**Qualifications**

Qualifications

High school diploma or GED required; prefer associate degree or higher
Required certifications:
A+
Microsoft Office Specialist – attain certification within first seven months of employment
ACMT (Apple) – attain certification within first year of employment
Microsoft 365 Certified: Modern Desktop Administrator Associate (Windows 10) - attain certification within first year 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.

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.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

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 https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.

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

**Responsibilities**

Essential Functions

Provide troubleshooting and resolution for password issues, system unlocks and Microsoft Office application issues
Troubleshoot and resolve general technical issues with guidance from the Tier 3 technician
Open, update, track, and close tickets in the ticket management system
Collaborate with the Tier 3 technician and the Technical Account Manager to escalate and resolve complex issues
Create clear, concise documentation in instructional knowledge-based articles.

Additional Duties And Responsibilities

Provide supplementary technical assistance to Technical Account Managers and Client Technology Managers on special projects
Participate in Client Business Reviews when requested.

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 systems
Microsoft Office applications
Remote access software

Doyon, Limited

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