Description

The Help Desk Technician III will provide end user IT support to SBM employees, both locally and remotely. The tech III will be responsible for ensuring that executive employees’ systems and devices are functioning properly. Tasks may include answering support phone calls and tickets for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access, and general use questions.  The Tier III tech will manage escalated tickets that could not be solved by Tier I or Tier II support or directing to the correct process as required. This individual may assist project teams with technical issues in the initiation and planning phases of standard Project Management Methodology.   

• Provide support for IT related problems for executive staff. Using technical knowledge and remote support tools to assist, attempt resolution of problems related to system issues or application related issues, including OS, MS Office, or other SBM supported internal applications
• Provide Tier III support for escalated help desk tickets. Investigate, troubleshoot, and document problems
• Provide backup support for Tier I and II help desk tickets
• Provide end user training in applications or operating system fundamentals
• Support end users with virus/malware related issues and help repair systems and train end users on safe and secure IT behaviors
• Configure hardware, devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. Participate in the PC Imaging process for desktops and laptops
• Provide user account, passwords, and access as requested, using standard procedures
• Maintain end user installation and configuration procedures, documentation, and training information
• Perform routine system monitoring of systems, standard processes, and scheduled jobs for executive staff
• Ensure all executive staff systems are routinely backed up and readily available
• Assist in the repair and recover from hardware or software failures and system outages, by coordinating and communicate with impacted constituencies
• Log all help desk interactions
• Maintain operational procedures
• Prepare and distribute standard activity and customized reports
• Work under the general supervision of the IT Director and Help Desk Manager, directly with the Network Engineer and Systems Administrator
• Review technical manuals to learn correct settings for equipment

• Associate (2-year) degree, with a technical major, such as computer science, plus five years related experience and/or training; or equivalent combination of education and experience
• May be required to have a valid driver’s license
• Advanced knowledge of Microsoft Office products, desktop computers, and mobile devices.
• Basic familiarity with networked/distributed computing environment, and concepts; for example, can remove malware from a computer, can image a laptop, and can setup printers
• Familiarity with most basic system administration tools and processes; for example, can reboot/shut down a machine, add and remove user accounts, use backup programs
• Fundamental understanding of an operating system
• As systems are changed and upgraded it is required to stay current on knowledge of the environment being supported
• Excellent customer support skills