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Alternate job titles: IT Help Desk Manager | IT User Support - Manager | Technical Customer Support Manager

Manages a team of support personnel who troubleshoot and resolve IT issues. Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time. Develop and train help desk staff. 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. Typically requires a bache more...



Alternate job titles: Help Desk Technician II | Help Desk Tier 2 Specialist

Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. May require an associate degree or its equivalent. Typically reports to a supervisor or manager. Gains or has attained full proficiency in a specific area of discipline. Works under moderate sup more...


Alternate job titles: IT User Support - Manager | Technical Customer Support 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 more...


Alternate job titles: Help Desk Support | Help Desk Tier 2 Specialist

The Help Desk Technician II identifies, researches and resolves technical problems of moderate complexity. Provides support to end users for computer, application, system, device, access and hardware issues. Being a Help Desk Technician II 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 II may coordinate with other teams or departments to resolve user problems. May require an associate's degree or its equivalent. Typically reports to a supervisor or manager more...



Alternate job titles: Help Desk Support, Sr. | Help Desk Technician III | Help Desk Tier 3 Specialist | IT End User Support Senior Specialist | User Problem Support Senior Specialist

The Help Desk Senior Technician 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 Senior Technician 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 Senior Technician 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 more...


Alternate job titles: Help Desk Support, Sr. | Help Desk Senior Technician | Help Desk Tier 3 Specialist | IT End User Support Senior Specialist | User Problem Support Senior Specialist

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 l more...



Alternate job titles: Help Desk Operations Supervisor I | IT/IS Help Desk Supervisor I | User Support Help Desk Supervisor I

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally h more...


Alternate job titles: Help Desk Operations Supervisor III | IT/IS Help Desk Supervisor III | User Support Help Desk Supervisor III

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Coordinates referrals to appropriate technical, professional or service personnel for follow-up. May require a bachelor's degree. Typically reports to a manager. Supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production en more...


Alternate job titles: Help Desk Operations Supervisor II | IT/IS Help Desk Supervisor II | User Support Help Desk Supervisor II

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Coordinates referrals to appropriate technical, professional or service personnel for follow-up. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive more...



Alternate job titles: IT/IS Help Desk Supervisor II | User Support Help Desk Supervisor II

The Help Desk Operations Supervisor II identifies, researches, and resolves complex technical problems. Supervises the day-to-day operations of the help desk. Being a Help Desk Operations Supervisor II documents, tracks, and monitors problems to ensure resolution in a timely manner. Creates and manages escalation procedures and ensures service levels are maintained. In addition, Help Desk Operations Supervisor II coordinates referrals to appropriate technical, professional or service personnel for follow-up. May require a bachelor's degree. Typically reports to a manager or head of a unit/depa more...


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