Intellect Solutions LLC

Compensation

Full Description

Please apply only if you hold an Active Secret (or higher) clearance 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