Help Desk Support Specialist III responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Being a Help Desk Support Specialist III advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using help desk systems or tools. Additionally, Help Desk Support Specialist III 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. May require an associate degree or equivalent. Typically reports to a supervisor. The Help Desk Support Specialist III works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support Specialist III typically requires 3-5 years of related experience, or may need 2 years experience with additional specialized training and/or certification.
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