JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilizes pre-defined call and ticket management procedures to identify, resolve, or escalate issues to Sys Admin/Team Captain. Assist with troubleshooting of client's IT infrastructure. Documents and monitors service requests to ensure that the issue resolution meets or exceeds the service level standard. Provide training to and is an escalation point for Tier 1, Tier 2 and Tier 3. Provide onsite technical support to end users.Essential Functions Provides troubleshooting and resolution for workstation, server, and communications software and hardware issues, including more advanced topics and situations Responsible for opening, updating, tracking and closing tickets in the ticket management system with minimal assistance from the Team Captain Collaborates with the Team Captain and Sys Admin/TAM with escalating and resolving complex issues Creates clear, concise documentation of issue resolution and instructional knowledge-based articles Provide troubleshooting and resolution for password issues, system unlocks, Microsoft Office applications. All proprietary applications. Collaborates with the Team Captain and/or Sys Admin/TAM with escalating and resolving complex issues. Collaborates with Team Captain and/or Sys Admin on all projects Request or create documentation of issue resolution and instructional knowledge-based articlesKnowledge, Skills & Abilities Good verbal, written, and telephone communication skills Solid problem-solving skills Good organizational and time management skills Strong customer service skills Configure and troubleshoot Office 365 VMWare vSphere and VDI Configure/Deploy workstations using MDT (Microsoft Deployment Toolkit) Required experience with the following: ConnectWise or similar ticket or case management system Microsoft Office applications Kaseya or similar remote monitoring and management tool/software Applying critical updates to workstations and servers (Patching) Windows workstation installation and configuration Hardware and Networking Topology Vendor Support/Management Multi-Tasking of ClientsProject Management Optional experience with the following Promotion and Demotion of Server Roles and to Configure Server Roles Active Directory Replication Configure Server Hardware Configuration of VMWareQualifications High school diploma or GED required, prefer Associate degree or higher Required certifications: A+ Microsoft Office Specialist - attain certification within first six months of employment ACMT (Apple) - attain certification within first year of employment MCSA Windows 10 - attain certification within first year of employment MCSA Windows Desktop 10 MCSA Server 2016 Network+, Security+ CCNA 1 year of relevant experience in a technical help desk environment Valid driver's license, insurance and reliable personal vehicleWORKING 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, 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.Apply Online at www.doyon.comdesign Data Inc. is a Federal Contractor and complies with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).design Data, 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 For questions on the job posting contact (253) 344-5300.EOE AAP M/F/V/DIf you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at dgghr@doyongovgrp.comOnly qualified applicants will be notified.Founded in 1979, Design Data Systems, Inc. is a leading IT services company serving the Washington, DC metropolitan area. Our company focuses on a variety of IT solutions including network management and service desk support, VOIP, Security, IT Consulting, Data Center & Cloud Services. We're devoted to providing reliable Computer Support to businesses that want to improve productivity and profitability and our staff of over one hundred technology professionals will work to ensure that technology is planned, implemented and managed to align to our client's organizations business objectives.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: 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 hWe 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.Apply Online at www.doyon.com