End User Support Technician Tier 3

Doyon Limited, Doyon Drilling, Inc•Gaithersburg, MD

9d•Onsite

About The Position

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.

Requirements

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)
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
High school diploma or GED required
2 years of relevant experience in a technical help desk environment
Valid driver’s license, insurance and reliable personal vehicle
A+ certification
Microsoft Office Specialist certification
ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) certification

Nice To Haves

Promotion and demotion of server roles; configure server roles
Active Directory replication
Configure Server hardware
Configuration of VMWare
associate degree or higher
MCSA Server 2016 certification
Network+ certification
Security+ certification
CCNA certification

Responsibilities

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.