IT Support Desk - Level III

Job Summary

The IT Service Desk Support Level 3 role helps to solve complex problems relating to computer hardware or software and provide solutions based on their technical knowledge, research and troubleshooting skills.

Essential Job Functions

Advise users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.

Document incidents using help desk systems or tools.

Escalate problems to appropriate levels or teams to achieve issue resolution.

Assist with installs or upgrades of software or devices, set up user profiles, or re-set passwords.

Fulfill all service level standards for response time and quality.

Identify and recommend improvements for the position, department, and company

Install, troubleshoot, and repair computer systems, hardware, software, and peripherals

Utilize remote tools and utilities for efficient support resolution

Perform server administration tasks, including Active Directory, File & Print services, DNS, DHCP

Administer and maintain network firewalls and switches

Assist with network and server solution design and architecture

Manage Office 365 Tenant setup and maintenance

Prioritize incidents and service requests using standard processes

Consult with customers on IT products and services

Share customer feedback and suggestions with team members and management

Actively participate in department meetings, quarterlies, and annual evaluations

Collaborate with team members to resolve customer issues

Minimum Required Education, Experience & Skills

Bachelor’s Degree in Computer Science plus three years of tech support experience.

A+ and Net+ Certification or equivalent required.

Advanced computer literacy skills.

Ability to adapt to a range of operating systems.

Verbal communications, listening and phone skills.

Organizational and multi-tasking skills.

Think logically and improvise to apply past knowledge and situations to new problems or symptoms.

Self-motivated with the ability to stay focused and meet goals, while proactively following up where store staff may not.

Establish a good relationship with other agents; working together and sharing knowledge is by far one of our department's most valuable strengths.

Work in fast-paced environment.

Physical & Mental Requirements: (check all that apply)

Required immunizations and vaccinations.

Ability to lift upwards of 50 pounds.

Ability to push or pull heavy objects using up to 100 pounds of force.

Ability to stand or sit for extended periods of time.

Ability to use fine motor skills to operate equipment and/or machinery.

Ability to properly drive and operate a company vehicle.

Ability to receive and comprehend instructions verbally and/or in writing.

Ability to use logical reasoning for simple and complex problem solving.

Occasionally requires exposure to communicable diseases or bodily fluids.

Ability to discriminate shades of color when reading a dipstick.

The information listed above is not comprehensive of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.