Help Desk Tier III Support Technician Job at Computer World Services
Job Description
All Help Desk Support Technicians support and assist customers with issues involving End User Device (EUD) hardware, software, and applications.
Tier III Technicians have specialized skills over and above the work performed in Tier II and typically specialists with significant experience and may have been involved in product or system development. Tier III Technicians deal with complex issues. To solve problems, they collect as much data as possible from the personnel in Tiers I and II. At times, fixing the problem involves a deeper analysis of the system.
Some Tier III Technicians will specialize in one or more of these assignment areas: Help Desk Support; Common Access Card (CAC) Activations and Renewals; EUD Configurations; or Local Area Network (LAN) Line and Port Activations
Key Tasks and Responsibilities
- Supporting Tiers I and II to resolve customer issues
- Determining the cause of computing issues
- Resolving complex technical issues
- Serves as the complex troubleshooting point of contact for customers seeking technical assistance
- Performs specialization area and complex troubleshooting through diagnostic techniques to determine the resolution
- Walks customers through the problem-solving process and directs unresolved issues to the appropriate queue or next tier level of support personnel
- Prioritizes/escalates issues which require elevated attention
- Records all workload in approved ticketing system(s)
- Follows up with customers to ensure complete resolution of issues
Job Requirements:
Education & Experience
- High School graduation or completion is required; Technical Degree preferred
- Ideal candidates have working knowledge of and experience with EUD hardware, Remedy Help Desk Software System, Directory and Resource Administrator (DRA), network infrastructure, Windows Operating Systems, Microsoft (MS) Office, and the Air Force Standard Desktop Configuration (SDC).
Certifications
- IAT level – II (CCNA Security, CSA+, GICSP, GSEC, Security+ CE, SSCP)
Security Clearance
- DoD Secret Clearance is required, though some positions can allow candidates to start work with an interim SECRET clearance.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at
314.952.5138 or URL blocked - click to apply.Job Snapshot
Employee Type
Full-TimeLocation
Oklahoma City, OKJob Type
Information Technology, Other, Professional ServicesExperience
Not SpecifiedDate Posted
02/21/2023Job ID
3725/2640/16613Please Note :
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