End User Support Technician-Tier 2 jobs in United States
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designDATA ยท 1 day ago

End User Support Technician-Tier 2

positionGaithersburg, MD
timeFull-time
remoteOnsite
seniorityMid Level

designDATA is an IT Managed Services Provider focused on equipping organizations with scalable solutions. They are seeking an End User Support Technician-Tier 2 to troubleshoot and resolve technical issues while providing excellent customer service and support to clients.

ConsultingInformation TechnologyLegal
Hiring Manager
Rachel Barnes
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Responsibilities

Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues
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

Qualification

TroubleshootingClient supportTechnical documentationTicket management systemCollaboration skills

Required

Passionate about technology
Ability to work as part of a collaborative team
Focus on delivering a top tier customer experience
Enjoys working on innovative solutions
Desire and ability to solve complex issues
Ability to automate and modernize systems
Ability to contribute to the empowerment of end-users
Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues
Open, update, track, and close tickets in the ticket management system with minimal assistance
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

Benefits

Medical plans are through the Federal Employee Health Benefits program for tribal employers
Comprehensive dental program that has 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!

Company

designDATA

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designDATA is a IT services company that offers technology support, consulting, cloud, and datacenter services to SMEs.
dateFounded in 1979
location
Gaithersburg, Maryland, USA
people-size51-200 employees
web-link
http://www.designdata.com/

Funding

Current Stage
Growth Stage
Total Funding
unknown
2015-10-21Acquired
Company data provided by crunchbase