What are the responsibilities and job description for the Help Desk User Support Specilaist position at Intellect Solutions LLC?
Clearance: Minimum Active Secret Clearance
ob 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
Technical Skills and Certification:
- CompTIA Security
- Active Directory
- DNS/DHCP
- SIPR/NIPR
- STIGs
- Active Directory
- Windows Servers
- SCCM