Help Desk Support IV

AAFS is hiring an onsite Help Desk Support IV role in Dallas, TX to handle third-level IT help desk support and lead technician coverage for non-routine and major events. This position supports end users by resolving escalated issues, coordinating operational troubleshooting, and monitoring key systems to keep services stable and efficient.

What you’ll do

• Monitor and manipulate the operation of escalated routine administration tasks and related events tied to the IT Help Desk, supporting end users with a range of issues.
• Resolve escalated problems, using identification, research, and troubleshooting to address non-routine and major events or incidents.
• Administer IT Help Desk standards and guidelines to keep support practices consistent.
• Monitor performance of network hardware and software, along with application servers, and make adjustments as needed to support stability and efficiency.
• Serve as third level support and lead technician during major events and incidents, focusing on issue research and resolution.
• Answer telephone calls and respond to email requests for IT Help Desk operational support.
• Maintain SOPs for the IT Help Desk process, creating new SOPs when required.
• Train and coordinate with other IT staff as needed to support effective operations.
• Provide management reports on the IT Help Desk process as needed.
• Safeguard physical access to Exchange restricted data, processes, and services.

Systems and tools

• Exchange