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IT Help Desk Technician job description

An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client’s satisfaction and ability to properly operate any machinery or technology they may be having trouble with. 

Nikoletta holds an MSc in HR management and has written extensively about all things HR and recruiting.

This IT Help Desk Technician job description template is optimized for posting on online job boards or careers pages and easy to customize for your company.

IT Help Desk Technician responsibilities include:

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers

Want to generate a unique job description?

Looking for a job.

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Requirements and skills

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field

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Help Desk Technician Job Description

A Help desk technician provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. A help desk technician responds to customer queries to provide technical assistance.

We are looking for a tech-savvy help desk technician to be responsible for providing technical assistance with computer systems, hardware, and software. As a help desk technician, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software.

To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills.

Help Desk Technician Responsibilities:

• Responding to queries on the phone, via email, in person, or through remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Training computer users.
• Training other staff on troubleshooting and diagnosing problems.
• Gaining feedback from customers to improve training methods.
• Writing and editing training manuals.
• Running reports and analyzing common complaints and problems.

Help Desk Technician Requirements:

• An Associate's degree in computer science or related field.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.

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Help Desk Technician Job Description [Updated for 2024]

In the digital world, the importance of Help Desk Technicians is more prominent than ever.

As technology continues to evolve, the demand for skilled professionals who can troubleshoot, resolve, and maintain our digital systems grows.

But let’s delve deeper: What’s truly expected from a Help Desk Technician?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager mapping out the perfect candidate,
• Or simply curious about the integral role of Help Desk Technicians,

You’ve come to the right place.

Today, we present a versatile Help Desk Technician job description template, created for effortless posting on job boards or career sites.

Let’s dive straight into it.

Help Desk Technician Duties and Responsibilities

Help Desk Technicians play a crucial role in providing technical assistance and support related to computer systems, hardware, and software.

They are responsible for responding to queries, running diagnostic programs, isolating problems, and implementing solutions to resolve technical issues.

Their duties and responsibilities often include:

• Responding to user inquiries about computer software or hardware operation
• Diagnosing system errors and other issues
• Tracking help desk requests and documenting resolutions
• Installing, modifying, and repairing computer hardware, software, and peripherals
• Running diagnostic programs to resolve problems
• Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Updating self-help documents so users can try to fix problems themselves
• Training computer users to ensure proper usage of hardware and software
• Following up with users to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other communication methods to improve quality of service

Help Desk Technician Job Description Template

We are seeking a skilled Help Desk Technician to provide fast and helpful technical assistance on computer systems.

You will be responsible for responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.

The ideal candidate will have excellent problem-solving and communication skills.

They should be able to solve issues efficiently, providing the correct support and advice to each user.

The goal is to ensure that our clients can use our technology smoothly, enhancing our company’s reputation as a user-friendly and reliable provider.

Responsibilities

• Respond to queries either in person or over the phone
• Write training manuals and guides
• Train computer users
• Maintain daily performance of computer systems
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Install, modify, and repair computer hardware and software
• Clean up computers
• Run diagnostic programs to resolve problems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

Qualifications

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

Additional Information

• Job Title: Help Desk Technician
• Work Environment: Office setting with options for remote work. Some travel may be required for on-site troubleshooting.
• Reporting Structure: Reports to the IT Manager or Help Desk Supervisor.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $45,000 minimum to $65,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

What Does a Help Desk Technician Do?

Help Desk Technicians are vital members of the IT team in most organizations.

They provide technical support to users, troubleshooting hardware and software issues that affect daily operations.

They typically handle inbound and outbound calls, emails, and other forms of communication to assist users experiencing technical issues.

This can range from simple problems such as password resets, to more complex issues such as network troubleshooting or hardware failures.

Help Desk Technicians are responsible for diagnosing and resolving these problems, sometimes remotely and sometimes in person.

They may also escalate more complex issues to higher-level IT specialists or engineers.

They often also assist with installing and updating software, setting up new workstations, and providing training and support to users on how to use new technology or software.

Help Desk Technicians have to document all issues and solutions, and often contribute to the creation and updating of manuals and other technical documents.

They are also responsible for tracking and maintaining inventory of all hardware and software resources in the organization.

The goal of a Help Desk Technician is to ensure that all users can perform their tasks with minimal disruption due to technical issues.

Help Desk Technician Qualifications and Skills

A capable Help Desk Technician should possess a unique blend of technical know-how, problem-solving abilities, and excellent communication skills, such as:

• Technical abilities to understand, troubleshoot and resolve a range of hardware, software and networking issues.
• Excellent communication skills to explain complex technical issues in a clear and understandable way to non-technical end-users.
• Problem-solving skills to diagnose and fix computer problems, often under time pressure.
• Customer service skills to effectively handle inquiries and complaints, providing the highest level of support possible.
• Attention to detail to ensure that all issues are properly logged and resolved.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Knowledge of various operating systems, software applications and basic hardware for troubleshooting.
• Patience and understanding when dealing with frustrated users and complex problems.

Help Desk Technician Experience Requirements

For an entry-level Help Desk Technician role, employers typically require 1 to 2 years of experience.

This can be gained from internships, part-time roles, or even from academic projects in a relevant field such as Information Technology or Computer Science.

Experience in customer service or other fields that require problem-solving and communication skills can be beneficial.

A candidate should also have basic knowledge of computer systems, hardware, and various software applications.

For more advanced roles, employers usually require 3 to 5 years of experience.

At this level, Help Desk Technicians should be able to handle a wide range of technical issues, manage multiple tickets simultaneously, and provide training or guidance to junior technicians.

Candidates with more than 5 years of experience may have accumulated a considerable amount of technical knowledge and customer service skills.

They are often ready to take on leadership roles, such as Help Desk Supervisor or Manager.

They might also transition to other roles within IT, like Systems Administrator or Network Engineer, where the knowledge and skills acquired as a Help Desk Technician are highly transferable.

Help Desk Technician Education and Training Requirements

Help Desk Technicians typically require a minimum of a high school diploma or equivalent, with many employers favoring candidates who have completed a bachelor’s degree in a field such as information technology, computer science, or a related field.

A thorough understanding of computer systems, software, hardware, and networking is crucial for this role.

Some roles may also require knowledge of specific software applications relevant to the business’s operations.

Several certifications can enhance a Help Desk Technician’s skills and employability.

These include CompTIA A+ certification, which covers desktop and mobile device hardware, networking, and troubleshooting; and Microsoft Certified: Windows 10 certification, demonstrating proficiency in Windows 10 installation, configuration, and management.

Experience in customer service can also be beneficial, as Help Desk Technicians often interact with users who may be frustrated or lack technical knowledge.

Continued education and staying updated with the latest technological advancements is also essential in this rapidly evolving field.

This might include pursuing additional certifications, attending workshops, or completing online courses.

Having a combination of formal education, relevant certifications, and customer service skills will certainly bolster a candidate’s potential for a role as a Help Desk Technician.

Help Desk Technician Salary Expectations

A Help Desk Technician earns an average of $44,512 (USD) per year.

The salary can vary based on factors such as experience, educational qualifications, and geographical location.

Help Desk Technician Job Description FAQs

What skills does a help desk technician need.

A Help Desk Technician must possess strong technical knowledge of computers, networks, and software applications.

They should have excellent problem-solving skills to diagnose and resolve technical issues.

They also need strong communication and interpersonal skills to explain solutions to non-technical users.

Organizational skills are essential as they often deal with multiple queries simultaneously.

Do Help Desk Technicians need a degree?

While a degree isn’t always necessary, most employers prefer Help Desk Technicians with a degree in computer science, information technology, or a related field.

Certifications such as A+, Network+, or Microsoft Certified IT Professional can also be beneficial.

What should you look for in a Help Desk Technician’s resume?

In addition to educational qualifications, look for experience working in help desks or customer service roles.

Proficiency in operating systems, applications, and networks typically used in your organization is also essential.

Certifications from recognized institutions and problem-solving skills can give a candidate an edge.

What qualities make a good Help Desk Technician?

A good Help Desk Technician should be patient, as they will often deal with frustrated users.

They should be excellent communicators and able to explain technical information in layman’s terms.

They should also be analytical thinkers who can diagnose and solve issues effectively.

Additionally, they should have a desire to learn about new technologies and to keep their skills up to date.

What is the career progression for a Help Desk Technician?

With experience and additional training or certifications, a Help Desk Technician can progress to roles such as Help Desk Manager, Network Administrator, or IT Project Manager.

Some may also specialize in areas such as cybersecurity or cloud computing.

And there you have it.

Today, we’ve given you an inside look at what it truly means to be a Help Desk Technician.

Surprise, surprise?

It’s not just about solving technical issues.

It’s about shaping the seamless digital experience, one problem at a time.

Armed with our expertly designed help desk technician job description template and real-life scenarios, you’re ready to take the next step.

But why limit yourself?

Go further with our job description generator . It’s your ultimate tool for creating precise job listings or perfecting your resume.

Every resolved issue contributes to a bigger, smoother-running digital world.

Let’s shape that world. Together.

Reasons to Become a Help Desk Technician (Solve Software Snafus)

How to Become a Help Desk Technician (Complete Guide)

Disadvantages of Being a Help Desk Technician (Techie Troubles Ahead!)

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The Editorial Team at InterviewGuy.com is composed of certified interview coaches, seasoned HR professionals, and industry insiders. With decades of collective expertise and access to an unparalleled database of interview questions, we are dedicated to empowering job seekers. Our content meets real-time industry demands, ensuring readers receive timely, accurate, and actionable advice. We value our readers' insights and encourage feedback, corrections, and questions to maintain the highest level of accuracy and relevance.

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Job Description

Help Desk Specialist job description

A help desk specialist is a trained customer service professional in charge of providing technical assistance to clients with issues regarding hardware and software. Their duties include responding to queries, carrying out customers' requests, and assisting junior members of the team.

Example help desk specialist requirements on a job description

• Previous experience in customer service
• Knowledge of help desk software
• Familiarity with computer systems and networks
• Proficiency in troubleshooting hardware and software
• Ability to communicate technical information to non-technical users
• Excellent customer service skills
• Strong communication and interpersonal skills
• Organizational and problem-solving skills
• Ability to multitask and prioritize tasks

Help Desk Specialist job description example 1

General dynamics help desk specialist job description.

· Perform in-person customer service and phone support service to 4,000 end-user community.

· Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.

· Provide VIP support and communication regarding status of incident troubleshooting and resolution.

· Efficiently handle high volume ticket queue by supporting 50 - 100 tickets daily.

· Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.

· Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.

· Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.

· Support focus teams or specialized projects to promote rapid improvement turnaround.

· Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.

· Be part of a team that supports and operates a 24x7x365 Service Desk.

· Ability to support a fast paced and ITIL transitional environment.

· Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.

· Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.

· Ability to identify and articulate key information in an efficient and timely manner.

· Ability to exercise discretion and independent judgment when handling situational occurrences.

· Analyzes and recommends alternative solutions to meet customer needs.

· Builds credibility and trust with customers and team members.

· Identifies areas of opportunity to improve customer satisfaction.

· Must have excellent multi-tasking and time management skills.

· Supports the team process and participates on cross-functional teams.

· Responsible for handling after-hours on call support (when necessary).

· Answer phones and respond to emails in a timely manner.

· Participate in special projects as required

· Use ticketing system to:

· Proactively check help desk queue for new emails and create and assign Remedy tickets for those emails.

· Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned

· Escalate tickets as needed.

· Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.

· The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.

· Notify the team lead of all VIP requests for support that require additional resources which result in a delay of resolution

· Maintain current knowledge of relevant technologies as assigned

· May need to lift and carry desktop equipment such as laptops, computers, and monitors

REQUIRED QUALIFICATIONS:

· Requires a High School Diploma

· Associate's Degree preferred

Qualifications

· 3+ years of directly related experience supporting help desk operations or customer service.

· Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe

· Experience with one or more of the following is a plus:

· Outlook Email Client in an Exchange Server Environment

· Experience with remote access to users' computers

· Experience working with networked printers

· Active Directory

· Using a ticketing system (BMC Remedy)

· SharePoint

· DoD STIGs/IAVMs

· Experience working in an SCCM/MECM environment

· Excellent business analytical and problem-solving/trouble shooting skills.

· Excellent customer service skills

· Excellent communication skills

· Excellent documentation skills

· Strong organizational and collaborative skills

· Strong teamwork and engagement as a project team member.

· Ability to assimilate information rapidly, motivated to self-study new requirements

· Maintain current industry knowledge of relevant concepts; practices and procedures.

· Able to multi-task and prioritize

· Able to work under time constraints

· Adapt to changes in requirements and new projects

· Maintain and upgrade certifications

· Strong written and verbal English language skills.

· Willing to perform other duties as assigned

Clearance Requirements:

· Must have a minimum of a Secret clearance on hire and confirmed.

Certification Requirements:

· Active/Current CompTIA Security+ ce certification

· Computing environment certification (Microsoft Windows Operating System Security)

· If you start only with a Security+ ce, continued employment will be contingent on receiving the additional Windows certification within 3 months after your start date.

Work Location:

· Client Site, Arlington, VA

· Shift- Sun-Thurs (either 7am-4pm or 6am-3pm)

· No alternate work schedules

· Requires on-site support.

· Availability to travel, but less than 10%. Most team members do not have to travel.

WHAT GDIT CAN OFFER YOU:

· 401K with company match

· Challenging work that makes a real impact on the world around you

· Diverse, highly collaborative teams

Scheduled Weekly Hours:

Travel Required:

Telecommuting Options:

Additional Work Locations:

Help Desk Specialist job description example 2

Transcore help desk specialist job description, help desk specialist job description example 3, belcan help desk specialist job description, resources for employers posting help desk specialist jobs.

Help Desk Specialist job description FAQs

What are the most common skills on a job description for a help desk specialist, what does a help desk specialist do.

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Help Desk Technician

Job description overview.

A Help Desk Technician job description involves providing technical support to users of an organization's technology products or services. These professionals help troubleshoot issues, answer queries, and resolve problems related to software, hardware, and network connections. The primary goal is to assist users to achieve optimal use of their equipment and software. For that, they must have excellent problem-solving and analytical abilities, be resourceful and patient, and possess strong communication and customer service skills. Technicians must also document and track service requests and remain up-to-date on emerging technologies and software updates. They may work on-premises or remotely, depending on the employer's needs. A Help Desk Technician job involves working in a dynamic and fast-paced environment that requires staying calm under pressure and working collaboratively with different teams to ensure timely resolution of technical issues.

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Table of contents, job duties and responsibilities.

• Respond to customer inquiries and provide technical support promptly
• Troubleshoot hardware, software, and network issues
• Test and evaluate new technologies before implementation
• Document customer issues and resolutions for future reference
• Train customers in the operation of new systems and software
• Maintain and update technical documentation, including user manuals and FAQs
• Collaborate with other IT professionals to resolve complex issues
• Perform routine maintenance tasks, such as backups and system updates
• Identify and escalate high-priority issues to senior technicians or management as needed.

Experience and Education Requirements

To get a job as a Help Desk Technician in the Information Technology industry, you need a mix of education and experience. Most employers require at least a high school diploma or a GED, but a degree or certification in Information Technology or a related field is preferred. You also need experience working with computers and computer networks, troubleshooting hardware and software issues, and providing customer support. Communication skills are crucial because you will be helping people solve their tech problems. Additionally, you need to be able to work independently and handle multiple tasks simultaneously. Being familiar with common software and operating systems is also helpful.

Salary Range

The average salary range for a Help Desk Technician in the Information Technology industry in the United States is between $34,000 to $54,000 per year. Entry-level positions may start at around $29,000 while more experienced workers may earn up to $62,000. A Help Desk Technician's salary may vary depending on location, company, and level of expertise. According to payscale.com, the highest-paid Help Desk Technicians typically work for big-name technology companies such as Microsoft or Apple.

In Canada, the average salary for Help Desk Technicians is around CAD$44,000 per year, while in the United Kingdom, it is around £20,000 to £30,000 per year.

• payscale.com/salary-report/it-help-desk-technician
• glassdoor.com/Salaries/help-desk-technician-salary-SRCH_KO0,21.htm
• indeed.com/q-Help-Desk-Technician-jobs.html

Career Outlook

The career outlook for a Help Desk Technician in the Information Technology industry over the next 5 years looks promising. According to the U.S Bureau of Labor Statistics, the employment of computer support specialists, which includes help desk technicians, is projected to grow 8 percent from 2019 to 2029, much faster than the average for all occupations. As more companies continue to rely on technology, the demand for IT support and services will increase.

Furthermore, the COVID-19 pandemic has also accelerated the shift towards remote work, which has increased the need for help desk technicians to assist employees with technical issues. As a result, online job search databases such as Indeed and Glassdoor continue to show a steady increase in the number of job postings for Help Desk Technician roles.

In conclusion, the Help Desk Technician role is a crucial part of the IT industry, and its outlook remains promising. With technology continually advancing and more companies adopting digital solutions, the demand for skilled technicians is likely to continue growing.

Frequently Asked Questions (FAQ)

Q: What does a Help Desk Technician do?

A: They provide technical assistance to users who are having problems with their computer software or hardware.

Q: What skills do I need to become a Help Desk Technician?

A: You should be able to troubleshoot technical problems, have strong communication skills, knowledge of computer hardware and software, and be able to work well under pressure.

Q: What kind of education and experience do I need to become a Help Desk Technician?

A: Most employers require a high school diploma or equivalent, proficiency with computer systems, and 1-2 years of experience in help desk support.

Q: What are some common challenges a Help Desk Technician faces?

A: The job can be stressful at times due to dealing with frustrated customers, working under tight deadlines, and managing multiple technical issues at once.

Q: Is this a good career choice for me?

A: If you enjoy problem-solving and working with people, and have a strong technical aptitude, the Help Desk Technician role may be a great fit for you.

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Helpdesk Technician Job Description

Helpdesk technician duties & responsibilities.

To write an effective helpdesk technician job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk technician job description templates that you can modify and use.

Sample responsibilities for this position include:

Helpdesk Technician Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Helpdesk Technician

List any licenses or certifications required by the position: ITIL, CE, TCP/IP, ISO, HDI, II, IAT, MCP, MOUS, CCNA

Education for Helpdesk Technician

Typically a job would require a certain level of education.

Employers hiring for the helpdesk technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Technical, Computer Science, Education, Information Technology, Computer, Associates, Business, Communication, Information Systems, Management

Skills for Helpdesk Technician

Desired skills for helpdesk technician include:

Desired experience for helpdesk technician includes:

Helpdesk Technician Examples

• Microsoft Word (.docx) .DOCX
• PDF Document (.pdf) .PDF
• Image File (.png) .PNG
• Research, evaluate, and recommend new hardware and software to meet end users’ computing needs
• Train end-users to operate hardware/software effectively and in line with industry best practices
• Train staff about new and potential use
• Provides tier one technical support by directly responding to customer concerns, requests and inquiries (via email, telephone, in person, or support ticketing system) regarding data and computing services
• Receive end user problem reports and resolve moderately difficult problems immediately or within the scope of the documented Service Level Agreement when possible
• Proactively assist users in preventing future problems by looking for root causes, correcting and documenting procedures, and providing training when appropriate
• Document all communication to and from end users, including resolution and follow-up notes
• Follow established procedures and protocols for analyzing, responding to, documenting, and resolving customer issues in a timely manner
• Supports third-party software applications such as Excel, Word, Outlook, Acrobat, WinZip, CuteFTP
• Develops and maintains an inventory of all desktops, monitors, laptops, hard drives, printers, scanners, software licenses, hand-held devices, spare equipment, and peripheral equipment
• Assigns and coordinates office space/workstations for new employees
• Conducts P.C
• Additional administrative duties include postal pickup and delivery, workstation ergonomic evaluation, assigning door badges, working with building management, office supplies fulfilment, keyboard tray installation, and other tasks assigned by the Service Desk manager
• Minimum two (2) years of PC Technical and/or Helpdesk Support experience
• Demonstrated ability to prioritize work and to work independently on multiple on-going projects/tasks
• Be available for 24x7 rotating support
• Diagnose and resolve technical hardware and software issues by following standard helpdesk procedures
• Tests and integrates new hardware, applications and modifications to existing equipment and systems
• Performs research/investigations, analysis, design, testing, and installation of supported hardware and software
• Schedules installation of new hardware and software and modifications to existing desktops
• Monitors performance of hardware and its capacity in all assigned locations
• Recommends and implements enhancements to existing hardware and applications
• Manages wellness and ensures uptime of end user hardware
• Troubleshoot LAN, desktop, and printer problems as they occur for minimal downtime
• Ensure employees are able to access network resources
• Deploy, configure, install, test and maintain network components, , PCs, monitors, keyboards, and printers
• IT certification preferred but not required
• Associates degree or technical school with industry experience
• Setup and maintain internet connections
• Responsible to prepare all new hire computers
• Assist in maintaining documented site licenses
• Create/maintain/deploy desktop images
• Provide remote support for all client print related software and hardware products and services
• Diagnose, troubleshoot and resolve Tier I and Tier II technical issues relating to hardware, software applications, peripherals and other computer equipment
• Install desktop hardware, software and peripheral components as required
• Resolve technical hardware and software issues determine when to escalate the issues to IT management
• Setup and configure end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
• Assist in maintaining inventory of IT hardware and software assets
• Initiate preventive maintenance on the workstations be capable of repairing system problems
• Ensuring sites are in compliance with system operating policies and procedures
• Assisting end users with software questions or problems
• Installing and testing system or application upgrades, patches, fixes
• May require some travel to remote sites for support
• Mandatory requirement of Security+ certification and preferable A+ certification
• Install and extract network cabling and climb ladders without difficulty
• As required, work any shift/extended shifts, and on call support
• Minimum knowledge of technology and a basic understanding of supported products
• Supporting custom or industry specific applications
• Resolve a regular workload of tickets as predetermined by management
• Resolve cases on or before their due date
• Communicate with requestor to keep them updated of status and delays
• Track, report and communicate status of individual ticket queue to management
• First line troubleshooting for technical issues such as
• Provide high quality customer service to all end users
• Utilize ticketing system to track issues and maintain detailed documentation
• Work within the team to maintain all SLA's and metrics
• Assists users throughout the facility
• Requires minimal supervision in performance of job duties
• Excellent customer service practices and organizational abilities
• 6 months to 1 year of customer service and technical support experience
• Windows 7 support and troubleshooting
• Experience in high volume helpdesk
• A minimum of 3 years (5+ preferred) in an IT support position (technical help desk/support center, end-user training, ) with at least 2 years in a formal help desk organization
• Proficiency using and supporting Microsoft Office products, Microsoft Outlook
• Communicates clearly and appropriately to supervisor
• Provide tier II support of IT assets at Centerbrook, CT location
• Respond to user submitted trouble tickets
• Setup, configure, install, move, and/or deliver client computer systems, WMS devices and printers
• Take steps to maintain a secure network environment
• Troubleshoot various connectivity issues with local and remote employees
• Maintain and service multifunction print devices
• Prepare clear, concise reports, which accurately describe the problem call, diagnosis, response time and resolution
• Update desktop image library as needed
• Document new procedures and provide work-flow diagrams
• Strong competencies with Microsoft software, printing methods, materials
• Job will require physical activity, including but not limited to working under desks for computer installations and traversing considerable distances daily within and
• Between government buildings
• Conduct minor IT installation
• Acts quickly to handle helpdesk service requests relating to user setup or problems
• Installs software packages according to manufacturers' and internal specifications

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IT Help Desk Support Job Description, Duties, and Responsibilities

This post provides detailed information on the IT help desk support job description, including the key duties, tasks, and responsibilities they commonly perform.

It also highlights the major requirements that you may be expected to fulfill to be hired for the IT help desk support role.

What Does an IT Help Desk Support Technician Do?

The IT help desk support technician is responsible for providing IT support services to businesses and/or their customers either from an on-site location or the office.

His/her job description entails resolving daily support requests and helping in completing larger IT projects.

It also involves providing Level 2 ticket resolution for certain users, and help desk troubleshooting assistance, as well as providing support and resolution to all software and hardware issues concerning laptop/desktop computers, mobile devices/phones, and peripherals/printers.

In performing their duties, the help desk support must demonstrate composure and professionalism in person and/or on the phone.

His/her role entails providing excellent service to customers by promptly evaluating, prioritizing, and responding to their requests.

It is also his/her responsibility to provide Level 1 Support service for Business Systems Diagnose and Legacy Email, as well as ensure Level 2 and 3 tickets are resolved and documented in an accurate and timely manner.

The IT help desk support technician work description also entails timely and correct troubleshooting and escalation of problem spots, and offering end-user assistance and training where necessary.

It also involves assembling peripherals and accessories and installing the right operating systems required.

His/her tasks may also include addition, removal, and preservation of accounts of users on all servers, including changing of password, resetting of accounts, and removal of accounts of employees whose jobs have been terminated.

If necessary, the help desk support ensures user level assistance for issues concerning the company’s Citrix Environment, and also ensure that all lab environments and server room are kept in an organized manner.

He/she may be required to participate in acquisitions and projects, as well as in ad hoc duties.

He/she performs computer, software, and network troubleshooting to identify and diagnose usual problems.

The technician commonly works with senior network engineers to ensure networks run optimally.

IT Help Desk Support Technician Job Description Example/Sample/Template

The IT help desk support technician performs various functions in resolving issues concerning software and hardware operation for an organization or/and its customers.

The typical duties, tasks, and responsibilities performed by IT help desk support staff are shown in the job description sample below:

• Offer Level 2 customer-centered technical support for company’s desktop computing environment and corporate network, including supported hardware, Microsoft Office/Outlook and other business applications, and peripheral devices
• Ensure immediate and total restoration of services for all systems and services by promptly responding to users’ requests (including remote users) when they have an IT related problem – proactively recognize the problem and implement needed solutions
• Provide support and maintenance for in-house computer systems, including carrying out diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstation
• Troubleshoot remote users’ issues by applying remote monitoring and management software
• Provide solution to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources
• Solve problems that do not have documentation by walking customers through established processes for solving problems over the phone or/and in person and utilize critical reasoning in solving the problem
• Remain in touch with a customer until their issues are totally resolved or/and request is completed
• Ensure targets are achieved in accordance with tight key performance indicators by identifying and escalating issues that need immediate attention
• Carry out root cause analysis and create new resolutions to problems that occur frequently
• Identify and correct a problem by performing diagnostic reviews and developing error reports as requested
• Develop and maintain documentation for technology and business processes for end user support
• Work with technical teams and end users to execute and maintain systems that apply industry best practices in achieving business objectives, while ensuring the integrity and security of the data, network, and system
• Carry out documentation of resolutions of all Level 2 and 3 incidents so as to be sure correct and detailed descriptions are imputed into the ticketing system
• Frequently check the ticketing system for incoming service desk requests; vet requests thoroughly, then evaluate and route them
• Responsible for opening and closing service requests; manage classification of requests; assigning and tracking of requests, and completion of requests
• Offer outstanding customer support and excellent communication in accordance with all Service Desk procedures and policies by identifying and working with all remote users, corporate network users, as well as with other Service Areas
• Ensure a positive support experience for customers; develop a good relationship and trust with company corporate users by exhibiting professional attitude and a welcoming approach to understanding customers’ problems
• Carry out software upgrade for presently installed software when necessary and with authorization, or request for new software
• Perform upgrade for desktops/laptops, tablets, mobile phones, and any other devices; obtain authorization for new hardware
• Perform software imaging fulfilment and Desktop/Laptop hardware builds for projects and acquisitions
• Perform administrative duties, including scheduling of equipment or laptop loaners, or any other services/items for company users; organize shipment to remote sites if required
• Carry out proper tracking of service requests and ensure resolutions to problems are documented in the ticketing system.

Requirements – Skills, Abilities, and Knowledge – for IT Help Desk Support Technician Role

Employers usually require certain qualities, skills, and experience when hiring for the role of IT support technician. This helps them to find the best people for the job.

If you are seeking the job of a help desk support technician in an IT environment, here are common requirements and qualifications to expect from most employers to be eligible for the position:

• Work experience in an IT environment supporting desktops, laptops, peripherals, and printers, or possession of Associate’s degree or/and continuing education program
• Work experience in a service/help desk setting
• Proficient applying tablet, desktop, Server Operating Systems, and all Microsoft applications
• Possession of advanced knowledge of Wireless technologies and LAN
• Experience working with Windows Easy Transfer and My Cloud Remote Access
• Possession of advanced knowledge of all Laptop hardware and Desktop types
• Strong knowledge of Active Directory and various technical support concepts, procedures, and practices
• Exceptional customer communication and interaction skills
• Strong ability to work effectively with various levels of an organization
• Strong ability to effectively manage multiple tasks simultaneously
• Strong ability to work under pressure and deliver top performance
• Strong listening skill to fully understand what an end user’s needs and/or requests are
• Exceptional ability to work optimally in a fast-paced environment.

If you are an employer needing a job description for the position of IT help desk support technician for use in creating one for your company, you can apply the example provided above.

With our sample IT support technician work description, you will be able to make a comprehensive and well suited description of the role in your organization, which can highly increase your chances of attracting the best individuals for the position.

Also, this post will help you understand what help desk support professionals in the IT industry do if you are interested in the career.

The knowledge you gain from knowing the duties and responsibilities of IT support technicians will enable you to prepare well for the career.

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