End User Support Technician Tier 2
On-siteGaithersburg, Maryland, United States
EXPIREDGaithersburg, Maryland, United StatesOn-siteFull TimeAssociates DegreeLarge
Full TimeAssociates DegreeLarge
Job Summary
Troubleshoot workstation, server, and communications software/hardware issues while opening, tracking, and closing tickets in the management system. Create instructional knowledge-based articles and provide guidance to Tier 1 technicians. Escalate complex problems to Tier 3 technicians, the Technical Account Manager, and Client Technology Managers. Deliver onsite support when requested by the Client Technology Manager and participate in Client Business Reviews. Requires A+ certification, Microsoft 365 expertise, and a valid driver's license.
Required Qualifications
- High school diploma or GED
- Associate's degree or higher
- A+ certification
- Microsoft Office Specialist certification
- Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) certification
- 1 year of relevant experience in a technical help desk environment
- Valid driver's license
- Insurance
- Reliable personal vehicle
- Good verbal, written, and telephone communication skills
- Solid problem-solving skills
- Good organizational and time management skills
- Strong customer service skills
- ConnectWise or similar ticket or case management system experience
- Microsoft Office applications experience
- Kaseya or similar remote access software experience
- Windows workstation installation and configuration experience
- Hardware and networking topology knowledge
Desired Qualifications
- Associate's degree or higher (preferred over required)
- Configure and troubleshoot Office 365 experience
- VMWare experience
- Configure/deploy workstations using MDT (Microsoft Deployment Toolkit) experience
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