IT Help Desk Specialist III

About the role

Under limited supervision, provide customer service support, interacting with staff in a professional manner while providing excellent customer service as the highest priority responding to and resolving or escalating requests.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Provides a timely response to complex service requests. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments.  Resolves or escalates service requests when necessary. Assists with daily ticket review to ensure ticket accuracy. Mentors Help Desk Staff.

2. Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on-going follow up to customers until resolution of issue. Compares ticket resolution information with knowledge base documentation, and updates, when applicable.

3. Provides assistance to customers to identify and specify the nature of complex requests and/or problems. Troubleshoots complex issues and assists customers with various systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Primary trainer for Helpdesk staff.

4. Provides direct assistance to IT Tiered support teams for complex escalated issues. Participates in special projects as assigned; Participates in testing for system upgrades.

5. Understand complexity and analysis data. Monitors CIH Interface page and provides appropriate support. Monitors System Support page and contacts appropriate support teams with information.

6. Prepares and distributes Emergency Downtime Communications. Maintains distribution lists. Identifies need for new lists and create.

7. Works directly with IT Tiered support teams for mission critical issues and adheres to department escalation policy.

8. Review real-time trending information, and contact Tiered support, when necessary.

9. Mentors and teaches staff. Act as lead for a support team; provides input into performance reviews; works closely with Manager on special projects.

Education and Experience 

1. High School Diploma or equivalent (GED) is required. Associate’s degree or equivalent work experience in the area of information technology is required. Additional certifications may be required.

2. One year Help Desk experience and one year Customer Service experience is required.

Knowledge, Skills and Abilities

1. Knowledge and understanding of how technology can be applied to provide complex system support.

2. Broad Knowledge of PC hardware and peripherals associated with applications.

3. Effective communication skills, ability to read and follow instructions accurately, timely and effectively.

4. Excellent customer service skills and the ability to work with all levels within the organization and working within a team.

5. Ability to provide limited leadership role, to be a liaison between escalated support and the helpdesk.

6. Ability to perform daily work activities of the position assuring prompt and effective response to customer needs.

7. Proficient in analysis and problem solving, ability to work with other teams and ability to assess customer needs and determining appropriate solutions.

8. Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.

Benefits

All your information will be kept confidential according to EEO guidelines.

Compensation:

• Pay Range:  $24.89 - $34.84
• Other Compensation (if applicable):
•  Review the 2025-2026 UMMS Benefits Guide