Job Information
Robert Half Help Desk III in Jacksonville, Florida
Description
As a Help Desk III Specialist, you will be a senior member of the IT support team, responsible for providing expert-level technical assistance and guidance to end-users and junior technicians. In this role, you will handle complex technical issues, lead troubleshooting efforts, and contribute to the continuous improvement of help desk processes and procedures. Your in-depth knowledge and experience will be essential in maintaining the efficiency and effectiveness of IT support services within our organization.
Responsibilities:
Advanced Technical Support: Serve as the highest level of escalation for complex technical issues that cannot be resolved by lower-tier support teams. Apply advanced troubleshooting techniques and methodologies to diagnose and resolve hardware, software, networking, and security-related problems. Act as a mentor and technical resource for junior help desk technicians.
Incident Management and Resolution: Take ownership of escalated support tickets and ensure timely resolution of critical issues. Collaborate with other IT teams, vendors, and external service providers to identify root causes and implement effective solutions. Document troubleshooting steps, resolutions, and workarounds for future reference.
System Administration and Maintenance: Assist with system administration tasks, including user account management, access control, group policy configuration, and software deployment. Monitor system performance, security, and availability, and implement proactive measures to prevent issues and downtime. Perform regular maintenance tasks such as updates, patches, and backups.
Technology Evaluation and Implementation: Stay abreast of emerging technologies, industry trends, and best practices related to IT support and service management. Evaluate new tools, software, and solutions to enhance help desk operations and improve user experience. Assist with the implementation, configuration, and integration of new technologies as needed.
Process Improvement and Documentation: Identify opportunities to streamline help desk processes, improve efficiency, and enhance service quality. Develop and maintain documentation, knowledge base articles, and standard operating procedures to facilitate consistent and effective support delivery. Participate in post-incident reviews and root cause analysis to identify and address underlying issues.
Training and Development: Provide training, guidance, and mentorship to junior help desk technicians to enhance their technical skills and expertise. Share knowledge and best practices through formal training sessions, knowledge sharing sessions, and one-on-one coaching. Foster a culture of continuous learning and professional development within the help desk team.
Customer Relationship Management: Build and maintain positive relationships with end-users, stakeholders, and other IT teams by delivering exceptional customer service and support. Proactively communicate updates, resolutions, and service improvements to end-users and stakeholders. Act as a trusted advisor and advocate for end-user needs and requirements.
Requirements
Bachelor's degree in Computer Science, Information Technology, or related field preferred.
Minimum of X years of experience in help desk support or a similar technical support role, with demonstrated progression to senior-level responsibilities.
Strong technical proficiency in troubleshooting desktop hardware, software, networking, and security issues.
Expertise in system administration tasks such as user account management, access control, group policy configuration, and software deployment.
In-depth knowledge of ITIL framework, incident management, and service delivery best practices.
Excellent communication, interpersonal, and leadership skills, with the ability to lead technical discussions and mentor junior team members.
Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL Foundation, or Microsoft Certified Solutions Expert (MCSE) preferred.
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