Help Desk Specialist III

MSM Technology, LLC • Seattle, WA

3d

About The Position

Provides IT support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Provides escalation support for complex technical issues that are elevated from Tier I/II for further troubleshooting and resolution.
Responds to telephone calls, email and personnel requests for technical support with professionalism and high end user satisfaction.
Documents, tracks and monitors the problem to ensure a timely resolution.
Supports the creation and maintenance of SOPs, FAQs, user training, and other technical documentation to support deliverable requirements, internal team needs, and to share with end users to support self-resolution.
Familiarity with standard IT concepts, practices, and procedures, to include ITIL and ISO best practices.
Other duties as assigned.

Requirements

• 4-6 years of relevant experience required.
• AA degree or equivalent experience.
• Relevant IT certification like Comptia A+ or Security+ preferred but not required.

Responsibilities

• Provides IT support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Provides escalation support for complex technical issues that are elevated from Tier I/II for further troubleshooting and resolution.
• Responds to telephone calls, email and personnel requests for technical support with professionalism and high end user satisfaction.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Supports the creation and maintenance of SOPs, FAQs, user training, and other technical documentation to support deliverable requirements, internal team needs, and to share with end users to support self-resolution.
• Familiarity with standard IT concepts, practices, and procedures, to include ITIL and ISO best practices.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree