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Doyon Universal End User Support Technician Tier 1 in Seattle, Washington

Description

Provide technical support to clients by troubleshooting and resolving hardware, software and network related issues. Utilizes pre-defined call and ticket management procedures to identify and resolve issues presented by clients through email, telephone, and the customer portal. Documents and monitors issues in the ticket management system to ensure that the issue resolution meets or exceeds the service level standard.

ESSENTIAL FUNCTIONS:

  • Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues

  • Responsible for opening, updating, tracking and closing tickets in the ticket management system

  • Collaborates with the Service Desk Senior Engineer and Team Captain with escalating and resolving complex issues

  • Creates clear, concise documentation of issue resolution and instructional knowledge-based articles

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 system

  • Microsoft Office applications

  • Remote access software

Requirements

QUALIFICATIONS:

  • High school diploma or GED required, prefer Associate’s degree or higher

  • Required certifications:

  • A+

  • Microsoft Office Specialist – attain certification within first six months 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. 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 ACCOMMODATION: 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: 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 Systems, 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.

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.

Apply Online at www.doyon.com

Design Data Systems, Inc. is a Federal Contractor and complies with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

Design Data Systems, Inc. is 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 at http://www1.eeoc.gov/employers/upload/eeocselfprint_poster.pdf. For questions on the job posting contact (253) 344-5300.

EOE AAP M/F/V/D

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.

  • Except as provided otherwise under applicable law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.

Title: End User Support Technician Tier 1

Job Reference: 20-0257

Post Date: 11/17/2020

CARC: Yes

City/Location: Gaithersburg

State: MD

Point of Hire: Seattle, WA

Company: DDATA - DesignDATA

Reports To: CTM

Type of Position: Regular Full-Time

FLSA Status: Non-Exempt

Hours: 40

Schedule: Varies

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