End User Support Technician Tier 3
On-siteDistrict of Columbia, United States
Job Summary
Troubleshoot and resolve complex workstation, server, and network issues for clients, including advanced hardware and software configurations. Provide onsite technical support and act as an escalation point for Tier 1 and 2 technicians, offering active guidance and coaching on issue resolution. Collaborate with Technical Account Managers and Client Technology Managers to lead internal projects and participate in business reviews. Create instructional knowledge-based articles and manage tickets in the ConnectWise system to ensure service level standards are met. Requires A+ certification, Microsoft Office Specialist, and a valid driver's license.
Required Qualifications
- High school diploma or GED
- Associate degree or higher
- 2 years of relevant experience in a technical help desk environment
- Valid driver's license, insurance and reliable personal vehicle
- A+ certification
- Microsoft Office Specialist certification
- ACMT (Apple) or Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) certification
- ConnectWise or similar ticket or case management system experience
- Microsoft Office applications experience
- Kaseya or similar remote access software experience
- Push/install critical updates to workstations and servers (patching) capability
- Windows workstation installation and configuration capability
- Hardware and networking topology knowledge
- Vendor support/management capability
- Google Workspace experience
- Zoom video conferencing experience
- Good verbal, written, and telephone communication skills
- Solid problem-solving skills
- Good organizational and time management skills
- Strong customer service skills
- In-Person Conference Room and Remote Virtual Meeting Support capability
Desired Qualifications
- AMX or Crestron AV Conference Room Equipment experience
- Active Directory GPO & Security Group management experience
- Configure Server hardware experience
- MCSA Server 2016 certification
- Network+ certification
- Security+ certification
- CCNA certification
- Google IT Support Professional certification
- Apple Certified Support Professional certification
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