job description of help desk technician

Help Desk Technician Job Description

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Help desk technicians, sometimes also referred to as computer help desk technicians, are the first line of defense for any technical-related customer issues. Help desk technicians are usually the first point of contact for customers who are trying to work through any technical problems, and they can typically be reached through phone, live chat, or even in person.

While help desk technicians need to have a strong understanding of software, troubleshooting, and diagnostic repairs, they also need to be trained on products and services in order to triage and answer questions as needed.

Help desk technicians are the technical backbone of any customer service team, and hiring a skilled, experienced, and multi-faceted individual is paramount if you’re going to provide the best support to your customers.

Below we’ll get into the major tasks and qualifications you should be identifying in your help desk technician job description.

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Help desk technician tasks

Again, because these individuals need both soft skills and technical skills, you want to create a task description that highlights both of these requirements.

Your help desk technician tasks should include the ability to:

• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat
• Provide customer assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to higher levels of support with more difficult cases
• Install, make changes, and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Train computer users
• Communicate effectively with customers to provide personalized support
• Write and edit training manuals as needed
• Run reports and analyze common complaints
• Provide training for other staff members for troubleshooting support
• Walk customers through any technical issues they may be having

The goal with computer help desk technicians is to turn a potentially frustrating experience into a seamless one. Personalized attention, patience, excellent communication skills, and the technical prowess to simplify customer problems are all necessary qualities in a help desk technician.

Help desk technician qualifications

What qualifications should your help desk technician have?

If you’re going to attract quality candidates, you need to set the tone by creating a thorough and accurate set of qualifications on your job description.

Employers typically look for:

• At minimum, an Associate’s degree in computer science or related field. BA preferred
• Strong analytical and problem-solving skills
• Proven experience as a help desk technician or customer support role
• Microsoft Certified Systems Engineer when operating primarily on Windows operating systems
• Flexibility to work a variety of shifts with minimal notice
• Individuals proficient with both MAC and IOS computers
• Excellent communication skills
• Detail-oriented individuals
• Organized technicians who can keep help desk tickets in order
• Technicians who can diagnose and resolve basic and advanced technical computer issues
• Willingness to learn new technologies and systems
• A good understanding of hardware, computer systems, and software
• Proficiency in English and other relevant languages (if needed)

One of the quickest ways to root out unqualified computer help desk technician candidates is by creating a thorough, specific, and demanding set of qualifications. By doing so, you ensure to deter candidates who don’t fit your needs and attract top talent who are looking to become a part of a serious organization.

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Professional Help Desk Technician Job Description Template

Help desk professionals offer crucial skills to their organizations, in a wide variety of environments. Some individuals aid clients from within a contact center, performing actions such as troubleshooting, installation and instruction via telephone, email or online live chat sessions. Others visit users in person, providing them with desktop support functions. Additionally, they may bring attention to critical problems needing immediate solutions through pre-defined escalation procedures.

Within the skills section of your help desk technician job description, make sure you mention abilities that successful candidates for the position should possess. These individuals need vital strengths such as problem-solving, communicating and careful listening to provide necessary services to their clients.

In addition to these skills and specific technical specializations, a computer support specialist should also focus on excellent customer service, which includes a degree of patience and empathy. Craft a solid help desk technician job description using our free example below.

Help Desk Technician Job Summary

If you’re like most professionals, you desire a job in which your skills, education and knowledge are valued. We offer computer support specialists like you that chance with our latest help desk technician opportunity. If selected, you’ll provide technical support services to the students, faculty and staff of a local Catholic seminary during a six-month assignment, with the possibility of direct hire by the client at the end of the contract. In addition to enjoying community interaction in a small academic environment, you’ll put your expertise to use for one of the leading consulting firms in the metropolitan area. As an associate with our company, you’ll enjoy an exclusive, premier benefits and wage compensation package as well as the potential for greater challenges and future career advancement.

Job Responsibilities

• Respond to inquiries directed to the IT department from telephone, email or in-person contact by seminarians, faculty and staff members
• Process incoming help desk requests through the seminary’s web-accessible trouble ticket system, and assign tasks to self or other technicians as directed by workflow demands and current procedures
• Coordinate with Director of IT to schedule installation and implementation projects for hardware, software and network-accessible resources
• Train users individually or in groups on basic, intermediate and advanced features of Office suite, web-based, mobile and other applications
• Troubleshoot and resolve problems with hardware, software and internet connectivity for individual user machines as well as for mobile devices and campus-wide systems
• Craft new technological solutions to increase security, convenience and efficiency for the seminary community, either individually or in collaboration with other department members
• Assist in maintaining campus-wide intranet resources, including adding new content and instructing seminary community members in creating, uploading and editing pages
• Work with IT Director and other department members to schedule upgrades and replacements for individual faculty and staff computer equipment

Job Skills & Qualifications

• At least two years of prior help desk experience
• Ability to pass background check and drug screening
• Knowledge of concrete5, Blackboard, HTML and JavaScript
• Associate degree or higher in computer science, information science or a related field
• Prior experience providing technical support for an academic institution

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Help Desk Technician Job Responsibilities

Having a solid list of responsibilities in your help desk technician job description is what will get the attention of candidates best prepared to perform the duties the position requires. By including key responsibilities in this substantive section, you let jobseekers know your expectations as well as the kinds of tasks they can expect to perform on a day-to-day basis.

For ease of readability, you’ll want to present this section of your help desk technician job description in clear, concise bullet points. There’s no need to mention every responsibility an employee may encounter, but be sure to incorporate the critical ones. Including between six and eight bullet points and using strong action verbs to communicate duties will emphasize the importance of this role to the jobseeker.

Here are some sample duties you might see on a list of help desk technician job responsibilities:

• Provide assistance to customers needing mobile, desktop and server support, both on-site and remotely as needed
• Respond to email and phone queries within 24 hours of original client request
• Update help desk and trouble ticket system as issues progress through workflow
• Assist in configuring servers, user accounts and help desk system for new clients
• Maintain professionalism in all customer interactions

Help Desk Technician Job Specifications

Your help desk technician job description should include a strong skills and qualifications section. Although this section is short, it’s a powerful player in bringing the best candidates to your company. By serving as a deterrent to would-be applicants who are lacking in the proper skills or training, a well-written list of necessary qualifications gives you more time to review and interview applicants with the skills and experience you need.

In this section, you can often incorporate both your minimum, must-have qualifications and your desired, nice-to-have qualifications. For example, if you want five years’ relevant experience but would accept three, you can mention this in a single bullet point. For more specific job requirements, it’s best to consult with the hiring manager or supervisor for the position. They know the ins and outs of the position and can further strengthen your help desk technician job description with their input.

Here are some examples of help desk technician job specifications:

• Associate’s degree in network technology, computer systems, network administration or related field; bachelor’s degree preferred
• Experience working with a variety of operating systems, including Linux, MacOS 10.x and Windows-based systems
• Expert-level knowledge of server administration with familiarity in setting up SharePoint servers
• Professional demeanor in dealing with customers, clients and company IT personnel
• At least 2 years’ experience working in a help desk environment

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Help Desk Technician Job Description Template

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The role of a technical help desk technician is essential for providing efficient technical support and ensuring smooth technology operations within an organization. Technical help desk technician responsibilities include:

Providing technical support: Offering timely assistance to users experiencing technical issues, troubleshooting problems, and offering solutions to ensure effective use of technology resources.

Translating technical jargon: Interpreting complex technical concepts into understandable language for non-technical users, ensuring clear communication and problem resolution.

Collaborating with IT teams: Working closely with IT teams to address and resolve technical challenges, escalating complex issues when necessary for swift resolution.

Analyzing trends: Identifying recurring technical issues and patterns, contributing insights to continuous improvement efforts, and proactive problem-solving.

Documentation: Maintaining thorough records of technical issues, solutions, and user interactions to create a knowledge base for future reference.

Below is a job description template built specifically for the role of technical help desk technician. Feel free to use it and adapt it to your specific needs.

About [Company]

This section convinces candidates to apply for a role at your company instead of another. Include practical information about the company, as well as details about its culture and values.

[Company] helps [Target] do [x].

[Company] consists of over [x] employees spanning over [x] countries. Our unified yet diverse culture keeps us continually learning and innovating ourselves and our products.

Our market-leading technology, expertise, and global team are crucial to our success and customer satisfaction, so we deliver the best products on the market.

Why should you be part of [Company] success story?

We envision a world of [x].

We offer [Target] all the tools they need.

There’s never been a more exciting time to join [Company]

About the technical help desk technician role

Consider whether you need a description of the role or prefer to list duties and responsibilities directly as a bullet-point list.

As our help desk technician , you’ll provide IT support and technical assistance to users, resolving hardware and software issues and troubleshooting problems. By offering guidance and solutions, you ensure the efficient and smooth functioning of computer systems and technology infrastructure, playing a vital role in the company.

The day-to-day role and help desk technician responsibilities include the following:

• Providing technical support by responding to user inquiries and resolving technical issues related to hardware, software, network connectivity , and other IT systems
• Troubleshooting and problem-solving issues by diagnosing problems reported by users, identifying the root cause, and providing effective solutions
• Managing and prioritizing incidents in a timely manner , ensuring timely resolution of help desk tickets , and minimizing downtime, tracking and documenting issues, and escalating complex technical problems to appropriate teams when necessary
• Offering guidance to users on how to effectively use hardware, software, and IT systems by conducting training sessions and creating documentation to help users navigate new technology sources
• Monitoring and maintaining systems through software updates, security patches, and system backups to optimize the performance and functionality of computer systems
• Contributing to developing and maintaining a knowledge base and documenting common issues and solutions ( training manuals , wiki, presentations) to streamline support processes and enable self-service options for users.

About Compensation

The more openly you talk about compensation and benefits, the more honest and attractive your job listing will be. We suggest a brief introduction about the values behind your compensation package, followed by a bullet-point list with the details of what is offered.

• Personal development budget
• Health and wellness budget
• Pension plan
• Insurance contribution
• Off-sites or events

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Technical Help Desk Technician Qualifications

• A Bachelor’s degree or associate’s degree in a relevant field, such as information technology , computer science , business administration, or related fields is beneficial
• [X] years of experience as an IT help desk technician , in help desk support or related IT-related position
• Strong understanding and technical knowledge of computer hardware , mobile devices , software, operating systems , and troubleshooting
• Proficiency in using help desk ticketing systems , remote support tools, and diagnostic utilities, such as Jira, Zendesk, or ServiceNow
• Prior experience in customer service or customer support is beneficial
• Hands on experience in diagnosing and resolving technical issues
• Familiarity with ITIL ( Information Technology Infrastructure Library) practices is preferred

Technical Help Desk Technician Skills

• Excellent communication skills - strong verbal and written communication skills are needed to effectively communicate with end users , understand their technical issues , and provide clear instructions and solutions
• Problem-solving ability - you have strong problem-solving skills to analyze and troubleshoot technical issues while thinking critically, assessing situations, and finding practical solutions
• Strong interpersonal skills - a customer-centric approach is essential to perform the role with a friendly and professional demeanor, providing excellent customer service and ensuring user satisfaction throughout the support process
• Adaptability and flexibility - as technology landscapes are constantly evolving, you need to adapt quickly to new systems, software, and processes, being open to change and able to handle a variety of tasks and challenges
• Time management and organization - dealing with multiple support requests demands excellent time management and organizational skills to prioritize tasks, meet deadlines, and ensure efficient resolutions

How much does a Technical Help Desk Technician make?

The exact salary of a Technical Help desk Technician can vary based on factors such as experience, location, industry, and the size of the organization. Below is a general overview of median salaries for Technical Help desk Technicians in different regions.

• North America:   In North America, particularly the United States and Canada, Technical Help desk Technicians typically earn a median annual salary ranging from $40,000 to $60,000 or more.
• Europe:   In Europe, salaries for Technical Help desk Technicians vary across countries. In Western European countries, median salaries can range from €30,000 to €50,000 or more annually. 
• Middle East and North Africa:   In the MENA region, Technical Help desk Technician roles may have varying salary levels. Median salaries in countries like the United Arab Emirates, Qatar, or Saudi Arabia may range from $30,000 to $50,000.
• Asia-Pacific:   Technical Help desk Technician salaries in the Asia-Pacific region can vary widely. In countries like Australia, Singapore, or Japan, median wages range from $35,000 to $55,000.

Additional salary-related considerations 

While these figures provide a general indication, consider other factors when assessing Technical Help desk Technician salaries:

• Certifications:   Holding relevant certifications may positively impact salary levels, as they demonstrate expertise in specific technical areas.
• Experience level:   Technical Help desk Technicians with more experience and a track record of successfully resolving complex technical issues may command higher compensation.
• Company size:   Salaries may vary based on the size and complexity of the organization. Larger enterprises may offer higher salaries.
• Industry:   Salaries may vary based on the industry. For example, Technical Help desk Technicians supporting specialized industries such as finance or healthcare may receive higher compensation.

Individuals considering a career as a Technical Help desk Technician should conduct thorough research, stay updated on industry trends, and consider the broader economic factors associated with each region.

How to become a Technical Help Desk Technician

While there isn’t a standardized path to becoming a Technical Help desk Technician, several common steps can guide individuals aspiring to this role.

Common pathways to becoming a Technical Help desk Technician

Education .

Formal education in information technology or a related field is beneficial for becoming a Technical Help desk Technician. Many professionals in this role hold at least a diploma or associate degree in a relevant field.

Internships and entry-level positions 

Gaining practical experience through internships, entry-level help desk positions, or IT support roles is crucial for aspiring Technical Help desk Technicians. These experiences provide opportunities to apply theoretical knowledge in real-world situations, develop problem-solving skills, and enhance customer service capabilities.

Networking 

Building a professional network within the IT and technical support community can provide insights, career advice, and potential job opportunities. Networking with IT professionals, attending industry events, and participating in online forums contribute to professional growth.

Technical Help desk Technician education

While a formal degree is not always required for the role of a Technical Help desk Technician, a relevant educational background in information technology or a related field is beneficial. Degrees that are relevant to this role include:

• Information technology
• Computer science
• Computer engineering

These degrees provide a solid foundation in the technical knowledge needed to support and troubleshoot IT issues.

Certifications

Certifications play a crucial role in demonstrating technical proficiency and can enhance job prospects. Many Technical Help desk Technicians pursue certifications from recognized organizations. Relevant certifications include:

• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• HDI Desktop Support Technician

Customer service training

Technical Help desk Technicians interact directly with users, making customer service skills essential. Training in customer service principles, effective communication, and problem-solving techniques can enhance the technician's ability to assist users efficiently and professionally.

Technical skills development 

Technical Help desk Technicians must have a strong technical skillset. Acquiring proficiency in computer hardware, software applications, operating systems, and troubleshooting methodologies is crucial. Skills aspiring Help desk Technicians may want to develop include:

• Operating systems and software
• Networking basics
• Remote support tools
• Security awareness
• Hardware diagnostics and repair

Alternative career paths

In some cases, individuals transition into the role of Technical Help desk Technician from different professional backgrounds. Understanding which roles align well with a transition to technical support can help plan a successful career switch.

Roles that fit well with a transition to Technical Help desk Technician generally fall into these fields:

Network support

Professionals with a background in network support often make a smooth transition into the role of a Technical Help desk Technician. Their expertise in troubleshooting network issues, configuring routers and switches, and providing remote assistance aligns well with the technical support aspects of a help desk role. 

Customer service

Individuals with a strong customer service background can succeed in the Technical Help desk Technician role. Their communication skills, patience, and ability to empathize with users experiencing technical difficulties are crucial in providing effective support. 

Desktop support

Individuals from a desktop support background may excel in diagnosing and resolving issues related to individual workstations. Their familiarity with common user issues, such as software installations, hardware malfunctions, and system configurations, positions them well for providing comprehensive support to end-users.

Retail or sales with technical products

Individuals who have worked in retail or sales roles focused on technical products may find a pathway into the role of a Technical Help desk Technician. Their experience positions them well for communicating with end-users in a help desk setting.

What is a technical help desk technician?

A technical help desk technician is a professional responsible for providing technical support and assistance to users facing IT-related issues. They help troubleshoot problems, offer solutions, and guide users through technical difficulties to ensure the smooth operation of computer systems and software.

What does a technical help desk technician do?

A technical help desk technician’s tasks typically include:

• Assisting users with technical issues via phone, email, or chat
• Diagnosing and troubleshooting software and hardware problems
• Providing step-by-step guidance to resolve issues
• Escalating complex problems to higher-level IT personnel if needed
• Documenting issues and solutions for future reference
• Ensuring timely and effective resolution of user concerns

Difference between help desk technician 1 and 2

The distinction between help desk technician 1 and 2 can vary based on the organization. Generally, help desk technician 1 is an entry-level position with basic technical troubleshooting skills. help desk technician 2 typically implies a more experienced role with advanced troubleshooting skills and the ability to handle more complex issues.

Difference between IT operations and IT help desk

IT operations: Involves the management and maintenance of an organization’s IT infrastructure, networks, servers, and systems. IT operations focuses on ensuring IT services' overall reliability, availability, and performance.

IT help desk: Primarily provides technical support to users who encounter software, hardware, or IT services issues. Help desk professionals assist users in resolving problems and ensuring smooth user experiences.

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Desktop Support Technician Job Description

Desktop support technicians maintain computer-related infrastructure and assist individuals experiencing IT difficulties. Also referred to as help desk technicians, desktop support technicians may conduct their duties remotely or in person.

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Desktop Support Technician Job Description Template

We are searching for a solution-focused desktop support technician to provide our employees with hands-on, systematic support. The desktop support technician should receive IT-related concerns, and then proceed to diagnose and solve these issues. You should also ensure the regular maintenance of our IT infrastructure.

To be successful as a desktop support technician, you should be highly skilled in the fitting and upkeep of computers and their networks. A remarkable desktop support technician will gauge computer proficiency in every individual, and then proceed to tailor their services in a suitable manner.

Desktop Support Technician Responsibilities:

• Advising staff on appropriate procedures for directing their IT-related queries and recommendations.
• Receiving and documenting requests for support.
• Deciding on the most suitable ways of providing aid.
• Delivering IT and related assistance upon request, or as you deem suitable.
• Configuring new desktops, routers, modems, and similar devices.
• Performing routine inspections and upkeep of existing installations.
• Updating computer operating systems and other important software, as needed.
• Substantiating requests for hardware and software purchases and upgrades, if appropriate.
• Providing suggestions on appropriate training for staff.

Desktop Support Technician Requirements:

• Associate's degree in a computer-centered discipline.
• Pertinent bachelor's degree is strongly preferred.
• Experience as a desktop support technician or equivalent.
• Familiarity with all TeamViewer functions.
• Capabilities needed to deliver in-person and remote IT aid.
• Fantastic installation, diagnostic, upgrade, and restoration abilities.
• Excellent vertical and lateral thinking.
• Superb time management skills.
• Clear written and verbal communication.
• Forbearing, flexible, and supportive.

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Desktop support technician interview questions, help desk technician job description, help desk technician interview questions, technical support job description, technical support interview questions.

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IT Help Desk Technician Job Description

It help desk technician duties & responsibilities.

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

Sample responsibilities for this position include:

IT Help Desk Technician Qualifications

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

Licensing or Certifications for IT Help Desk Technician

List any licenses or certifications required by the position: CCENT, MSCA, MCP, II, IAT, ITIL, MCSA, MCSE, OS, COMPTIA

Education for IT Help Desk Technician

Typically a job would require a certain level of education.

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

Skills for IT Help Desk Technician

Desired skills for IT help desk technician include:

Desired experience for IT help desk technician includes:

IT Help Desk Technician Examples

• Microsoft Word (.docx) .DOCX
• PDF Document (.pdf) .PDF
• Image File (.png) .PNG
• Install, upgrade and document new vessel and corporate systems / software
• Complete and document help desk calls to correct problems as they arise
• Maintain inventory of hardware and software on vessels
• Maintain vessel documentation to aid vessel crews in their ongoing computer training
• Provide end user training on various systems utilized by the company
• Other tasks and projects as deemed necessary by management
• Document incident statuses in incident database tools
• Safety and security are a primary responsibility for all Laboratory employees
• Understands and adheres to all Laboratory and industry regulatory guidance and governance
• Ensures all work, materials, processes and final product meet quality specifications and are completed according to established requirements
• Knowledge of Windows desktops and notebooks, iOS devices, in a networked environment
• Entry level to two years of experience in working with Microsoft Windows, setting up basic networks, wiring and general computer repair / troubleshooting skills
• Experience creating and managing technical documentation a plus
• Marine Communications (VSAT) experience a plus
• Basic PC repair skills
• Demonstrated experience with Active Directory, Operating System delivery methods (BMC Remedy or Altiris Deployment Solution, SCCM, Ghost, ) and basic troubleshooting techniques in a Service Desk environment
• Installs, configures and troubleshoots desktop or mobile systems, workstations, and network issues in a heterogeneous environment
• Tests and evaluates commercial and Laboratory-developed software for quality control and proper operations
• Provides technical solutions to a wide range of difficult problems, where analysis of situations or data requires a review of a variety of factors
• Has internal and some external contacts
• Promotes a mutually respectful work environment that is free from discrimination and harassment
• Administration of McAfee Enterprise Virus Protection and Security System
• Administration of call center application used by CampusParc agents to enter trouble tickets from internal and external clients
• Respond to application-related trouble tickets using communications management system
• Support and maintain in-house computer systems, desktops, and peripherals
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
• Requires a B.A
• Familiarity with Internet/Intranet coding tools and scripting
• Must be able to communicate effectively in English (written and oral)
• Must possess the ability to read and understand technical manuals, documentation, and guides
• Strong customer facing, phone, and verbal communication skills along with active listening
• Technical knowledge of desktop hardware and software, including all current versions of Windows, Microsoft Office applications, and PC internal components required
• Maintain communications with end users to ensure systems continually meet business needs
• Conduct research on computer products in support of PC procurement and development efforts
• Builds and configures desktop PCs, laptops and mobile devices
• Analyzes, diagnoses and resolves software and hardware incidents
• Records, updates and documents requests using the IT ticket request system
• Provides support to individuals utilizing the Walk-Up Support window
• Conducts new user hardware setup and relocation
• Maintains good verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Answering inquiries to the company IT Support Services phone and email
• Supported industry-specific software includes Salesforce and Bond Adapt
• Trade school certifications within a IT discipline
• 1+ years of relevant call center work experience
• A+, MCP and/or Network+ certification (s)
• A working knowledge of ITSM related ticketing tools (preferably Service Now)
• Experience and/or certifications (Microsoft Technology Associate, ITIL, ) may be substituted for a degree
• Position typically requires a high school diploma and two-to-four years of related experience, or an equivalent combination of education and experience
• Creating and maintaining Active Directory accounts, e-mail accounts and group distribution lists
• Monitoring the company’s IT assets by ensuring that all technical assets are accounted for
• Establishing voice mailboxes using Cisco Unity Connection (10.5.2)
• Configuring Cisco phones and directory numbers using Cisco Unified Call Manager (10.5.2)
• Troubleshooting phone and voicemail issues
• Performing software and security upgrades as needed
• Supporting the IT function of the company by executing special projects
• Bachelor’s degree or equivalent from an accredited four year university is preferred
• Minimum one to two years of technical support and customer service experience
• Additional Required Skills
• Ability to perform comfortably in a fast-paced
• Associate’s Degree or equivalent IT technical experience
• 1 to 2 years previous help desk preferred
• Proficiency in internetworking, TCP/IP, routing/switching, wireless networks, VPNs, network diagnostics, management and troubleshooting
• Working knowledge of core Internet protocols including TCP/IP, DNS,FTP
• Active Directory skills such as creating/deleting users, resetting passwords
• Adhere to customer service standards as required by leadership
• Project a professional appearance and attitude at all times, to ensure a positive reflection on the organization
• Utilize and perform in a Windows-based environment versions of Microsoft Office Suite
• Collect and document information obtained from customer by e-mail, phone or face-to-face contact
• Provide high-quality customer service that includes effectively listening and asking questions to ensure understanding of the customer’s reported problem
• Maintain composure and focus during high volume periods and when working with frustrated customers
• Follow procedures and document all troubleshooting steps
• When appropriate, escalate incident to the next support level
• Keep current with computer hardware, operating systems, web browsers, and University applications
• Participate in testing of system and application upgrades
• MCP preferred, MCSA a plus
• Minimum 1 year of Help Desk Experience
• Experience with Dell Kace products a plus
• Experience with Microsoft System Center a plus
• Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
• Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications

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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.

Information Technology

Job descriptions:, it test analyst, cloud performance specialist, technical project manager, devops research engineer, it customer support specialist.

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IT Support Technician: Job Description, Salary, and Skills

IT support technicians play a vital role in organizations by ensuring the smooth functioning of technology and systems. Their job description involves a range of duties and responsibilities, which can vary depending on the industry and company they work for. Here are some common duties and responsibilities of an IT support technician:

• Installing and configuring computer hardware, software, and networks
• Providing technical support and assistance to end-users
• Diagnosing and resolving hardware, software, and network issues
• Maintaining and updating technical documentation and manuals
• Monitoring and maintaining computer systems and networks to ensure proper functioning
• Setting up new user accounts and profiles
• Conducting routine maintenance and upgrades on systems and networks
• Keeping abreast of new technologies and trends in the industry.

To carry out these responsibilities, IT support technicians require certain skills and qualifications. Some of the essential skills required for the job include strong analytical and problem-solving abilities, excellent communication and interpersonal skills, familiarity with operating systems and network infrastructures, and the ability to work under pressure and within tight deadlines. Some of the typical qualifications required for the job include a degree in computer science or a related field, certification in relevant technologies such as network administration or cybersecurity, and experience in IT support roles.

The importance of IT support technicians in organizations cannot be overstated. They play a crucial role in ensuring the effective functioning and communication of various departments within the organization, from finance to marketing to operations. When IT systems go down or malfunction, it can cause significant disruptions and financial losses for businesses. Having a dedicated team of IT support technicians helps mitigate these risks by ensuring that issues are resolved quickly and efficiently, and that systems are maintained and updated regularly.

In addition, IT support technicians play an important role in maintaining the cybersecurity of the organization. With cyber threats becoming increasingly sophisticated and prevalent, it is critical that businesses have strong security protocols in place. This is where IT support technicians come in, by implementing security measures such as firewalls, antivirus software, and data encryption, and by educating employees on best practices for cybersecurity.

IT support technicians are essential to the smooth functioning and success of organizations. They ensure that technology and systems are working properly, that issues are resolved quickly, and that businesses are kept secure from cyber threats. With the demand for IT support technicians on the rise, this is an exciting and lucrative field for those with the necessary skills and qualifications.

Salary of IT Support Technician

As an IT support technician, salary is an important factor to consider. According to data from PayScale, the national average salary of an IT support technician is around $47,000 per year, with hourly pay ranging from $14 to $25. However, this figure can vary depending on various factors.

Factors Affecting Salary

One of the main factors that can impact an IT support technician’s salary is their level of experience. Individuals with several years of experience and a proven track record of success will likely earn a higher salary than those who are just starting in the field. Certification and additional training can also improve one’s chances of earning a higher salary.

Another factor that can influence an IT support technician’s earnings is the size of the organization they work for. Large organizations tend to offer higher salaries than smaller ones, as they typically have larger budgets and more complex IT systems that require more specialized support. Additionally, the type of industry can also impact salaries. For example, IT support technicians who work in the finance or healthcare industries may earn a higher salary due to the sensitive and critical nature of the data they handle.

Regional Differences in Salaries

Salaries for IT support technicians can also vary by location. For example, professionals working in urban areas, particularly major metropolitan areas, tend to earn more than those in rural areas. This may be due to the higher cost of living and the increased demand for IT support. Additionally, geographic region can also be a factor. IT support technicians on the West Coast tend to earn higher salaries than those on the East Coast, with median salaries being approximately $54,000 and $48,000 respectively.

In addition to geography, the state in which an IT support technician works can also impact their salary. For example, California is known to offer some of the highest salaries for IT support technicians, with a median annual wage of $65,000. Other states with high salaries for this role include New York, Massachusetts, and Washington.

Salary is an important consideration for IT support technicians, as it can impact their quality of life and future career prospects. By understanding the various factors that affect salary, professionals in this field can better position themselves for success and earn a wage that is commensurate with their skills and experience.

Education and Training for IT Support Technician

In order to become an IT Support Technician, there are certain educational requirements that individuals must meet. At a minimum, candidates must have a high school diploma or equivalent, along with some experience working in a relevant technical field. However, more extensive education and training is highly recommended in order to fully develop the necessary skills and knowledge.

Academic qualifications play an important role in preparing individuals for a career in IT support. While a degree is not mandatory, many positions require at least an Associate’s degree in a related field, such as computer science or information technology. These degree programs focus on providing a foundation in programming and database management, as well as network security and hardware troubleshooting.

Apart from academic qualifications, IT Support Technicians may also need to obtain professional certifications to enhance their skills and marketability. Certifications demonstrate a higher level of expertise in a specific area of IT support, and can be obtained through vendors such as Microsoft, Cisco, or CompTIA. Common certifications for IT Support Technicians include the CompTIA A+ and Network+ certifications, which cover basic hardware and network troubleshooting skills respectively. Other certifications, such as the MCSE (Microsoft Certified Solutions Expert) or CCNA (Cisco Certified Network Associate), can prepare individuals for more specialized IT support roles.

A strong educational background and relevant certifications can be crucial for IT Support Technicians looking to further their careers. By staying up-to-date with the latest technologies and earning certifications, individuals can increase their employability and demonstrate their commitment to the field.

Skills Required for IT Support Technician

As an IT Support Technician, being well-versed in both technical and interpersonal skills is essential for success. While technical expertise is undoubtedly vital, so are soft skills that allow for effective communication and problem-solving.

Soft skills needed in the field

Some of the essential soft skills required for an IT Support Technician include:

• Communication:  As an IT Support Technician, you must be able to communicate technical information effectively to people with varying degrees of technical knowledge. You should also have excellent listening skills to understand the root cause of any problem.
• Patience:  You may find yourself dealing with frustrated or non-technical colleagues or clients, which requires a good deal of patience and empathy.
• Problem-solving:  IT Support Technicians must have strong analytical skills to diagnose and resolve technical issues.
• Adaptability:  IT Support Technicians often have to adapt to new technologies and environments. You must be comfortable learning new technologies and can adjust to working in different settings.
• Collaboration:  Being able to work collaboratively with other stakeholders, such as software developers, network engineers, and business analysts, is crucial for IT Support Technicians.

Technical skills required

In addition to soft skills, IT Support Technicians should also possess strong technical knowledge in the following areas:

• Hardware and software maintenance:  IT Support Technicians must have a strong understanding of hardware and software troubleshooting and maintenance.
• Network fundamentals:  IT Support Technicians need a solid grounding in network fundamentals to diagnose and resolve issues related to network connectivity, such as IP addresses, DNS, and routing.
• Operating systems:  Competency in different operating systems such as Windows, macOS, and Linux, is necessary.
• Data backup and recovery:  IT Support Technicians must be familiar with backup and recovery strategies in the event of a disaster or data loss.

Importance of communication skills in the IT Support Technician role

As an IT Support Technician, communication and interpersonal skills are just as critical as technical know-how. An IT Support Technician’s primary responsibility is to communicate with end-users effectively.

Being a good communicator helps you in the following ways:

• Helps establish trust:  Effective communication helps build trust between end-users and the IT Support Technician. Trust and confidence in your abilities help to resolve technical issues promptly.
• Helps diagnose issues:  Good communication skills help IT Support Technicians to get to the root cause of a problem more quickly.
• Assists in resolving complex issues:  A complex issue may require multiple interactions between the end-user and the IT Support Technician, and poor communication can make this process difficult and less effective.
• Improves customer satisfaction:  Good communication skills lead to a higher level of customer satisfaction because it facilitates understanding and resolution of the problem.

To be a successful IT Support Technician, one must have a combination of strong technical and interpersonal skills.

IT Support Technician Positions

When it comes to IT support, there are various positions that cater to different levels of technical expertise and the needs of different organizations. It is important to understand these positions, the responsibilities that come with them, and the skills required to excel in each role.

Overview of Different Positions in IT Support

Help desk technician.

This is the entry-level position in IT support. A help desk technician is responsible for providing technical support, troubleshooting, and assistance to users who have issues with hardware, software, or network systems. They work in a fast-paced environment and must have excellent customer service skills to ensure users are satisfied with the solutions provided.

Desktop Support Technician

A desktop support technician, on the other hand, provides technical support and assistance to individuals with desktop computers or laptops, whether it is for hardware or software issues. Their responsibilities include installing and configuring computer programs and equipment, as well as maintaining and repairing hardware and software failures. Desktop support technicians must communicate effectively to walk customers through solutions to problems.

Network Technician

A network technician is responsible for managing, configuring, and maintaining network devices and systems such as routers, switches, and firewalls. They require a deep understanding of network protocols and ability to troubleshoot any issues. Network technicians monitor network performance, respond to network-related issues, and implement system updates.

Systems Administrator

A systems administrator sets up and maintains the network and computer systems in an organization. They manage servers, applications, and databases, ensure data security, backup data, and maintain data integrity. Systems administrators may also help with software and hardware updates, provide technical support to staff and assist in maintaining the IT budget of the organization.

Differences in Responsibilities and Skills Needed for Each Position

Each IT support position has unique responsibilities and requires a different set of skills. Here are some of the differences:

Help Desk and Desktop Support Technicians require excellent customer service and communication skills to solve technical issues over the phone or via email. A technical background is important for these positions.

Network Technicians require technical expertise in networking and have the responsibility of maintaining network infrastructure, ensuring connectivity, troubleshooting issues, and implementing security procedures.

Systems Administrators require advanced technical and analytical skills for maintaining, provisioning, and administering servers, virtual systems, and network components.

Advancement Opportunities

The IT support field offers many advancement opportunities for professionals in the industry. With dedication and experience, individuals can advance their careers by transitioning to more specialized roles such as Network Engineer, Systems Analyst, or Database Administrator. An advanced degree or certificate programs can help with such transitions. Salaries for these positions vary but tend to be higher than entry-level roles.

The IT support industry offers various opportunities for professionals to advance their careers while growing their technical expertise. Each IT support position offers unique responsibilities, tasks, and requires specialized skills to excel.

IT Support Technician vs Computer Network Support Specialist

When it comes to positions in the IT industry, two roles that often get compared against one another are the IT support technician and computer network support specialist positions. While these two roles might seem similar on the surface, there are some distinct differences between them. In this section, we’ll compare the job descriptions for these two positions as well as their respective salaries and requirements.

Comparison of IT Support Technician and Computer Network Support Specialist

Both IT support technicians and computer network support specialists are responsible for helping individuals and organizations with their technology needs. However, their focuses differ slightly.

An IT support technician generally provides technical support and troubleshooting assistance to individuals who are experiencing issues with their hardware, software, or other technology resources. They work directly with end-users to identify and resolve problems quickly and effectively.

On the other hand, a computer network support specialist typically focuses on larger-scale network issues. This role requires knowledge of network architecture and protocols. They might help to set up and maintain network infrastructure or troubleshoot issues that arise within the network.

Differences in Job Descriptions and Salaries

While the responsibilities of these two roles differ, so do their salaries. According to the research, the average base salary for an IT support technician in the United States is $56,931, while the average for a computer network support specialist is $72,447. This difference in pay is due to the additional technical knowledge and expertise required for computer network support specialists.

In terms of job descriptions, IT support technicians are typically responsible for:

• Providing technical support to end-users
• Troubleshooting hardware and software issues
• Configuring and installing new hardware and software
• Maintaining accurate records of support requests and resolutions

Computer network support specialists, on the other hand, focus on:

• Designing and maintaining company networks
• Monitoring network performance and addressing issues as they arise
• Collaborating with other IT teams to resolve network problems
• Implementing security measures to protect company networks from potential cyberattacks

Requirements for Both Roles

The requirements for these two positions vary as well. Entry-level IT support technician positions typically require a high school diploma or equivalent, while more advanced positions may require an associate or bachelor’s degree in a field like computer science or information technology.

Computer network support specialist positions generally require a bachelor’s degree in computer science, information technology, or a related field. In addition, individuals in this role typically have several years of experience in networking and network administration.

Both IT support technicians and computer network support specialists need to be able to work well under pressure, have strong communication skills, and be able to troubleshoot complex technical problems quickly and accurately. In addition, they need to stay up-to-date with the latest developments in technology and be willing to continually learn and grow in their roles.

Both IT support technicians and computer network support specialists are valuable members of any IT team.

Top Industries that Hire IT Support Technicians

The need for IT support technicians has been increasing exponentially in the past decade, owing to the pervasive nature of technology in every industry. Thus, IT support technicians work across a variety of industries and sectors. In this section, we will provide an overview of the industries hiring IT support technicians, Sectors with the highest demand for IT support technicians, and prospects for career growth in each industry.

Overview of Industries Hiring IT Support Technicians

IT support technicians are hired across a wide range of industries, such as healthcare, finance, manufacturing, education, and government. The primary function of an IT support technician is to solve technical problems and address issues related to software, hardware, network, and other technology-related systems.

Sectors with the Highest Demand for IT Support Technicians

In recent years, the demand for IT support technicians has grown consistently. According to the US Bureau of Labor Statistics, the top sectors that hire IT support technicians are:

Computer Systems Design and Related Services: This sector accounts for the most significant percentage of employment in the IT support technician field, with nearly 30% of all IT support technician jobs.

Education: The educational sector, which includes primary schools, high schools, and universities, is another top employer of IT support technicians.

Healthcare: With the digitization of healthcare records and increasing dependency on technology to deliver care, the healthcare sector has become a major employer of IT support technicians.

Finance and Insurance: The finance and insurance sector is one of the most significant users of IT, and the demand for IT support technicians in this field has continued to rise.

Information: The information sector, which includes publishing, telecommunications, broadcasting, and information services, is another significant employer of IT support technicians.

Prospects for Career Growth in Each Industry

Each sector has its unique requirements and opportunities for career growth for IT support technicians.

In the Computer Systems Design and Related Services sector, IT support technicians can move into network and systems administration, cybersecurity, or software development after gaining relevant experience.

In the education sector, IT support technicians can specialize in instructional technology or move up to roles such as education technology coordinator or administrator.

In healthcare, IT support technicians can pursue a specialization in health information technology or move on to roles such as clinical informatics specialist or healthcare information management director.

In finance and insurance, IT support technicians can specialize in financial technology or pursue roles such as business operations specialist or IT project manager.

In the information sector, IT support technicians can explore opportunities in areas such as web development, system administration or data analysis.

IT support technicians can find employment opportunities in multiple industries, and the prospects for career advancement and growth are promising. As technology continues to advance and become more integral to every industry, the demand for skilled IT support technicians will only continue to rise.

Tips for Becoming an IT Support Technician

If you’re interested in pursuing a career as an IT support technician, there are a few steps you can take to get started.

Steps to take to become an IT Support Technician

Get a high school diploma or GED. This is the first step in starting a career in IT support. It’s important to have a basic understanding of math, science, and technology.

Obtain an associate degree or certificate in information technology, computer science, or a related field. Many employers prefer candidates who have a degree or certificate, as it demonstrates a level of knowledge and skill in the field.

Obtain relevant certifications, such as CompTIA’s A+ Certification or Microsoft Certified IT Professional (MCITP). These certifications demonstrate a strong understanding of IT support concepts and can set you apart from other candidates in the job market.

Gain experience through internships, part-time jobs, or volunteer work. This will give you hands-on experience and help you develop essential skills.

Apply for entry-level IT support roles. Many IT support technicians start in entry-level positions and work their way up over time.

Essential skills and qualities to develop

To succeed as an IT support technician, there are several key skills and qualities to develop:

Strong problem-solving skills: IT support technicians are often called on to solve complex problems quickly and efficiently.

Excellent communication skills: You’ll need to communicate technical information to non-technical users in a clear and concise manner.

Attention to detail: IT support technicians must be detail-oriented and able to follow instructions carefully.

Time management skills: You’ll need to manage multiple tasks and priorities while ensuring that deadlines are met.

Technical knowledge: You should have a strong foundational knowledge of computer hardware, software, and networking.

Advice from experienced professionals in the field

Here are some tips from experienced IT support technicians:

“Stay curious and keep learning. Technology is constantly changing, and you need to stay up-to-date with the latest trends to remain competitive in the job market.” – John Doe, IT Support Manager

“Develop strong customer service skills. IT support is all about helping people, so it’s important to be patient, empathetic, and understanding when dealing with users.” – Jane Smith, IT Support Specialist

“Be open to new challenges and opportunities. Sometimes the best way to learn new skills is to take on tasks that are outside of your comfort zone.” – Mark Johnson, Senior IT Support Technician

By taking the steps outlined above, developing essential skills and qualities, and following the advice of experienced professionals in the field, you can take the first steps towards a successful career as an IT support technician.

Challenges of being an IT Support Technician

Common challenges faced by it support technicians.

Being an IT Support Technician is a highly rewarding job, but it also comes with its fair share of challenges. Here are some common challenges that IT Support Technicians face:

Dealing with difficult customers : IT Support Technicians often deal with frustrated or angry customers who are experiencing technical difficulties. It can be challenging to remain calm and professional when dealing with upset customers.

Handling a large volume of calls or tickets : IT Support Technicians are often required to manage multiple calls or tickets at once. This can be overwhelming and lead to errors or delays in responding to customers.

Working long hours : Many IT Support Technicians work long hours, including evenings and weekends, to meet the needs of their clients.

Keeping up with new technology : The field of technology is constantly evolving, and IT Support Technicians need to keep up with the latest trends and advancements to provide the best service to their customers.

Managing user expectations : IT Support Technicians often have to manage user expectations, especially when dealing with issues that cannot be resolved immediately. This can be a challenge, as users may not understand why their issue is taking longer to solve.

Strategies to overcome challenges

Here are some strategies that IT Support Technicians can use to overcome the above challenges:

Developing strong communication skills : IT Support Technicians need to be patient, empathetic, and good listeners. Developing strong communication skills can help them deal with difficult customers, manage user expectations, and resolve issues more effectively.

Using a ticketing system : Implementing a ticketing system can help IT Support Technicians manage their workload more effectively, and ensure that all customer issues are tracked and resolved in a timely manner.

Training and development : Ongoing training and development can help IT Support Technicians keep up with new technology and trends in the field. This can help them provide better service to their customers and improve their job satisfaction.

Establishing work-life balance : IT Support Technicians should prioritize establishing a healthy work-life balance to prevent burnout and maintain their mental health. This can include taking regular breaks, getting enough sleep, and engaging in non-work-related activities.

Coping with the stress of the job

Working as an IT Support Technician can be stressful, given the high volume of calls, difficult customers, and long hours. Here are some tips that can help IT Support Technicians cope with the stress of the job:

Mindfulness activities : Engaging in mindfulness activities, such as meditation or deep breathing, can help IT Support Technicians manage their stress levels and improve their mental health.

Physical exercise : Regular exercise can help IT Support Technicians manage their stress levels, improve their overall health, and promote better sleep.

Tools and Technologies Used by IT Support Technicians

As an IT Support Technician, you will use a variety of tools and technologies to diagnose and solve technical issues. Here is an overview of some of the software, hardware, and other tools you will use on the job:

Anti-Virus and Malware Software  – IT Support Technicians use anti-virus and malware software to protect company computers from viruses and malware.

Remote Access Software  – IT Support Technicians use remote access software to access and control computers and other devices remotely.

Productivity Software  – IT Support Technicians use productivity software to assist with tasks such as email, file management, and scheduling.

Help Desk Software  – IT Support Technicians use help desk software to track, organize, and manage incoming technical support requests.

Desktop and Laptop Computers  – IT Support Technicians use desktop and laptop computers to troubleshoot and resolve technical issues.

Printers, Scanners, and Copiers  – IT Support Technicians use printers, scanners, and copiers to troubleshoot and resolve hardware-related issues.

Networking Equipment  – IT Support Technicians use networking equipment such as routers, switches, and firewalls to troubleshoot and resolve network-related issues.

Mobile Devices  – IT Support Technicians use mobile devices to troubleshoot and resolve technical issues, as well as to provide support to employees who use company-issued mobile devices.

Other Tools

Cable Testers and Certifiers  – IT Support Technicians use cable testers and certifiers to ensure that cables and network connections are working properly.

Digital Multimeters  – IT Support Technicians use digital multimeters to troubleshoot and diagnose hardware-related issues.

USB Drives  – IT Support Technicians use USB drives to store diagnostic tools and software, as well as to transfer data between devices.

Emerging Technologies

IT Support Technicians should be aware of emerging technologies that are transforming the field, including:

Virtual and Augmented Reality  – These technologies can be used in training and troubleshooting, allowing IT Support Technicians to gain hands-on experience in a virtual environment.

Artificial Intelligence  – AI-powered chatbots and virtual assistants can help IT Support Technicians streamline their workflows and provide faster, more efficient support.

Internet of Things (IoT)  – IoT devices are becoming increasingly common in the workplace, and IT Support Technicians will need to be able to troubleshoot and resolve issues with these devices.

Cloud Computing  – Cloud-based services are becoming more popular, and IT Support Technicians will need to be able to work with cloud-based software and troubleshoot cloud-related issues.

As an IT Support Technician, staying up-to-date with the latest tools and technologies is crucial to providing effective technical support.

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IT Support job description: A Complete Guide

IT Support is the backbone of any organisation, ensuring that all technological functions run smoothly. This blog explores an IT Support Job Description, covering responsibilities, essential skills, and salary expectations comprehensively. Let's delve into the details and explore what it takes to be proficient in this role!

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What exactly does an IT Support Job Description entail? Think of it as the comprehensive blueprint for keeping an organisation's technology running effortlessly. IT Support professionals are crucial in maintaining and troubleshooting computer systems and networks, ensuring minimal downtime and maximum productivity. 

But there's more to IT Support than just technical wizardry. It’s about excellent communication and top-notch customer service. These professionals must understand users' needs, provide clear solutions, and build trust. This combination not only resolves issues but also enhances overall workplace productivity. Join us as we explore the IT Support Job Description, highlighting key responsibilities, essential skills, and salary expectations. 

Table of Contents  

1) What does IT Support do? 

2) Responsibilities of an IT Support role 

3) Skills and qualifications for IT Support 

4) Examples of IT Support Job Description 

5) Factor affecting IT Support professionals’ salary 

6) Conclusion 

What does IT Support do?  

IT support professionals are essential problem solvers, serving as the go-to experts when technology fails. Their major role is to maintain and troubleshoot computer systems and networks within an organisation, ensuring smooth and efficient operations. 

IT Support professionals handle everything, including hardware and software installation to system performance monitoring. They reduce interruption and increase production by providing technical support, ensuring that all technological components work together smoothly and effectively. 

Day-to-day activities  

The daily activities of an IT Support professional can change widely based on the size and nature of the organisation. However, some common tasks include installing and configuring computer hardware, software, systems, networks, printers, and scanners. They are also responsible for monitoring and maintaining computer systems and networks. 

Types of IT Support roles  

IT Support roles can be categorised into different types, each with specific responsibilities. These include: 

1) Help desk support: The first point of contact for users experiencing issues. 

2) Desktop support: Focuses on resolving issues related to desktop computers. 

3) Network support: Manages and troubleshoots network-related problems. 

4) Application support: Deals with software applications and their related issues.  

Responsibilities of an IT Support role  

IT Support roles come with a wide range of responsibilities, ensuring the effortless operation of an organisation's IT infrastructure. Following are the key duties they perform:  

1) Technical support  

Providing technical support is a fundamental aspect of an IT Support job. This includes diagnosing both hardware and software problems, identifying issues quickly, and implementing effective solutions. IT Support professionals are responsible for replacing faulty components, such as damaged hard drives or malfunctioning RAM. 

They confirm that the network facilities which includes routers, switches, and firewalls, works properly in order to maintain uninterrupted connectivity. This helps to prevent network failures and makes sure all connected devices communicate effectively. 

Additionally, they must stay updated on the new technological advancements to troubleshoot and resolve new and emerging issues efficiently. This proactive approach make sure minimal disruption to the organisation's operations, allowing for continuous productivity and smooth technological integration. 

2) Customer service  

Excellent customer service skills are essential for IT support professionals. They must connect effectively with users, listen to their issues, and understand their problems. This involves offering clear, concise solutions that people will understand, no matter their technical background. 

Establishing trust with users, remaining patient, and maintaining a professional approach are all necessary. Good customer service makes customers feel supported and valued, which may improve overall happiness and efficiency in a company. 

Fast and polite responses also assist the IT Support team in establishing confidence and a great reputation. Effective communication and timely support can greatly improve the user experience, resulting in a more efficient and peaceful work environment. 

3) System maintenance  

System and network maintenance should be performed on a regular basis to avoid problems before they arise. This includes doing frequent software upgrades to keep all programmes and Operating Systems current and secure. Keeping software up to date helps defend against vulnerabilities while also ensuring that users have access to the latest and most recent features and upgrades.  

Routine backups are important for protecting against data loss in the case of hardware failures or cyberattacks. Backups ensure that essential data is quickly restored, reducing interruption and loss. This is particularly important for ensuring business continuity and protecting sensitive data. 

Monitoring system performance enables IT Support staff to detect possible problems early on and take preventive steps. Regular health checks find deviations, improve performance, prevent problems from getting worse, ensure stability, decrease interruptions, and improve productivity. 

4) Network management  

Managing an organisation's network involves several critical tasks. IT Support professionals set up user accounts, permissions, and passwords to control access and ensure security. This setup helps in defining who can access what resources, thereby maintaining a secure and organised network environment. 

They implement and maintain Network Security measures, like firewalls, to protect against cyber threats. Regular updates and security patches are important to defend against vulnerabilities and ensure the network remains robust against potential attacks. 

Troubleshooting network connectivity issues is a key responsibility, requiring a thorough understanding of network protocols and configurations. Ensuring a reliable and secure network enables smooth communication and data transfer, which is essential for daily operations and long-term success. 

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Skills and qualifications for IT Support  

A successful IT Support professional needs a blend of technical skills, soft skills, and relevant educational qualifications. The following are the key attributes required: 

Technical skills  

An IT Support profession depends heavily on technical expertise. These include expertise in Operating Systems (Windows, macOS, and Linux), knowledge of networking protocols, and familiarity with hardware. IT Support specialists have to identify and deal with technical difficulties, configure software and hardware, and understand the complexities of network configurations. 

Maintaining their expertise requires continuous learning and staying up to date on the most recent technology advances. As technology advances at a quick pace, IT Support staff must stay updated in order to face new difficulties. This ensures that they provide the best possible service to their organisations. 

Soft skills  

Soft skills like problem-solving, communication, and time management are equally important. IT Support specialists who are skilled in problem-solving may successfully troubleshoot difficulties and find quick, practical solutions. These skills are essential for understanding the root cause of technological issues and quickly implementing effective solutions. 

Strong communication skills are necessary for addressing technical problems and solutions for users who do not have a technical background. Time management and organisational skills assist in work prioritisation and simultaneously handling various difficulties, resulting in effective and timely support. 

Educational requirements  

While some IT Support roles may require only a high school diploma, others might need a bachelor's degree. Entry-level positions often provide on-the-job training, allowing individuals to gain practical experience quickly. A higher education degree offers a deeper understanding of complex IT concepts. This can make candidates more competitive in the job market. 

Certifications such as CompTIA A+, Network+, and Microsoft Certified Solutions Associate (MCSA) can also be beneficial, as they offer official proof of an individual's skills and expertise. These qualifications not only enhance an IT Support professional's trust but also improve their chances for employment and opportunities for development in the field. 

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Examples of IT Support Job Description  

Following are the examples of IT Support Job Description 

Sample 1:  

Sample 2:  

Factor affecting IT Support professionals’ salary  

Following are the factors which affect IT Support salary 

IT Support salary based on location  

The below table shows the average annual salaries for different countries in the field of IT Support. 

                                                                                              Source: Glassdoor  

United Kingdom (UK):  

In the UK, IT Support professionals earn between £25,000 and £35,000 annually. This range shows the varying levels of experience and specialisation within the field. IT Support roles are crucial in maintaining an organisation's technological infrastructure, ensuring efficient operations and prompt resolution of technical issues. 

  India:  

In India, IT Support salaries range from ₹300,000 to ₹600,000 per year. The salary variance depends on factors like experience, industry, and specific technical skills. IT Support roles are in high demand, given the rapid growth of the tech industry and the increasing reliance on IT services across various sectors. 

Australia:  

Australian IT Support professionals can expect annual salaries between AU$55,000 and AU$75,000. The demand for skilled IT Support staff is robust and driven by the continuous advancement in technology and the need for reliable IT infrastructure in businesses. The higher end of the salary range usually requires extensive experience and specialised skills. 

United States of America (USA):  

In the USA, IT Support roles offer annual salaries ranging from $45,000 to $65,000. These positions are important for ensuring the smooth operation of computer systems and networks. Salaries vary based on experience, certifications, and the complexity of the IT environment managed. 

United Arab Emirates (UAE):  

IT Support professionals in the UAE earn between AED 100,000 and AED 150,000 annually. The IT sector is growing rapidly, with a strong focus on technology innovation and digital transformation. This salary range reflects the demand for skilled professionals who can support and maintain advanced IT systems. 

Canada:  

In Canada, IT Support salaries range from CA$50,000 to CA$70,000 per year. The Canadian tech industry is expanding, with increasing opportunities for IT Support roles across various sectors. Salaries depend on experience, technical expertise, and the specific needs of the employer. 

Singapore:  

IT Support professionals in Singapore earn between S$40,000 and S$60,000 annually. Singapore's robust IT sector and its position as a global technology hub drive the demand for skilled IT Support staff. The salary range reflects the value placed on maintaining reliable and efficient IT systems in businesses. 

IT Support salary based on experience level  

This following table outlines the average annual salaries in GBP for different experience levels in the field of IT Support. 

                                                                              Source: Glassdoor  

Entry-level:  

Entry-level IT Support roles offer salaries ranging from £30,000 to £40,000 annually. These positions typically involve basic troubleshooting and support tasks under the guidance of more experienced staff. Entry-level employees are expected to learn on the job, developing foundational skills in IT Support. 

Mid-level (junior):  

Junior mid-level IT Support professionals earn between £40,000 and £60,000. They usually have several years of experience and are responsible for more complex technical issues. These roles often involve providing support to junior staff and handling advanced troubleshooting tasks independently. 

Mid-senior-level:  

Mid-senior-level IT Support roles have a median salary of £38,315. These professionals handle significant responsibilities, including managing projects and providing advanced technical support. They often supervise other team members and contribute to strategic IT initiatives within the organisation. 

Experienced level:  

Experienced IT Support professionals command salaries of £80,000 and above. These roles involve high-level strategic decision-making, management of IT operations, and oversight of large teams. Experienced professionals are expected to have extensive expertise and often play a key role in the organisation's IT strategy and planning. 

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Conclusion   

This blog explains the responsibilities, required skills, and salary expectations for IT Support professionals. It highlighted their vital role in ensuring seamless technological operations. Understanding the IT Support Job Description showcases how these experts maintain organisational efficiency and smooth tech functionality. 

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Frequently Asked Questions

IT Support typically does not require coding, but basic programming knowledge can be beneficial for troubleshooting, automation, and understanding system operations. Skills in scripting languages like Python or Bash can be useful. 

An IT Support officer maintains and troubleshoots computer systems and networks, ensuring smooth operations, minimal downtime, and efficient technology functionality. They also provide user support and manage IT infrastructure. 

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The Knowledge Academy’s Knowledge Pass , a prepaid voucher, adds another layer of flexibility, allowing course bookings over a 12-month period. Join us on a journey where education knows no bounds. 

The Knowledge Academy offers various IT Support and Solution Training , including IT Fundamentals Training, MacOS Mojave Troubleshooting And Support Training and Security Management, Planning, And Asset Protection Training. These courses cater to different skill levels, providing comprehensive insights into IT Support . 

Our IT Infrastructure & Networking Blogs cover a range of topics related to IT Support, offering valuable resources, best practices, and industry insights. Whether you are a beginner or looking to advance your IT Infrastructure skills, The Knowledge Academy's diverse courses and informative blogs have you covered. 

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IT Help Desk Support Technician

Job posting for it help desk support technician at jefferson parish sheriff's office.

There is currently an opening in the JPSO IT Division for a Helpdesk Support Technician. The work assignment is Monday – Friday, and the hours are between 8:00 A.M. to 4:30 P.M.

Job Description

Reporting to the IT Services Manager, the Helpdesk Support technician provides information and assistance to computer system users regarding the Jefferson Parish Sheriff's Office computer equipment and software.

Key Responsibilities

• Provide first line response for users requiring assistance with a variety of custom and proprietary software/applications
• Research, resolve, and respond to requests for application support by phone, email, and/or walk-ins, in a timely manner and in accordance with current standards
• Track issues from submission to resolution, updating the IT knowledge-base and communicating learnings with team members
• Escalate issues to the appropriate support teams as necessary
• Follow up on tickets and escalations, at pre-defined intervals, until resolved.
• Act as a liaison between users and technical escalation teams
• Coordinate, facilitate, and/or participate with the implementation of assorted software/applications

Preferred Skills

• Must possess excellent communication skills, both written and verbal
• Advanced knowledge of Microsoft Windows Operating Systems
• Advanced knowledge of Microsoft Office applications (i.e., Word, Excel, Outlook)
• Working knowledge of a range of diagnostic utilities
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to work in a team environment with an aptitude for imparting knowledge to team
• Keen attention to detail
• Analytical and problem solving abilities
• Comprehensive understanding of computer hardware and software
• Ability to effectively prioritize and execute tasks
• Considerable ability to adapt and learn new technical concepts
• Considerable ability to learn new software with or without formal training
• Working knowledge of ARMMS and/or other law enforcement applications

Preferred Education/Certifications/Experience

• Previous working experience as IT Helpdesk support
• Associate’s degree or higher
• MOS Certifications or comparable IT certifications
• Any combination of education and experience that provides equivalent knowledge, skills, and abilities

Work Conditions:

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
• Lifting equipment, such as laptops, computers, peripherals, etc

Anyone interested in this position may come in and apply in the JPSO Personnel Office. The deadline to apply is Friday, March 31, 2023, at 4:30 P.M. Any questions may be directed to [email protected].

The salary range for this position is between $3,200 and $4,200 per month. The offered salary is commensurate with experience, i.e. experience, education, certifications, skills, training, etc.

Job Type: Full-time

Pay: $3,200.00 - $4,600.00 per month

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• 8 hour shift

Work Location: In person

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IT Help Desk Technician

Cardiovascular Logistics , Houma, LA

Orleans Parish School Board , Orleans, LA

Job Opening: Help Desk Technician

Job Description

The Kings County District Attorney’s Office (KCDA) is one of the largest prosecutors’ offices in the country and is committed to developing and implementing innovative prosecutorial strategies that will fulfill our vision of keeping Brooklyn safe while at the same time ensuring fairness and justice for all. KCDA has an exciting opportunity to work as a Help Desk Technician to complement our existing Information Technology team.

The Information Technology Support Technician/Specialist provides a single point of contact for end users to receive instruction and support assistance from the organization’s technology/computing environment. This includes installing, diagnosing, repairing, moving, maintaining, and upgrading computer hardware and related equipment, removing and/or replacing units as required, and administering software to ensure optimal performance with minimal downtime. The individual will also troubleshoot problem areas (in person, by telephone, via e-mail, or remote connectivity) in a timely, efficient, effective, professional and accurate manner, and provide end-user assistance when and where required following the accepted best practices.

Under general supervision, with some latitude for independent initiative and judgment, the prospective candidate will be responsible for the following:

Accept support calls and accurately log them in the Help Desk application.

Troubleshoot and resolve end-user hardware, operating system, and software related problems.

Install, configure, test, monitor, maintain and troubleshoot end-user issues related to hardware and software.

Perform onsite or remote diagnosis and resolution of complex desktop problems and recommend and implement corrective measures for repairs as deemed necessary.

Administer and resolve issues with associated end-user workstation networking software products.

Ensure physical desktop connections (i.e. RJ-45 Ethernet jacks, switches, connectors between PCs and servers, etc.) are in proper working order.

Troubleshoot and resolve issues with basic network and server access problems (connectivity), WAN, firewall, and VPN systems with System Administrative guidance.

Perform moves, additions, and changes (MAC) requests as directed.

Determine the need for and implement performance upgrades to computers, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, DVD/CD-ROMs, and any other component as necessary.

Conduct print/printer maintenance.

Troubleshoot and resolve print related failures (hardware and software related). Maintain Printing equipment..

Interface with vendors as/when necessary for the repair process or any equipment or software related issues.

Handle all requests for laptops and mobile devices. Assist with mobile computing.

Make sure software (O/S systems, updates, security and office productivity software) are current and up to specifications.

Set up and install software and office standards on all laptops.

Provide Court Room Technology support.

Assist with the installation and setup of Court Technology products (hardware and software).

Troubleshoot and resolve issues with voice communications systems (i.e., telephones) and voice mail systems.

Perform network resource administration work.

Perform general administrative and office duties.

Prepare reports, distribute departmental and inter-office correspondence, file, and provide general assistance to I.T. department personnel as directed by the Department Manager and/or other Management or Executive staff.

Perform other related duties as necessary.

Preferred Skills

Sitting and/or standing for extended periods of time; lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.

Excellent organizational, time-management, and multi-tasking skills, including the ability to take initiative, prioritize duties, and work both independently and within a team environment is a plus.

Excellent interpersonal, verbal, and written communication skills; strong attention to detail is essential.

Additional Information

Candidates must meet the additional requirements:

May have to work overtime, respond to emergencies in the event of system failures, or those caused by environmental factors.

Must have and maintain a valid NYS Driver License (may have to report to remote sites).

On-call availability as needed/required. Schedules may include a number of days per month, after-hours, and weekend support.

Employees of the City of New York may be eligible for federal loan forgiveness programs and state repayment assistance programs. The federal government provides student loan forgiveness through its Public Service Loan Forgiveness Program (PSLF) to all qualifying public service employees.

Please visit the Public Service Loan Forgiveness Program site to view the eligibility requirements: https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service

Qualifications

Qualification Requirements

High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or

Education and/or experience which is equivalent to "1" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

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#23-24-100 Site Account Technician (SOAR HS) at Antelope Valley Union High School District ( AVUHSD )

Application Deadline

6/3/2024 4:00 PM Pacific

Date Posted

Number of openings, length of work year, employment type, about the employer.

Are you an educator that wants to make an impact in students’ lives? Do you believe that every student should have the opportunity for success? Antelope Valley Union High School Union District is the place for you! AVUHSD is looking for educators that are warm, outgoing, authentic, passionate and inspiring. AVUHSD places great emphasis on the student-teacher relationship, a critical component to the development of students’ personal, emotional, and academic well-being.

Requirements / Qualifications

CLASS DEFINITION: Under the supervision of the principal, will perform a variety of technical duties in accounting, bookkeeping, and clerical work and related duties as required. EXAMPLES OF DUTIES: Performs professional accounting work in accordance with a prescribed accounting system and generally accepted principles of accounting. Assists in the development of site budgets and allocations under the control of the principal, including that of the Associated Student Body. Reviews and updates budgets on a regular basis, records adjustments to the general ledger of each account under their responsibility; compiles statistical information, provides necessary periodical reports. Is responsible for the accurate recording and reconciliation of all products and bids received from vendors or the warehouse to the originating order generated by the school site. Shall maintain the school site’s fixed asset inventory in a manner prescribed by the District. Prepares necessary reports on sales tax, issues change and tickets for athletic and other special events. Banking of receipts may be required; opens and closes accounts monthly and annually; complies with outside audit recommendations; collects various fees and other monies. Provides technical assistance in the creation of the Associated Student Body budget, issues routine and emergency checks as required for the ongoing operation of the Associated Student Body. Verifies information for scholarships. Types letters, memoranda, reports, and other materials. Serves as the contact person for the Business Services Division regarding all budgets and expenditures. Shall perform other related duties as required.

DESIRABLE QUALIFICATIONS: Experience: Two (2) years combined experience in clerical and bookkeeping; income, expenditure, or program accounting preferred. Education: Completion of twelfth grade, preferably including or supplemented by courses in accounting. Knowledge of: The principles, practices, and terminology of accounting; the fundamental application of data processing to accounting; the operation of computers; basic business practices and bookkeeping forms and terminology; modern office methods, including filing. Ability to: Analyze, compile, and statistically treat data; operate adding and calculating machines and use applicable computer programs with speed and accuracy; prepare clear and concise reports; do general clerical work; use good English, correct spelling and punctuation; understand and follow oral and written instructions; and work independently. SEE ATTACHED JOB DESCRIPTION FOR MORE INFORMATION

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Antelope Valley Union High School District ( AVUHSD )

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