The Help Desk Technician III identifies, researches and resolves the most complex technical problems. Provides support to end users for computer, application, system, device, access and hardware issues. Being a Help Desk Technician III documents, tracks, and monitors the problem using applicable systems and tools. Responds to telephone, email and on line requests for technical support. In addition, Help Desk Technician III 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's degree or its equivalent. Typically reports to a supervisor or manager. Being a Help Desk Technician III has gained proficiency in multiple competencies relevant to the job. Works independently within established procedures associated with the specific job function. Working as a Help Desk Technician III typically requires 3-5 years of related experience.
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The Help Desk User Support III troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Responds to end-user requests for technical assistance by phone, email, or ticketing system. Being a Help Desk User Support III utilizes product information or solution database to research, troubleshoot, and deliver solutions. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. In addition, Help Desk User Support III 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. May require an associate degree. Typically reports to a supervisor. Being a Help Desk User Support 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 Help Desk User Support III typically requires 3-5 years of related experience, or may need 2 years experience with additional specialized training and/or certification.