Help Desk Support III
The Exchange · Dallas, TX · 1 mo ago
Information TechnologyFull-time
Job Qualifications
- Three years of computer technical support experience within the last five years.
- Or Bachelor's degree in information technology and one year computer technical support experience within the last five years.
Preferred degree: Bachelor's degree. Preferred majors/minors: Business Administration, Business Management, Information Technology.
Additional Qualifications/Requirements
- Work – Onsite (HQ – Dallas, Texas)
- Remote/Telework not authorized per Presidential Memorandum "Return to In Person Work"
- PCS Not Authorized/LSP Not Authorized
Major Duties
- 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.