Help Desk Specialist III

Job Description

Job Description

Position Summary

The Help Desk Specialist III provides comprehensive technical support to end users within a large, distributed IT environment. The role identifies, researches, troubleshoots, documents, and resolves issues involving hardware, software, operating systems, network connectivity, remote access, mobile devices, peripherals, and related end-user technologies. The position requires strong technical troubleshooting, documentation, communication, and customer-service skills.

Key Responsibilities

·   Provide technical support to end users by telephone, email, remote-support tools, and in-person desktop support.

·   Identify, research, troubleshoot, and resolve hardware, software, connectivity, and other technical problems.

·   Create, document, track, monitor, update, and close incidents and service requests using the designated IT service management process.

·   Maintain ownership of assigned incidents and requests through completion or proper escalation.

·   Document unresolved issues accurately, route them to the appropriate resolver group or support pathway, and confirm resolution with end users.

·   Support software applications, operating systems, file maintenance, workstation and laptop configuration, remote access, and network communications.

·   Install, configure, test, troubleshoot, and support desktops, laptops, tablets, printers, monitors, scanners, multifunction devices, and other approved peripherals.

·   Troubleshoot local and network connectivity for computers, laptops, printers, telecommunications devices, and conferencing equipment.

·   Support user access to shared network resources.

·   Support software requests, installations, configurations, updates, patches, and troubleshooting.

·   Support new-user setups, account termination activities, portable-device setup, and remote-access requirements.

·   Provide support for mobile devices, video conferencing, and voice-over-IP connectivity.

·   Support hardware and software assignments, warranty issues, loaner equipment, and equipment lifecycle activities.

·   Assist with IT hardware and software inventory activities, including configuration, testing, distribution, reporting, and tracking.

·   Provide timely status updates and customer feedback on assigned incidents and requests.

·   Work within established service-level requirements, incident-priority processes, escalation procedures, and operating standards.

·   Provide end-user orientation, technical assistance, and ad hoc training.

·   Develop or maintain self-help documentation, frequently asked questions, and other technical support resources.

·   Support technical reporting and identification of recurring incident or problem trends.

Minimum Qualifications

·   Minimum of 6 years of industry experience providing IT or end-user technical support.

·   Demonstrated experience supporting end users across a variety of technical issues.

·   Demonstrated experience identifying, researching, troubleshooting, and resolving technical problems.

·   Experience providing technical support through telephone, email, remote-support methods, and/or in-person support.

·   Experience documenting, tracking, monitoring, and managing technical issues through resolution.

·   Experience supporting desktop and laptop hardware, operating systems, software, peripherals, and network connectivity.

·   Strong verbal and written communication skills.

·   Strong customer-service and problem-solving skills.

·   Ability to work effectively within established incident-management and escalation processes.

·   Ability to satisfy required personnel security, background investigation, system-access, and facility-access requirements.

·   Ability to work onsite at an assigned supported location.

Preferred Qualifications

·   CompTIA A+ certification.

Work Arrangement and Schedule

This is an onsite position supporting designated client facilities in Pennsylvania and Maryland. The role includes hands-on desktop support as well as remote technical assistance to users working from other locations. Limited situational telework may be authorized by the client when appropriate, but it is not guaranteed and should not be considered the normal work arrangement.

Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.

Company Description

Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.