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Overview Location: Fort Belvoir, VA Clearance: Active Secret (Eligible for TS/SCI) Responsibilities The Help Desk User Support III troubleshoots and resolves basic computer, application, system, device, access, or performance issues Responds to end-user requests for technical assistance by phone, email, or ticketing system Being a Help Desk User Support III, utilize product information or the solution database to research, troubleshoot, and deliver solutions Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards In addition, Help Desk User Support III advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed Escalates problems to appropriate levels or teams to achieve issue resolution May support installs or upgrades of software or devices, set up user profiles, or reset passwords Fulfills all service level standards for response time and quality May require an associate's degree Typically reports to a supervisor. Being a Help Desk User Support III, works independently within established procedures associated with the specific job function Has gained proficiency in multiple competencies relevant to the job Working as a Help Desk User Support III typically requires 3-5 years of related experience or may need 2 years experience with additional specialized training and/or certification Qualifications May require an associate's degree Typically reports to a supervisor. 3-5 years of related experience or 2 years experience with additional specialized training and/or certification #J-18808-Ljbffr