Help Desk Support Job Description
Help desk support
provides end-user instructions to client on hardware and software use, applications, and how to fix computer peripherals associated with Caesar Vision product.
Help Desk Support Duties & Responsibilities
To write an effective help desk support job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk support job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide primary support and first point of contact for phone calls, chat sessions and emails from staff regarding IT issues and requests documents knowledge base articles for, but not limited to
Provide primary support and first point of contact for phone calls, chat sessions and emails from staff regarding IT issues and requests including, but not limited to
Handle computer issues
Handle email functions
Address issues with the printer
Replace toner
Assist with computer set-up
Provide ad hoc, statistical data analysis and documentation as required
Responds to and diagnoses problems through discussion with users including problem recognition, research, isolation and resolution steps
Typically resolves basic problems while refers more complex problems to intermediate and/or senior level which may involve the use of problem management databases and help desk systems
Help Desk Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Support
List any licenses or certifications required by the position: MCP, ITIL, IAT, MCDST, CE, HDI, RSA, SCCM, MDT, MUST
Education for Help Desk Support
Typically a job would require a certain level of education.
Employers hiring for the help desk support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Associates, Education, Technical, Information Technology, Information Systems, Engineering, Military, Computer, Business
Skills for Help Desk Support
Desired skills for help desk support include:
Computer hardware/software concepts
Hardware/software concepts
Products
Features and services and how our customers use them
Microsoft Office products
Orange Business Services IT services and applications
Use of personal computers
Computers
Practices
Ability to monitor logs and scheduled events
Desired experience for help desk support includes:
Bachelor of Information Technology or equivalent work experience
Experience with Kaseya or Autotask IT management software (Preferred)
Knowledge of Microsoft systems and services such as AD, DHCP, DNS
Familiar with Remote Management Software such as VNC, DWMRC, Web-Ex
Serves as primary contact for LAN, intradepartmental and external outages that affect customer service hardware call specialists and subscribers
Interfaces with Senior Help Desk in operational departments to resolve host/network problems
Help Desk Support Examples
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Help Desk Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of help desk support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk support
- Provides ad hoc, statistical data analysis and documentation as required
- Overall general experience with help desk support
- Experience with troubleshooting network connectivity (printer and Internet)
- Experience wtih some sort of ticketing system
- Order equipment and services for employee business usage (cell phones, PCs, Printers, ISPs )
- First point of contract to triage, log, research, assign, and resolve incidents, alerts and service requests
- Record, categorize, prioritize and monitor the status and progress all issues to resolution
- Keep customers informed on the status and progress of their issues
- Escalate incidents as necessary per established run books, escalation policies and SLA's
- Log, dispatch, cross-reference and update all outbound support calls to 3rd Party Support Vendors
Qualifications for help desk support
- Minimum 10 years Help Desk experience managing 24 hours/day, 365 days/year, Help Desk Operations
- Minimum 2 years’ experience with hands-on training in current applications
- Understands e-mail, voice, and Blackberry applications
- Knowledge of printer functions, connectivity, and skill set of basic troubleshooting of printing and scanning devices including, but not limited to, networked Multifunction Devices (MFDs) such as Xerox MFDs
- Firm working knowledge of Juniper VPN Management or other systems, as designated
- Knowledge of installation and troubleshooting IP cameras
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Help Desk Support Job Description
Job Description Example
Our company is looking to fill the role of help desk support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk support
- Monitor events and alerts and action per run book procedures
- Run daily, weekly and monthly operational maintenance of processes
- Create user accounts, file shares and update passwords
- Update Knowledge Articles
- Coordinates Technical Support Field Engineers customer visits and field testing activities.��
- Performs 1st line diagnostics on subscriber network trouble tickets.��
- High School diploma or equivalent.�� 1-3 years wireless industry work experience
- Adhere to a regimented schedule (start/end times, lunches, breaks, off phone time)
- Provide in-person and remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- 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.Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.Meet or exceed statistical metrics regarding
Qualifications for help desk support
- Associate Degree and a minimum of 1 years of related experience or high school grad/GED and 2 yrs exp
- Responds to telephone calls, e-mails and in person requests
- Experience with the use of Microsoft Systems Management Server (SMS), System Center Configuration Manager (SCCM), Dame Ware, Hyena, Symantec Ghost and other tools to accomplish the assigned responsibilities
- Experience with documentation within DoN Trouble Ticket System or other designated method(s), is desired
- Ability to interact with people holding different positions different responsibilities.Search Jobs US
- Ability to interact with people holding different positions different responsibilities
3
Help Desk Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of help desk support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk support
- We have about 40% Mac users, so familiarity with the Mac OS is an advantage
- Working with Active Directory, SCCM, Jamf Pro, and many more cutting-edge environments
- Maintaining a Google Apps infrastructure, a software licensing database, and be the go-to for all company computer inventory needs
- Additionally you'll be responsible for setting up and technologically orienting all Israel office newly arrived employees
- At least 1 year experience in a large IT department
- You'll need a good understanding of what a well-functioning Windows based office must look like
- Be able to flexibly handle both the minutiae the larger administration tasks and projects
- Good English and to not be afraid to look for solutions to complex issues on your own at times of need
- Be able to look for solutions to complex issues on your own at times of need
- Be technologically orientated and up to date with latest market developments
Qualifications for help desk support
- Intermediate knowledge of the Windows 10 Operating System
- Experience handling customer calls and activities
- Ability to analyze hardware/software problems
- Must be available to work between 6am and 6pm M-F
- PC expertise and experience
- Knowledge and proficiency of Windows and Linux Operating systems including terminal services
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Help Desk Support Job Description
Job Description Example
Our growing company is looking for a help desk support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk support
- Logs and solves problems in a strong customer service fashion
- Confers with staff, users, and management to establish requirements for new systems or modifications
- Assist the end users in resolution of issues and problems
- Troubleshoots system, application and connectivity issues
- IT Help Desk support for all locations
- Integration of new systems into the network infrastructure
- Initial installation of Linux operating systems (imaging, system hardening)
- Initial installation of basic Ubuntu applications including pre-defined engineering applications
- Support certification of HW with IT Linux image
- Install, configure, update and troubleshoot services for customers on local clients such as HW/OS level concerns, web server, database server, applications server
Qualifications for help desk support
- Ticketing systems (no preference, but they use Remedy)
- Experience administrating Windows Active Directory
- Primary shift available is 2nd shift from 3 p.m
- Familiarity with a call center environment
- Ability to give clear instructions and technical information over the phone
- 6 months + of experience in a call center environment where success was gauged by balancing call handle time and first call resolution
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Help Desk Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a help desk support. 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 support
- Ensure HW delivery to all new hires in time
- Provide exceptional service in all interactions
- Assist teams during rollout of new operating system versions (system upgrade)
- Troubleshoot incident tickets and route to DevOps team as needed
- Work with various IT support team members
- Maintain current and accurate PC inventory for all systems and peripherals located on-site
- Provide first-level help desk support to all firm personnel via telephone, email and through other channels as necessary
- Record clear and detailed written information about support work in the service management system
- Make effective use of available tools and resources to provide quality support and enable the firm’s delivery of services to its clients
- Communicate with customers to ensure their needs are met and that they are satisfied with the quality of service provided
Qualifications for help desk support
- Familiarity with administrative duties
- Proficiency with remote access methods including dial up, VPN and authentication methods including security tokens preferred
- Minimum of two to four years of IT helpdesk experience required
- Minimum of two year experience troubleshooting Windows XP and 7 operating systems, MS Office Applications and hardware platforms with a good problem resolution track record
- IT Industry certifications (MCSA, A+, Network+, ) preferred
- A Bachelor's degree from an accredited institution or an equivalent combination of education, including certifications and experience