Service Desk Technician III

A company is looking for a Service Desk Tech III to provide technical support and assistance for various IT issues.

Key Responsibilities

Coordinate, diagnose, and troubleshoot incoming employee calls for technical / IT issues

Monitor call lengths and assist Level I and Level I.5 agents in real-time

Champion knowledge management and ensure adherence to standard operating procedures

Required Qualifications

Minimum of 24 months experience in an IT Service Desk or Inbound Call Center environment

Working knowledge of Windows operating systems, networks, and Microsoft Office applications

Experience with ITSM Ticketing tools (e.g., Service Now, Remedy)

Associate's degree in Computer Science or Information Technology preferred

Certification in relevant IT products / technologies required (e.g., CompTIA, MCITP)