within first year of employment
o Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) - attain certification within first year of employment

 * 18+ months of relevant experience in a technical help desk or customer service environment
 * Valid driver's license, insurance, and reliable personal vehicle

## Description

JOB SUMMARY: Provide technical support to clients by troubleshooting application and systems access. 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 troubleshooting and resolution for password issues, system unlocks and Microsoft Office application issues

 * Troubleshoot and resolve general technical issues with guidance from the Tier 3 technician
 * Open, update, track, and close tickets in the ticket management system
 * Collaborate with the Tier 3 technician and the Technical Account Manager to escalate and resolve complex issues
 * Create clear, concise documentation in instructional knowledge-based articles., * Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects
 * Participate in Client Business Reviews when requested.


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