Service Desk Technician III
About The Position
The Service Desk Technician III works independently to deliver advanced Service Desk support and serve as a single point of contact for users reporting incidents or making inquiries. The role handles high-risk tasks and analyzes and resolves problems involving desktop applications, network connectivity, printers and peripheral connectivity, and mobile devices, including smartphones and tablets. The technician also serves as a subject-matter expert, providing third-tier resolution and technical support to Service Technicians I and II. The technician provides first-, second-, and third-tier support to internal and external users, manages incidents through resolution, and monitors the progress and prioritization of Service Desk calls. The role works with Information Systems personnel on escalation procedures and provides feedback on service agreements and first-call support effectiveness.
Requirements
- Associate degree in business, management information systems, or a related field, or six years of experience in technical support or supporting local area networks and desktop information systems.
Nice To Haves
- A+ certification, or MCP or MCSE study or certification.
Responsibilities
- Work independently to provide first-, second-, and third-tier technical support and resolution to internal and external users by telephone, email, or the Service Desk Management tool.
- Troubleshoot hardware, network, software, and application problems.
- Ensure Service Desk calls are answered promptly and act as the incident owner for most day-to-day service delivery problems.
- Evaluate and escalate calls based on urgency, complexity, and organizational impact when third-level support and resolution fail.
- Record user inquiries from initial contact through incident resolution in the Service Desk system.
- Maintain a secure and clean computer environment and follow maintenance and shift-turnover procedures.
- Serve as a technical resource and trainer for Service Technicians I and II.
- Work with Information Systems personnel to develop on-call and problem-escalation procedures for hospital and enterprise clients.
- Ensure incidents are assigned to the appropriate individuals for resolution.
- Monitor Service Desk calls, including prioritizing and tracking calls assigned to other staff members.
- Provide Information Systems personnel with feedback on departmental service agreements and the effectiveness of first-call personnel in client areas.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
