Desktop Support III-Knoxville, TN Office Onsite

General Purpose of Job

The Desktop Support III is responsible for providing advanced technical support and troubleshooting for desktop systems, applications, and peripherals. This role ensures efficient resolution of complex user issues, enhance overall user experience and contributes to the stability and security of the IT environment. By collaborating with other IT teams and maintaining clear documentation, Desktop Support III is the highest level of escalation on the Service Desk and plays a critical role in optimizing technology performance and supporting organizational goals. 

Duties and Responsibilities (Daily and Monthly)

· Provide advanced technical support within time limits dictated by Service Level Agreement(SLA)for desktop hardware, software, and peripherals, addressing complex issues that Help Desk can not resolve 

· Diagnose and resolve technical problems related to operating systems and applications utilizing remote support tools when necessary 

· Assist end-users with issues related to software installation, configuration, and functionality, ensuring a timely and effective resolution 

· Maintain accurate records of support requests, resolutions, and user interactions in ticketing system contributing to knowledge base for future reference 

· Provide guidance and training to Level 1 and 2 support staff and end-users on software usage and best practices for maintaining systems performance 

· Conduct regular maintenance and upgrades on desktop hardware, including workstations, printers, and mobile devices ensuring optimal performance 

· Work closely with other IT teams, such as network, processing, and systems, to resolve cross-functional issues and ensure seamless service delivery 

· Ensure that all systems adhere to company security policies and protocols, including implementing patches and updates in a timely manner 

· Provide exceptional customer service, demonstrating patience and understanding while addressing user concerns and technical issues. 

· Identify and escalate unresolved issues to Team Lead, Supervisor or relevant IT teams, ensuring proper documentation and follow-up 

· Assist in IT projects, such as deployments or migrations by providing technical expertise and support as needed 

· Assist in managing IT inventory including collecting equipment and ensuring compliance with company procedures and policies 

· Provide after-hours “on-call” support in accordance with established policy 

Execute other assigned tasks as delegated by IT Management 

Computer Skills

• Windows 10 

• Active Directory 

• Basic network knowledge; LAN, WAN, Wireless & VPN 

• Mobile Devices; Smartphones & Tablets 

• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) 

• Virus and Spyware removal tools and techniques 

• Printer Support 

• Hardware Support

Additional Requirements: Excellent oral, grammatical, written, and multi-tasking skills.