Help Desk Technician 3

The Help Desk Technician 3 provides primary support services to internal users by effectively troubleshooting, diagnosing and resolving user issues and work requests in accordance with service level agreements. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Responds to telephone calls, email and team member requests for technical and applications support. Documents, tracks and monitors issues to ensure timely resolution and customer satisfaction. The senior level position has advanced knowledge in their field, assumes higher level projects and mentors and trains staff members.

• Provides high-quality, consistent end user support services for all employees within FMOLHS. Troubleshoots and resolves end user issues by guiding user through corrective steps. Documents, logs, escalates, and follows up on issues with end users and sites. Coordinates with other IS areas to resolve problems if necessary.
  Assists in the development of, and complies with, all standards regarding documentation, end user instructions, computer deployment, ticket logging, and monitoring.
• Utilizes computerized support tracking system to accurately and effectively track user support statistics for adherence to SLA and to allow planning for staffing levels.
• Research new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods.
• Prepares, reviews and contributes to online support knowledgebase for FMOLHS applications and systems. Remains current with the latest trends in field of expertise by participating in ongoing training and development as directed by management.
• Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems.
• Ensures security, integrity, and privacy of FMOLHS data in conjunction with FMOLHS policies and procedures.
• Trains and mentors lower-level Help Desk staff members
• Utilizes IS project management methodology and best practices to improve individual and organizational efficiency, effectiveness, and outcomes.

High School Diploma or Equivalent

5 years database applications or PC hardware & software. 

Experience supporting MS Office, web-based applications, and remote users. 

Experience identifying and resolving hardware issues for laptops, desktops, and servers.