Help Desk Support, Sr. responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support, Sr. uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support, Sr. 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 re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
Description
IT Support Desk Help Specialist provides advanced technical support and troubleshooting primarily within a Microsoft stack environment. It also includes collaborating with other IT team members to diagnose and resolve issues related to servers, workstations, and networking equipment. Additionally, proactive monitoring and maintenance tasks to ensure system stability and performance are required. The role involves assisting in the planning, implementation, and maintenance of IT projects, documenting support procedures and mentoring junior staff. Finally, the job requires staying updated on industry trends and recommending improvements to enhance the overall efficiency and reliability of IT operations.
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