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Associate Technical Account Manager

Doyon, Limited

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Gaithersburg, MD
LOCATION

Job Description

As posted by the hiring company

Job Overview:

Overview

JOB SUMMARY: The Associate Technical Account Manager is responsible for working closely with our customers, building relationships with them and helping them achieve their technical goals and overcome technical challenges.

Responsibilities

ESSENTIAL FUNCTIONS:

  • Take strong, personal responsibility for the health of the customer’s IT environment and the relationship with the customer.
  • Ensure that any member of designDATA should be able to interact and support the customer’s IT environment
  • Ensure that a customer’s point of contact, staff, and executive team have confidence in both your ability to support their network and in the overall designDATA team’s ability to provide prompt, accurate, and comprehensive technical services for all areas of the customer’s IT environment
  • Improve the health and functionality of the IT environment to meet the customer’s business needs.
  • Manage, configure, support, and troubleshoot almost all of the elements of a customer’s IT environment without assistance.
  • Design and lead an install of systems comprising an end user’s environment, as well as provide a professional assessment of an existing installation.
  • Serve as an SME and provide escalation support and technical guidance to less senior designDATA technical staff.
  • Confidently use and interact with operational and service platforms (Kaseya, IT Glue, ConnectWise, etc.)

ADDITIONAL FUNCTIONS:

  • Design and lead an install of all the elements of a customer’s IT environment and provide a professional assessment of an existing installation.
  • Manage multiple client accounts simultaneously.
  • Manage multiple projects simultaneously, and effectively manage project teams.
  • Troubleshoot and resolve issues with customer business applications, system access, desktop hardware, and network communication (either onsite or remotely).
  • Manage, configure, support, and troubleshoot almost all of the elements of a customer’s end user environment without assistance.
  • Schedule labor resources and provide long-term capacity planning.
  • Serve as the technical lead/oversee customer onboarding activities.

Qualifications

CERTIFICATIONS:

  • CompTIA A+ Certification Required
  • Microsoft Office Specialist Required
  • Microsoft 365 Certified: Modern Desktop Administrator Associate Required
  • One intermediate certification (such as a Microsoft MCSA or Cisco CCNA) Required
  • Attain either a second intermediate certifications (such as a Microsoft MCSA or Cisco CCNA) or one advanced certification (such as a Microsoft MCSE or Cisco CCDP) within first seven months in this role and keep them current.

KNOWLEDGE, SKILLS & ABILITIES:

  • Good verbal, written, and telephone communication skills
  • Solid problem-solving skills
  • Good organizational and time management skills
  • Strong customer service skills
  • Required experience with the following:
    • ConnectWise or similar ticket or case management system
    • Microsoft Office applications
    • Kaseya or similar remote access software
    • Windows workstation installation and configuration
    • Hardware and networking topology
    • Configure and troubleshoot Office 365
    • Configure and troubleshoot VMWare
    • Configure and troubleshoot Windows Server
    • Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)
    • Configure and troubleshoot network switches, firewalls, and wireless access points

QUALIFICATIONS:

  • High school diploma or GED required; prefer Associate’s degree or higher
  • 12+ months of relevant experience in a technical help desk environment
  • 24+ months of relevant experience in a systems administration role
  • 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 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.

 

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 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 http://www1.eeoc.gov/employers/upload/eeoc_self_print_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 [email protected]

Only qualified applicants will be notified.