Service Desk Engineer; Help Desk User Support III

Overview

Location:

Fort Belvoir, VA
Clearance:
Active Secret (Eligible for TS/SCI)

• 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

• May require an associate's degree
• Typically reports to a supervisor.
• 3-5 years of related experience or 2 years’ experience with additional specialized training and/or certification