End User Support Technician-Tier 3

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.

About the Role

If you’re passionate about technology and want to work as part of a collaborative team with a growth mindset and a focus on delivering a top-tier customer experience, designDATA is the place for you! Our ideal candidate enjoys working on innovative solutions that help enable our clients to be productive and secure in their business processes. You have the desire and ability to solve complex issues, automate and modernize systems, and contribute to the empowerment of end-users.

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.

Benefits

• A strong company culture with an employee-first focus
• Medical plans through the Federal Employee Health Benefits program for tribal employers
• Comprehensive dental program that includes child orthodontic coverage
• Company-paid vision, life, short-term, and long-term disability insurance
• 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