End User Support Technician Tier 1

Overview

JOB SUMMARY: Provide technical support to clients by troubleshooting application and systems access. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the End User Support Technician Tier 3 and the Technical Account Manager. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard.

Responsibilities

ESSENTIAL FUNCTIONS:  

• Provide troubleshooting and resolution for password issues, system unlocks and Microsoft Office application issues 
• Troubleshoot and resolve general technical issues with guidance from the Tier 3 technician   
• Open, update, track, and close tickets in the ticket management system 
• Collaborate with the Tier 3 technician and the Technical Account Manager to escalate and resolve complex issues 
• Create clear, concise documentation in instructional knowledge-based articles.

ADDITIONAL DUTIES AND RESPONSIBILITIES: 

• Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects 
• Participate in Client Business Reviews when requested. 

KNOWLEDGE, SKILLS & ABILITIES: 

• Good verbal, written, and telephone communication skills  
• Solid problem-solving skills  
• Good organizational and time management skills 
• Strong customer service skills 
• Optional experience with the following: 
  • Ticket or case management systems 
  • Microsoft Office applications 
  • Remote access software 

Qualifications

QUALIFICATIONS: 

• High school diploma or GED required; prefer associate degree or higher 
• Required certifications: 
  • A  
  • Microsoft Office Specialist – attain certification within first seven months of employment 
    • ACMT (Apple) – attain certification within first year of employment 
    • Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) - attain certification within first year of employment 
• 18 months of relevant experience in a technical help desk or customer service environment 
• Valid driver’s license, insurance, and reliable personal vehicle

WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and 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 contractor’s legal duty 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 https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.