Help Desk Support Specialist Job Description

Help Desk Support Specialist Job Description

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Help desk support specialist provides support with assigning IP addresses as requested and with maintaining those IP addresses in the IPA Database.

Help Desk Support Specialist Duties & Responsibilities

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

Sample responsibilities for this position include:

Modify configurations, utilities, software default settings, for the local workstation
Provide Tier II telephone/email service support to internal personnel on how to use or resolve problems related to the specifics of the business operations of a Federal Government agency and associated business rules and performance measures
Will need to become the resident expert in the business operations and service performance measurements of the agency
Work with technical writer to develop self-help curriculum (to include on-line support)
Respond to field questions and concerns, and assist with problem resolution
Prepare presentations, training material, and train field personnel
Work with user guide tech writer to prepare business rule documentation (e.g., why certain cases need to be processed in a particular), and training materials
Assist in the delivery, installation, and use of systems and services, (e.g., Washington to district office connectivity, Internet, remote access)
Participate in the preparation of training material and documentation for IT Support use
Create and distribute network related information to users, such as new account information and distribution list information

Help Desk Support Specialist Qualifications

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

Licensing or Certifications for Help Desk Support Specialist

List any licenses or certifications required by the position: ITIL, II, IAT, MSCE, HDI, CE, SECURITY, MUST, ACMT, MCTS

Education for Help Desk Support Specialist

Typically a job would require a certain level of education.

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

Skills for Help Desk Support Specialist

Desired skills for help desk support specialist include:

Products
Features and services and how our customers use them
Locating IP
Network troubleshooting
TCP/IP addresses
VPN software
Supporting remote users
Desktop operating systems
Basic hardware for PC
Internet technologies

Desired experience for help desk support specialist includes:

Industry Recognized certification as an IAT Tech Level II (GSEC, SCNP, SSCP or Security +) related certification relevant to the computing environment (ie., Net+, ITIL)
AA Degree in related discipline and four(4) years or more of related experience
1 year minimum experience with MAC OS
1 year minimum experience supporting clients using remote access software
1 year minimum experience supporting remote connectivity (VPN)
Bachelor’s degree in Business Administration or Communication is preferred

Help Desk Support Specialist Examples

1

Help Desk Support Specialist Job Description

Job Description Example
Our company is hiring for a help desk support specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk support specialist
  • Onboard new employees, educating about productivity tools, provide end-users with the IT
  • Responds to all initial and subsequent calls received from Navy system users (customers), questions/problems submitted electronically
  • Primary support for field inventory and order management systems, ensuring system availability and accurate functionality
  • Be a subject matter expert on existing systems around inventory/order management and customer master data
  • Under general direction, provides second-tier support to end-users for PC, server, mainframe applications, and hardware
  • Responsible for providing support to end-user community on difficult hardware, software and network related problems, questions, and use
  • Responsible for providing in-depth and high level, telephone support to end-user community on hardware, software and network related problems, questions, and use
  • Primary focus is to provide first call/touch technical assistance, support and troubleshooting to internal staff in the use of the various corporate applications and in-house developed clinical applications
  • Provide excellent customer service and technical assistance to users of a web application
  • Respond, analyze, and resolve questions received via phone and email accurately and in a timely manner
Qualifications for help desk support specialist
  • Customer Service - Knowledge of principles and processes for providing customer services
  • 1-3 years of working experience with installation, configuration, and troubleshooting of personal computer hardware, software, and peripherals
  • Strong knowledge of Mac OS and Windows OS
  • Basic computer networking skills (TCP/IP, AD, DNS, DHCP)
  • A) Responds to and diagnoses problems through discussion with users
  • B) Ensures a timely process through which problems are controlled
2

Help Desk Support Specialist Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of help desk support specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk support specialist
  • Effectively use available tools and resources to troubleshoot and resolve client requests
  • Deliver prompt responses and resolutions, while actively navigating internal departments to ensure seamless resolution for all client requests
  • Recognize challenging conversations and leverage positive language to resolve client needs
  • Ensure client requests are completed within required time frames that align to client satisfaction goals
  • Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day!
  • Adds,removes and maintains user accounts on all servers, including password changes and account resets deletion of terminated employees
  • Perform some network administration tasks, including creating new users, assigning rights, resetting passwords
  • Work to problem solve issues that are called in or assigned, until the issue is resolved
  • Transfer inbound calls to the appropriate staff when applicable
  • Work with IssueAware tickets (those assigned and those created), SalesForce, and other programs as needed to track and resolve issues
Qualifications for help desk support specialist
  • Business process modeling experience desirable
  • Ability to work on Saturdays on a rotational basis
  • Must have an interim SECRET to begin work on the contract
  • Ability to document decisions and actions problem resolution in clearly written and comprehensive manner
  • C) Supervises operation of help desk and serves as focal point for customer concerns
  • D) Provides support to end users on a variety of issues
3

Help Desk Support Specialist Job Description

Job Description Example
Our company is looking to fill the role of help desk support specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for help desk support specialist
  • Work collaboratively as a member of the Academic Training and Support Services team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments
  • Primary responsibility is technical support and customer service
  • Provide in-person, e-mail, phone, chat, remote control and walkup support for Vistage staff & contractors
  • Build, deploy, update and maintain computers, mobile devices and AV equipment for Vistage staff & contractors
  • Provide technical and AV support for Vistage conferences & meetings
  • Provide home-office network, hardware & software support for Executive staff
  • Perform Daily Operating Procedure systems checks and tests
  • Quickly identify and escalate non-helpdesk issues to appropriate departments
  • Manage small to medium IT projects – software deployments & upgrades, laptop & desktop refreshes, user training
  • Follow standard Help Desk operating procedures
Qualifications for help desk support specialist
  • An A+ certification or equivalent is preferred
  • 4+ years experience in Help Desk support functions including desk side support and network fundamentals
  • Mobile devise support
  • Must be able to obtain at least SECRET Clearance
  • Two to four year post high school degree or equivalent education and experience
  • Windows XP/7 in a networked Active Directory environment experience
4

Help Desk Support Specialist Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of help desk support specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk support specialist
  • Maintain reasonable discipline and decorum in the Help Desk area
  • Audio Support & Production – hardware configuration, setup & training, troubleshooting, editing, file conversion, CD burning
  • Provide end user support for clinical, radiology and enterprise applications, problem troubleshooting, repair/fix, and ongoing support process improvements
  • Daily management of the Network Operations Center - act for any technical faults or issues, maintain cleanliness, organization (documentation), operation and monitor the logbook
  • Provide support for various types of IT equipment, software, and peripheral equipment such as CPU's, monitors, keyboards, mice, laptop/notebook computers, cell and "smart phones" and related equipment
  • Coordinate operating system and application upgrades /patching, IAVA and vulnerability identification, mitigation, and elimination
  • Troubleshoot and resolve software and hardware problems
  • Provide desk-side support and on-site technician support
  • Troubleshoot complex issues and problems regarding PD2
  • Provide first and second level technical response for urgent and routine technical and application problems at on and off-site locations
Qualifications for help desk support specialist
  • Help Desk software experience a plus
  • At least one year must be experience with the specific applications being supported (IPRO, Concordance, and Relativity)
  • Prior teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications strongly preferred
  • Prior experience in automated litigation support preferred
  • Pleasant telephone manner important
  • Minimum 1-year experience in an IT Support environment
5

Help Desk Support Specialist Job Description

Job Description Example
Our company is growing rapidly and is looking for a help desk support specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for help desk support specialist
  • Deploys new and replacement systems, printers, and other peripherals
  • Create site specific documentation to detail Informatics solution and milestones
  • To participate in, and lead where appropriate, activities providing support to new customers and colleagues, including troubleshooting, parts dispatch, and escalation procedures
  • Provide professional product training to new customers and staff
  • To work with customers, System Implementation, Automation teams and external contractors to ensure that tendered solution meet the customer’s expectations in terms of performance and integration into the Laboratory Information and Workflow Management systems
  • Ensure that performance and integration into the Laboratory Information and Workflow Management systems is achieved
  • To partake in customer support activities and to own all requests for support or information through to completion even if input from other operational groups is required
  • To maintain all specified equipment at the latest revision status by planning and implementing updates and modifications as required
  • Ensure that Customer Support Activities are documented by the defined procedures- Complete
  • In times of increased Informatics Development activity there may be a requirement to support the Informatics Development Specialists
Qualifications for help desk support specialist
  • Experience with Windows 7, Outlook 2010, Remote Access support
  • 3 professional references in resume must be included
  • Must be able to learn and understand the clinical business process as it relates to applications
  • One year experience in help desk or call center environment, including application support
  • Two years' experience working in a team-oriented, collaborative environment
  • Administer daily updates to the database tracking tool

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