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About the Role
Provides proficient Tier 1 through Tier 3 service desk support across a broad range of technical categories, handling complex incidents and serving as a technical reference for the service desk team. Contributes to knowledge management, quality improvement, and the development of junior staff. The IT Service Desk Specialist III works under general supervision and manages a broad range of service desk responsibilities with competence and reliability. This job handles complex incidents, contributes to team knowledge management, and serves as a senior technical resource for escalations and process improvement within the service desk.
Responsibilities
- Handle Tier 1 through Tier 3 tickets across hardware, software, network, and application support categories.
- Serve as a technical escalation point for complex incidents, guiding resolution and coordinating with second-line teams.
- Develop and maintain knowledge base articles, resolution guides, and escalation procedures.
- Assist in onboarding and training new service desk staff, sharing technical knowledge and procedural expertise.
- Identify recurring incident patterns and recommend systemic improvements to reduce ticket volume and resolution time.
- Contribute to service desk quality assurance activities, reviewing ticket quality and providing peer feedback.
- Support after-hours and on-call coverage as part of operational staffing requirements.
Requirements
- Must possess a valid state driver's license and maintain a clean driving record to operate company vehicle.
Experience Level
- Tier 1 through Tier 3 service desk support
Salary/Compensations
- $24.20 to $36.30