Technical Support Specialist

4 weeks ago

Gaithersburg, Maryland, United States Doyon Full time
Job Summary

We are seeking a highly skilled and experienced Technical Support Specialist to join our team as a Tier 3 End User Support Technician. This role will provide technical support to clients by troubleshooting applications, systems access, hardware, software, and network related issues.

Key Responsibilities
  • Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues
  • Collaborate with other End User Support Technicians, Technical Account Managers, and Client Technology Manager when escalating and resolving complex issues
  • Create clear, concise documentation in instructional knowledge-based articles
  • Open, update, track, and close tickets in the ticket management system
  • Provide active troubleshooting and resolution guidance to Tier 1 and 2 technicians
  • Coach and train Tier 1 and 2 technicians on technical topics and issue resolution management
Additional Duties and Responsibilities
  • Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects
  • Participate in Client Business Reviews when requested
  • Lead small internal projects as directed by the Client Technology Manager or Technical Account Manager
Requirements
  • Good verbal, written, and telephone communication skills
  • Solid problem-solving skills
  • Good organizational and time management skills
  • Strong customer service skills
  • In-Person Conference Room and Remote Virtual Meeting Support
  • Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
  • Configure/deploy mobile devices using Meraki or similar MDM solutions
Preferred Qualifications
  • 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
  • Google Workspace
  • Zoom video conferencing
Salary and Benefits

The salary range for this position is $65,000-$75,000 per year. Employees are eligible to enroll in medical, vision, dental, flexible spending, employee assistance program, group and voluntary life and disability insurance, and 401(k) retirement plan. Paid Time Off, 10 paid holidays, 5 bereavement, and 10 jury duty paid leave.

Preference Statement

designDATA, 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.

Reasonable Accommodation

It is designDATA, 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.

Drug Testing

Pre-employment drug testing is a mandatory part of our commitment to a safe and secure workplace.

Pay Transparency Statement

designDATA 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.

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