Skills & Competencies for Help Desk Support Specialist III

Help Desk Support Specialist III job profile

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JOB SUMMARY for Help Desk Support Specialist III

Responds to end-user requests for technical assistance by phone, email, or ticketing system.

JOB RESPONSIBILITIES for Help Desk Support Specialist III

Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality.

Help Desk Support Specialist III SALARY RANGE

BASE 50%
$67,476
TOTAL 50%
$69,040
Job Level
A03
Job Code
IT10000035
Education/Degree
Associate's Degree
Reports To
Supervisor

Help Desk Support Specialist III Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Help Desk Support Specialist III skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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12 general skills or competencies (Job family competencies) for Help Desk Support Specialist III

1 Job Family Competencies – Customer Support
Proficiency Level -2
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Describes the process flow in delivering customer care support.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
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Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
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Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
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2 Job Family Competencies – End-User Training
Proficiency Level -2
Skill definition-Creating and utilizing interactive guidance and learning methods to help users gain a full understanding of products and services.
Level 1 Behaviors
(General Familiarity)
Describes the possible outcomes of providing effective training to end-users.
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Level 2 Behaviors
(Light Experience)
Compiles online help files to aid the training needs of the end-users.
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Level 3 Behaviors
(Moderate Experience)
Aligns training approach with end-user needs to meet service expectations.
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Level 4 Behaviors
(Extensive Experience)
Delivers complex technical training to end-users to improve product adoption and utilization.
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Level 5 Behaviors
(Mastery)
Develops training strategies to achieve end-user goals and service requirements.
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3 Help Desk Support Specialist III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Help Desk Support Specialist III
Proficiency Level - 4
5 Competency for - Help Desk Support Specialist III
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Help Desk Support Specialist III

1 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -2
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Describes the purposes and benefits of Standard Operating Procedures (SOP).
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Level 2 Behaviors
(Light Experience)
Documents the SOP drafts and outlines for final approval.
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Level 3 Behaviors
(Moderate Experience)
Implements the use of SOP throughout our business to drive efficiency.
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Level 4 Behaviors
(Extensive Experience)
Enhances the SOP management system to improve efficiency and user experience.
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Level 5 Behaviors
(Mastery)
Designs a Standard Operating Procedure (SOP) strategy to align with our business objectives.
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2 Core Competencies – Service Excellence
Proficiency Level -2
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Emphasizes the importance and value of providing excellent service.
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Level 2 Behaviors
(Light Experience)
Directs customers to the appropriate team or department if predicament cannot be immediately resolved.
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Level 3 Behaviors
(Moderate Experience)
Develops and sustains productive working relationships with internal and external customers.
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Level 4 Behaviors
(Extensive Experience)
Coaches others on superior customer service strategies in diverse situations.
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Level 5 Behaviors
(Mastery)
Defines organizational service excellence vision, mission, and strategy.
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3 Help Desk Support Specialist III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Help Desk Support Specialist III
Proficiency Level - 4
5 Competency for - Help Desk Support Specialist III
Proficiency Level - 5

Summary of Help Desk Support Specialist III skills and competencies

There are 0 hard skills for Help Desk Support Specialist III.
12 general skills for Help Desk Support Specialist III, Customer Support, End-User Training, Remote Support, etc.
8 soft skills for Help Desk Support Specialist III, Standard Operating Procedures (SOP), Service Excellence, Attention to Detail, etc.
While the list totals 20 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Help Desk Support Specialist III, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Service Excellence, and be skilled in Attention to Detail.

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