Help Desk Job Description
Help desk
provides local support for the following systems (installation, upgrades, troubleshooting): PC/Laptop, Hardware and Software, Printers, and Telephone System.
Help Desk Duties & Responsibilities
To write an effective help desk job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk job description templates that you can modify and use.
Sample responsibilities for this position include:
Installs, configures and maintains personal computers, Windows networks, network cabling, and other related equipment, devices and systems
Screen and diagnose internal inquiries and work requests as they relate to maintenance of government-issued laptops, desktops, mobile devices, and peripherals
Analytically troubleshoot and resolve end-user hardware and software issues via telephone/chat and/or utilizing remote tools (Bomgar)
Administering Active Directory and LDAP groups
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 8 and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone
Investigates user problems and identifies their source
Researches, resolves, responds to, and documents end user inquiries
Ensure ticket quality (i.e., correct CI, Product, assignee and owner)
Ability to distinguishes between Incidents and Service Requests (Tasks) and complete requests within SLA
Perform follow-up on customer inquiry with appropriate support teams involved in resolution to ensure incidents are addressed appropriately and provide customer with status update
Help Desk Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk
List any licenses or certifications required by the position: MCSE, MCITP, CE, MCP, ITIL, ONE, HDI, OS, MOS, II
Education for Help Desk
Typically a job would require a certain level of education.
Employers hiring for the help desk job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Associates, Information Technology, Computer, Business, Technology, Management, Communication
Skills for Help Desk
Desired skills for help desk include:
Excel
Computers
Printers
Hardware
Active Directory
Principles
Methods
Laptops
Systems software sufficient to determine if a malfunction is in the hardware
Access and PowerPoint
Desired experience for help desk includes:
Degree in information technology or related field and 1-3 years of networking experience
An understanding of Exchange Server 2003 - 2010 , Windows Server 2003 – 2012, Office 365
Ability to provide technical support over the phone
Analyzes problems associated with client/server systems and determines the course of action to resolve issue, may independently be able to resolve client issues and will coordinates appropriate IT resources if unable to resolve issue on their own, uses the call tracking system to log calls and manage the resolution process
Other duties as assigned by supervisor abilities required
Track all work in ticketing system and maintain a minimum performance standard throughout employment
Help Desk Examples
1
Help Desk Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of help desk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk
- Ensures that the rigorous application of information security/information assurance policies, principles, and practices to the delivery of application software services
- Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company
- Perform support for across current desktop environment including Windows XP, Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11
- Participate in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location
- Perform hard drive encryption, decryption, recovery, and administration via MacAfee Safeboot and Windows Bitlocker Configure, test, and modify user accounts, devices, and profiles from enterprise servers and systems
- Determine the urgency of need based on impact to business and speed of resolution
- Enters tickets into the call tracking tool
- Completely document tickets with detailed information that allows Tier II teams to continue working the ticket without causing downtime to the end user
- Work through phone calls, chat and self-service incidents requests submitted by customers
- Master client’s proprietary software
Qualifications for help desk
- Must have the mindset that they are the face of IT and as such, must be professional when working with users, suppliers or remote users at all times
- Candidate must a self-starter, have the ability to multi-task, work with limited supervision, and have solid verbal and written communication skills
- Must demonstrate strong sense of urgency regarding solving end-user issues and strong work ethic
- Associate Degree in Computer Science, Information Technology or a related business area is required
- A+ and/or MCDST are a plus
- Knowledge of Windows 7 support and mobile devices
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Help Desk Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of help desk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk
- Answering incoming phone calls for technical support
- Answering emails and voice mails for support
- Receive inbound calls and tickets to diagnose, troubleshoot and resolve employee request
- Respond promptly to escalations for technical support via phones and emails
- Participate in information technology projects
- Administering Microsoft Exchange Server
- Technical support in a p Windows 0 Mac environment
- Explaining complex technologies in a user friendly and simple way
- Performs basic installations to provide system upgrades
- Inspects installations to ensure optimal operation
Qualifications for help desk
- Experience with authoring user documentation (user guides, ) and, training
- Must be client focused with the ability to interface with various User requests in professional/polite manner
- Must have prior Application User Experience/Support experience
- Must be able to quickly support the trouble shooting of application, process, or technology issues
- Must be local to the BRW area (needed onsite at client in Bridgewater, NJ)
- Must have prior Life Sciences experience
3
Help Desk Job Description
Job Description Example
Our company is searching for experienced candidates for the position of help desk. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk
- Assist in the testing of new software and hardware before deployment to user
- Documents and reports completed work to meet departmental requirements
- Installs and configures standard technology products to complete customers’ work orders utilizing approved tools and following defined practices
- Receives and completes requests for support and services to ensure compliance with procedures
- Perform first line support, troubleshoot, diagnose and resolve Network, System, Desktop, and User issues
- Open, track and escalate requests via Helpdesk System
- Utilize between call time to process customer escalations and Web Portal tickets
- Frequently speak and listen using a headset, sit for longer periods of time working at a computer
- Set-up IT requirements for all company events
- Respond to telephone calls (both during business hours and after hours as required), email and help desk requests for technical support on time with a positive outlook and sense of priority
Qualifications for help desk
- Must be comfortable learning new workflow application (training will be provided)
- Prior understanding of Review & Approval process would be ideal
- Duration for 2 months and 2 weeks duration starting Sept 1
- Experience managing and administering Service Desk tool sets, application, KM, instructions, procedures
- Must have High School degree
- Must have 6 months of Help Desk experience
4
Help Desk Job Description
Job Description Example
Our company is hiring for a help desk. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk
- Reconfigure network settings for affected printers and workstations
- Work closely with executive management team to make sure problems are solved to their satisfaction
- Act as an escalation point for advanced or difficult help requests to IT
- Support Apple products and technologies, including iPod Touch, iPhone, and iPad devices
- Provide off hours support on a rotation schedule for the company’s retail locations and Fulfillment Center
- Answers phone calls and chats for customer issues and request for IT services
- Actively monitors Service Desk call queue
- Ensures customer satisfaction by meeting customer needs in courteous and timely manner
- Ensures ticket quality (i.e., correct CI, Product, assignee and owner)
- Fully leverages available tools, processes and info (Service, Chat, knowledge articles, Helpful Links, tip sheets, quick ref)
Qualifications for help desk
- Position requires shift work and on call support to 24/7 operations
- USDA FSIS and BMC Numara Footprints ticketing system experience preferred
- 1-2 years of experience working with "service desk ticketing tools" preferred
- Maintain an acceptable level of technical knowledge on our company's applications and services
- Analyze, document, and escalate critical issues to appropriate support groups
- Monitor and ensure timely escalation of customer issues to internal organizations or vendors
5
Help Desk Job Description
Job Description Example
Our growing company is looking for a help desk. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for help desk
- Distinguishes between Incidents and Service Requests (Tasks) and complete requests within SLA
- Ensures timely resolution of issues or escalates on behalf of customer to appropriate technical support team(s)
- Actively participates in Service Desk Chat
- Provides case status updates to customers
- Monitors and manages his/her ticket queue and document solutions using knowledge management articles and other approved resources
- Performs follow-up on customer inquiry with appropriate support teams involved in resolution to ensure incidents are addressed appropriately and provide customer with status update
- Demonstrates a high degree of employee motivation and morale, departmental and interdepartmental cooperation
- Supports current desktop environment including Windows 7, Outlook, MS Office 2016, password resets, desktop issues, VPN support, hard and soft token, IE 10/11
- Participates in event response failover and recovery of apps, maintain ability to perform duties such as VPN, offsite customer call capability, work from alternative location
- Complies with Incident Management processes
Qualifications for help desk
- Work is completed with some supervision
- 1-2 years of experience working with "service desk ticketing tools" preferred (Service Now, HP)
- At least one year of help desk experience
- Working experience and/or knowledge of virtual machines (VMware, Hypervisor, Oracle virtual machines) where they're able to troubleshoot unresponsive VM's, issues with the OS, and can follow procedures and follow through until resolution or escalation
- Ticketing system experience or experience working with a service request system
- Candidate should have excellent customer service skills