Help Desk Support III

Identify, document, and troubleshoot routine and non-routine events and the technical problems behind the events for end users.

Researches routine and non-routine events against the IT problem database for resolutions. Documents, tracks, and monitors problems in the IT problem management database to ensure timely resolution.

Serves as second level support for the IT help desk process, responding to telephone calls and emails from end users.

Based on known problem resolutions, creates, tests and implements new SOPs for the IT help desk.

Provides management reports on the status of the IT help desk process. Safeguards physical access to Exchange restricted data, processes and services.

Performs other duties as assigned.