End User Support Technician Tier 3

JOB SUMMARY:Providestechnical support to clientsbytroubleshootingapplications systems accesshardwaresoftwareand network related issues.Identifiesandresolves complex issuesor escalatesissuestothe End User Support TechnicianTier4or the Technical Account Manager.Documents and monitorsservice requeststo ensure that theissueresolution meets or exceeds the service level standardfor owned tickets as well as tickets owned by Tier 1 and 2 technicians.Providestrainingand coaching andacts asan escalation point for Tier 1and 2Support Technicians.Provides onsite technical support for clients.

ESSENTIAL FUNCTIONS:

• Provides troubleshooting and resolution forworkstation server and communicationssoftware and hardwareissues including more advanced topics and situations.
• Provides onsite support for clients.
• Collaborates withother End User Support Technicians Technical Account ManagersandClient Technology Managerwhenescalating and resolving complex issues.
• Creates clear concise documentationininstructional knowledge-based articles.
• Opens updates tracks andclosestickets 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 ontechnical topics and issue resolution management.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Providessupplementary technicalassistanceto Technical Account Managers and Client Technology Managers on special projects.
• Participatesin Client Business Reviews when requested.
• Leadssmallinternal projects as directed by the Client Technology Manager or Technical Account Manager.

KNOWLEDGE SKILLS & ABILITIES:

• Goodverbal written and telephone communication skills
• Solidproblem-solving skills
• Goodorganizational and time management skills
• Strong customer service skills
• Configure and troubleshoot Office 365
• VMWare
• Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
• Requiredexperience with the following:
  • ConnectWise or similar ticket or case management system
  • Microsoft Office applications
  • Kaseya or similar remote access software
  • Push/installcritical updates to workstations and servers (patching)
  • Windows workstation installation and configuration
  • Hardware andnetworkingtopology
  • Vendorsupport/management
• Optional experience with the following:
  • Promotion anddemotion ofserverroles; configureserverroles
  • Active Directoryreplication
  • Configure Serverhardware
  • Configuration of VMWare

QUALIFICATIONS:

• High school diploma or GED preferassociatedegree or higher
• 2years of relevant experience in a technical help desk environment
• Valid drivers licenseinsuranceand reliable personal vehicle
• Required certifications:
  • A
  • Microsoft Office Specialist
  • ACMT (Apple)orMicrosoft 365 Certified: Modern Desktop Administrator Associate(Windows 10)
• Optional certifications:
  • MCSA Server 2016
  • Network Security
  • CCNA

WORKING ENVIRONMENT:Themajority ofwork is performed in a professional office setting with a wide variety of people with differing functionspersonalitiesand abilities.

REASONABLE ACCOMODATION: It is design DATA 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.

PREFERENCE STATEMENT: design Data 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 which include but are not limited to hiring promotion layoff transfer and training.

PAY TRANSPARENCY STATEMENT: design Data 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. However employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consent with the contractors legalduty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity or national origin disability veteran status and other protected characteristics. The EEO is the Law and the poster is available For questions on the job posting contact .

If you need assistance or special accommodations during the application process please contact the appropriate Human Resources Department at .