Sample Job Description for Help Desk User Support III
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Help Desk User Support III Job Overview
Help Desk User Support III Job Description Sample
Responds to end-user requests for technical assistance by phone, email, or ticketing system.
JOB LEVEL
A03
EDUCATION/DEGREE
Associate's Degree
REPORTS TO
Supervisor
Salary Range
BASE 50%
$70,880
TOTAL 50%
$72,280
Job Responsibilities for Help Desk User Support 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.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Entry LAN Support | The Entry LAN Support recommends and schedules repairs. Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to LAN. Being an Entry LAN Support installs and configures workstations. Provides end users support for all LAN- based applications. In addition, Entry LAN Support may require an associate's degree in a related area. Typically reports to a project leader or manager. Working as an Entry LAN Support typically requires 0-2 years of related experience. Works on projects/matters of limited complexity in a support role. Work is closely managed. |
| 2 | Intermediate LAN Support | The Intermediate LAN Support recommends and schedules repairs. Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to LAN. Being an Intermediate LAN Support installs and configures workstations. Provides end users support for all LAN- based applications. In addition, Intermediate LAN Support may require an associate's degree in a related area. Typically reports to a project leader or manager. Working as an Intermediate LAN Support typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. |
| 3 | LAN Application User Support III | The LAN Application User Support III recommends and schedules repairs. Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to LAN. Being a LAN Application User Support III installs and configures workstations. Provides end users support for all LAN- based applications. In addition, LAN Application User Support III may require an associate's degree in a related area. Typically reports to a project leader or manager. Working as a LAN Application User Support III typically requires 4 to 7 years of related experience. Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. |
| 4 | Front Desk Coordinator III | The Front Desk Coordinator III completes security procedures such as issuing badges or visitor passes. Greets visitors and maintains visitor logs. Being a Front Desk Coordinator III responds to internal and external inquiries. Performs administrative activities such as booking meeting rooms, arranging transportation, receiving and sending mail and packages. In addition, Front Desk Coordinator III may provide back up for clerical projects or route phone calls. Requires a high school diploma or equivalent. Typically reports to a supervisor. Being a Front Desk Coordinator III works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. Working as a Front Desk Coordinator III typically requires 3-5 years of related experience, or may need 2 years experience with additional specialized training and/or certification. |
| 5 | IT Help Desk Manager | The IT Help Desk Manager ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Manages a team of support personnel who troubleshoot and resolve IT issues. Being an IT Help Desk Manager develop and train help desk staff. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time. In addition, IT Help Desk Manager analyze help desk activities and develop tools and process improvements to optimize service and staff performance. May maintain help desk software and make recommendations for new systems. Typically reports to Unit or department head. The IT Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as an IT Help Desk Manager typically requires more than 5 years experience of related support services experience. 1 to 3 years supervisory experience may be required. |
Help Desk User Support III Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Standard Operating Procedures (SOP) | Level 2 |
| Service Excellence | Level 2 |
| Attention to Detail | Level 3 |
