Service Desk Engineer (Help Desk User Support III)
Summary
| Title: | Service Desk Engineer (Help Desk User Support III) |
|---|---|
| ID: | 10225 |
| Department: | Information Technology |
| Location : | Fort Belvoir, VA |
Description
Location: Fort Belvoir, VA
Clearance: Active Secret (Eligible for TS/SCI)
Job Description:
Clearance: Active Secret (Eligible for TS/SCI)
Job Description:
- 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, utilize product information or the 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 reset passwords
- Fulfills all service level standards for response time and quality
- May require an associate's 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
