Also referred to as: Help Desk Senior Technician, Help Desk Technician III, Help Desk Tier 3 Specialist, IT End User Support Senior Specialist, User Problem Support Senior Specialist
Requirements and Responsibilities

Help Desk Support, Sr. provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves the most complex technical problems. Being a Help Desk Support, Sr. responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Additionally, Help Desk Support, Sr. coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty. May train, coach or assist less experienced team members. May require an associate degree or its equivalent. Typically reports to a supervisor or manager. The Help Desk Support, Sr. has gained proficiency in multiple competencies relevant to the job. Works independently within established procedures associated with the specific job function. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience.

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