Doyon Limited

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End User Support Technician Tier 2

at Doyon Limited

Posted: 9/30/2019
Job Reference #: *974CF59EAB8B389B
Keywords: computer, technical

Job Description

Title
End User Support Technician Tier 2

Job Reference
19-0228

Post Date
9/4/2019

CARC
Yes

City/Location
Washington DC

Point of Hire
Seattle, WA

Company
DDATA - DesignDATA

Reports To
Director Of Customer Service Delivery

Type of Position
Regular Full-Time

FLSA Status
Exempt

Schedule
Varies

Description
JOB SUMMARY: End User Support Technician Tier 2 is a direct contact for customers and is the initial support level for customer issues. End User Support Technician Tier is responsible for receiving information, diagnosing symptoms, and resolving problems. This position will need to deliver customer service within specified service levels. Typically, End User Support Technician Tier will work on resolving straightforward problems. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems,
uninstalling/reinstalling basic software applications, verification of proper Hardware and Software setup, and assistance with navigating around application menus. The End User Support Technician Tier r is a member of a dedicated, high performing team of IT professionals providing 24 x 7 support to a fast-paced, international business organization.

ESSENTIAL FUNCTIONS:

• Strong understanding of available tools to assist in daily tasks
• Strong ability to troubleshoot workstation and server software and hardware
• Proficient experience with the following:
o Connect Wise
o AirWatch MDM
o RSA and token replacement, sync, PIN reset
o WASP
o Proof Point
o Scan Safe
o Symantec
o Kaseya and other remote connection tools / management
o Phone, remote, on-site support required
o Mobile devices such as Apple, Android, Blackberry devices
o OS’s with Windows and Macintosh
o Active Directory Services and Exchange Server

KNOWLEDGE, SKILLS & ABILITIES:
• Highly proficient communicator in written and verbal format
• Sense of urgency in completing assigned tasks
• Professional attire required
• Organized, attention to detail
• Desire to learn the environment and staff
• Ability to multi-task effectively
• Operate independently as well as on a team
• Ability to follow through effectively
• Ensure all VIP requested are updated, resolved or followed up on if necessary
• Flexibility for on-call rotations with other colleagues
• Presentation skills desired, public speaking, ability to teach.
• Documentation skills
• Ability to remain professional while under stressful situations
• Delivered prompt, accurate and excellent customer service
• Learn and follow SOPs – asking questions for clarification
• Self-motivator – if you find something to improve from existing standards, work towards improvement


Requirements
QUALIFICATIONS:
• Possess High school diploma or GED required, some college preferred
• Certifications are beneficial but not required. Desired certifications/examinations are:
• Microsoft Office certified
• Windows 7 or 10 certified
• Network+, Security+ certified
• 2+ years of relevant experience in a technical help desk 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.

PHYSICAL DEMANDS: The individual will be subject to sedentary work with the majority of hours in a professional office environment, and will need to be able to quickly respond to a change in work demands. The individual is required to have close visual acuity to perform activities such as viewing a computer terminal. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.) are required.

REASONABLE ACCOMODATION: It is Design Data Systems, 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 Systems, 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 h

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

Apply Online at www.doyon.com

We are a Federal Contractor and comply with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

We are an equal opportunity employer. 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 http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf. For questions on the job posting contact (253) 344-5300

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

Only qualified applicants will be notified.