The IT ServiceDesk Technician III is responsible for providing technical assistance and support related to the organization s computer systems, hardware, and software applications. This individual will be the initial point of contact for all end-user requests and issues. They will manage assigned requests submitted through the Service Desk application as well as those requested by phone or in person. They will need to evaluate and prioritize each request and determine the appropriate solution. Requests needing higher level support will require proper escalation based on defined criteria and service level agreements. The IT ServiceDesk Technician will need to communicate effectively with end-users and walk them through problem solving processes.

This role reports directly to the Manager of IT Support Services but will interact with the management at all levels of the organization and information technology professionals to provide IT Services. The successful candidate will be a highly driven, self-managed individual who demonstrates initiative and proactively seeks solutions to problems.

RESPONSIBILITIES:

• Provide advanced technical support for desktop systems.
• Provide end user support of desktop systems.
• Provide complex and challenging technical troubleshooting support for lower-level technicians.
• Provide trend-analysis for technical issues to address issues pro-actively
• Installation/automation of desktop operating systems.
• Installation/automation of desktop software.
• Respond/resolve/document support requests related to project work.
• Document solutions for well-known issues and maintain knowledge base.
• Knowledge and setup of iOS and Android mobile devices.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• Minimum of 7-year experience in end-user support
• Technical knowledge and minimum of 5-year experience with desktop operating systems, Windows 7, 8, and 10.
• Technical knowledge and minimum of 5-year experience installing desktop software.
• Strong written/verbal communication skills, organizational abilities, attention to detail.
• Ability to multitask and prioritize tasks.