About this role
Help Desk Support III
Job Description: Follows standard operation procedures and principles to execute tasks associated with supporting end users on a variety of computing issues, especially related to personal computing or network computing as part of the IT Help Desk process.
Additional Qualifications/Requirements: Work – Onsite (HQ – Dallas, Texas) • Candidates eligible for the Military Spouse Exemption may be considered for remote work
• PCS Not Authorized/LSP Not Authorized
PREFERRED SKILLS: Ability to • Identify, document, and troubleshoot routine and non-routine events and the technical problems behind the events for end users and stores. • Research routine and non-routine events against the IT problem database for resolutions. • Document, track, and monitor problems in the IT problem management database to ensure timely resolution • Triage issues to determine level of impact for appropriate priority assignment • Document tickets with essential details related to the issue being reported, as well as troubleshooting steps performed • Walk store associates through troubleshooting steps based on Knowledge Article documentation • Serve as second level support for the IT help desk process, responding to telephone calls, chats and emails from end users • Based on known problem resolutions, create, test and implement new SOPs for the IT help desk. • Provide management reports on the status of the IT help desk process. • Safeguard physical access to Exchange restricted data, processes and services.
Job Qualifications: Three years of computer technical support experience within the last five years. Or Bachelor's degree in information technology and one year computer technical support experience within the last five years.
Degree (one of):
• BACHELORS DEGREE - Preferred Major/Minor (one of):
• BUSINESS ADMINISTRATION - Preferred • BUSINESS MANAGEMENT - Preferred • INFORMATION TECHNOLOGY - Preferred
Major Duties: Identify, document, and troubleshoot routine and non-routine events and the technical problems behind the events for end users. Researches routine and non-routine events against the IT problem database for resolutions. Documents, tracks, and monitors problems in the IT problem management database to ensure timely resolution. Serves as second level support for the IT help desk process, responding to telephone calls and emails from end users. Based on known problem resolutions, creates, tests and implements new SOPs for the IT help desk. Provides management reports on the status of the IT help desk process. Safeguards physical access to Exchange restricted data, processes and services. Performs other duties as assigned.