End User Support Technician-Tier 2

KEY RESPONSIBILITIES

• Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues including but not limited to: O365 and M365 applications, Microsoft Deployment Toolkit, VMWare.
• 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.

WHAT WE OFFER

• A strong company culture with an employee-first focus
• Medical plans through the Federal Employee Health Benefits program for tribal employers
• A comprehensive dental program with child orthodontic coverage
• Company paid vision, life, short-term and long-term disability
• Additional voluntary benefit programs
• 401(k) with a generous match
• 11 annual paid company holidays
• Generous paid time off including accrued PTO, Floating Holidays, Emergency Medical Leave, and Parental Leave
• Hiring referral bonus
• TicketsAtWork – an exclusive discount program with access to entertainment, travel, activities, pet insurance, and much more!

ABOUT US

Established in 1979, designDATA is an IT Managed Services Provider operating out of the Washington, DC Metro area. We are focused on equipping organizations with scalable solutions that enable teams to do their best work securely. We provide 24/7 tech support, data center and cloud services, robust cybersecurity solutions, exceptional end-user training, and enterprise-level consulting services. We strive to see the world through our clients' eyes, aligning IT operations with organizational priorities, and ensuring staff have the resources they need to excel.