Help Desk Support IV

Monitors and manipulates the operation of escalated routine administration tasks and events associated with the IT Help Desk, providing support to end users on a variety of issues. These tasks may include, but are not limited to resolving escalated problems, administering the standards and guidelines related to the support of the IT Help Desk. Monitors the performance of network hardware and software, and application servers for stability and efficiency, making adjustments as needed. Serves as third level support and lead technician for non-routine and major events and incidents by identifying, researching and resolving issues. Responds to telephone calls and email requests for IT Help Desk operational support. Maintains SOPs for the IT Help Desk process, creating new SOPs when needed. Trains and coordinates with other IT staff as needed. Provides management reports on the IT Help Desk process as needed. Competent in handling the work of the IT Help Desk. Safeguards physical access to Exchange restricted data, processes and services.

Four years of experience in computer technical support.

Or

Bachelor's degree in information technology and two years of experience in computer technical support.


Degree (one of):

BACHELORS DEGREE - Preferred

Major/Minor (one of):

INFORMATION TECHNOLOGY - Preferred

Work – Onsite (HQ – Dallas, Texas)

• Candidates eligible for the Military Spouse Exemption may be considered for remote work
• PCS Not Authorized/LSP Not Authorized

 

Resolves problems that are unable to be resolved with first or second contact with customer.
Trains lower level help desk support technicians.
Serves as lead technician.
Creates Standard Operating Procedures based upon known problems.
Provides management reports.
Performs other duties as assigned.

24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends
IT environment is constantly changing demanding quick solutions and evolving skills
IT position located at HQ
IT position - there may be some TDY associated with this IT work