Overview JOB SUMMARY: The Technical Lead 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. 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. Ensure that all designDATA staff can interact with 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 a customer’s IT environment without assistance. Manage multiple projects simultaneously, and effectively manage project teams. Design and lead an install of systems comprising an end user’s environment. Confidently use and interact with operational and service platforms (Kaseya, IT Glue, ConnectWise, etc.) ADDITIONAL FUNCTIONS: Troubleshoot and resolve issues with customer business applications, system access, desktop hardware, and network communication (either onsite or remotely). Manage, configure, support, and troubleshoot 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. Drive contract renewal and project sales activities within assigned accounts to meet service renewal and expansion targets Serve as an SME and provide escalation support and technical guidance to less senior designDATA technical staff. Design and conduct effective data analysis on designDATA’s operational and financial data. Co-lead and manage a diverse designDATA team. Qualifications QUALIFICATIONS: High school diploma or GED required; prefer associate degree or higher 12+ months of relevant experience in a technical help desk environment 36+ months of relevant experience in a systems administration role 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 Required certs: 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 One advanced certification (such as a Microsoft MCSE or Cisco CCDP) Required Attain either a second intermediate certifications (such as a Microsoft MCSA or Cisco CCNA) or a second advanced certification (such as a Microsoft MCSE or Cisco CCDP) within first seven months in this role and keep them current. 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.