Help Desk Technical Support Job Description

Help Desk Technical Support Job Description

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Help desk technical support provides scripted response for basic troubleshooting for OJD computers and OJD Systems including Active Directory password reset.

Help Desk Technical Support Duties & Responsibilities

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

Sample responsibilities for this position include:

Monitors Help Desk queue and Inbox
Documents resolution and closes completed work orders
Provides first level troubleshooting for desktop hardware and software related problems
Facilitates new hire orientation sessions
Resolves technical problems related to Microsoft applications COTS and proprietary software
Facilitates network and e-mail account creation, work space assignments, building access and desktop setup
Utilizes Windows system management tools to perform account administration, password changes, group changes, and account expiration modifications
Supports all aspects of mobile telephony inventory to include equipment orders, device provisioning and configuration, billing reviews
Assists with identification badge processing to include taking staff photos, issuing full time employee badges and access cards
Configures/issues two factor authentication devices

Help Desk Technical Support Qualifications

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

Licensing or Certifications for Help Desk Technical Support

List any licenses or certifications required by the position: CE, MUST, ITIL, I.T, II, IAT, HDI

Education for Help Desk Technical Support

Typically a job would require a certain level of education.

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

Skills for Help Desk Technical Support

Desired skills for help desk technical support include:

Windows application features and troubleshooting
Ticketing systems
Active Call Directory functions and software tools
Active Directory
Beyond the basic ticket creation level
Remedy
Ticketing System
Along with Webmail
Citrix
Especially Excel

Desired experience for help desk technical support includes:

Provides a central source of information enabling support personnel to recover from outages with minimum disruption to expected service levels
Supports Information Security audits by responding to requests for evidence and process verification
Ensure all incident stake holders are provided routine status updates for all high impact incidents
Manage event systems and support ticking queues within SLAs
Ensure operational monitoring, alerting and response procedures for all technology components are up-to-date
Ensure team's engagement and support procedures with internal teams and external partners are maintained to provide proper and timely response to address issues and operational support requirements

Help Desk Technical Support Examples

1

Help Desk Technical Support Job Description

Job Description Example
Our company is growing rapidly and is looking for a help desk technical support. 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 technical support
  • Ensure turnover is properly performed so operational concerns are addressed in a timely manner across shifts and locations
  • Continually seek out improvement opportunities and demonstrate metric-based period over period improvements
  • Perform basic and advanced analytical support activities related to the support of Windows laptops/desktops and client supported applications
  • Records, maintains and updates records in the Incident Management system
  • Demonstrates proficiency with trouble ticketing applications other internal tools
  • Comfortable working in a fast-paced, highly-structured, deadline-driven environment
  • Strong analytical, problem-solving and attention to details skills
  • Degree or certification in computer science area
  • The Help Desk Technical Support Analyst will function as the customer’s single point-of contact within the Service Desk area through either phone support, chat or web portal while providing quality customer service at all times
  • Provide technical support to clients regarding the resolution of product hardware and software issues via the telephone for the proprietary and web based software
Qualifications for help desk technical support
  • Have strong organization and time-management skills, a “can-do” attitude, and the ability to multi-task
  • Flexibility to work any shift during call center operational hours of Monday - Saturday, 7 am - 11 pm
  • Must be able to work on-call after hours
  • On-call after hours are typically rotational but will be scheduled based on business needs
  • General Point of Sale troubleshooting
  • Know how to open a command line on a Windows System, and run commands from that line
2

Help Desk Technical Support Job Description

Job Description Example
Our company is hiring for a help desk technical support. 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 technical support
  • Provide support to application users, which include installation of upgrades, maintenance, troubleshooting, diagnostics and evaluation to determine solutions and alternatives
  • This position is very client-focused
  • Customer service is essential in this role
  • US Citizenship is required, per US government contract
  • Provide support to Information Assurance, including initial response and triage to Classified Messaging Incidents
  • Working knowledge of Microsoft server operating systems and applications and knowledge in of the following
  • Working knowledge of networking and specific knowledge in of the following
  • Monitors the applications, systems and hardware in the processing environment for abnormal processing
  • Repair of computer and hardware equipment, performing software tests and installations, upgrading software/hardware, creating/maintaining databases, acting as department liaison for maintaining computer and telecommunications equipment
  • Extensive work with internal and external customers
Qualifications for help desk technical support
  • Maintain a positive attitude, and demonstrate tact and sensitivity in customer communication, while projecting a positive, professional image
  • Have technical experience and skills in the areas of problem determination and analysis, competent level of analytical ability is required to understand the basic interrelationships of the products with each other and with the network as a whole, good working knowledge of complex and multi-vender environments
  • Must be a team player and work well with in-country and global teams in the "One Team" concept
  • Flexible to work one of 3 shifts that may include weekends and/or nights
  • Must be able to work onsite in Bentonville
  • Bi-Lingual Spanish with the ability to translate from Spanish to English or vice versa required
3

Help Desk Technical Support Job Description

Job Description Example
Our company is looking for a help desk technical support. 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 technical support
  • Troubleshoot software and hardware
  • Perform domain activities within the DOD (U.S. Air Force) computer environment to resolves technical problems pertaining to computer hardware, software, network, and telecommunications systems and create accounts and database instances via telephone, remote access, and face-to-face as necessary in support of Headquarters, Air Force Research Laboratory, Wright-Patterson Air Force Base
  • Configures and maintains user desktops, laptops, and iPhone devices and keep them updated with new software and security patches
  • Most of the current computers are currently running Windows 10 and some are running Windows 7
  • Will diagnose, identify, isolate and analyze problems utilizing historical database records
  • Need to resolve as many problems as possible over the phone or remotely on the initial call or contact from the user
  • Maintains and updates records and databases
  • Alerts management of recurring problems and problem patterns
  • Provides Administration and Creation activities in support of the AFRL HQ SharePoint Sites
  • Performs analysis of problems and assist with corrective action to restore functionality, and works with technical, customer service or development staff to resolve recurring problems and issues with applications and/or products
Qualifications for help desk technical support
  • E) Identifies, researches, and resolves technical problems
  • F) Responds to telephone calls, email and personnel requests for technical support
  • G) Documents, tracks, and monitors the problem to ensure a timely resolution
  • H) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware
  • I) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • J) Simulates or recreates user problems to resolve operating difficulties
4

Help Desk Technical Support Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of help desk technical support. 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 technical support
  • Identify and troubleshoot all issues with the goal of increasing customer satisfaction
  • Log calls as required by current documented procedure, BPIs, and WIs
  • Escalate complicated hardware, software, networking issues to Technical Support Specialist for resolution assistance when needed
  • Provide after hours and weekend coverage as specified and scheduled by management - follow current guidelines and directives on response time
  • Log all after hours calls and contacts as required by current documented procedures, BPIs, and WIs
  • Design and develop courses of action, evaluate these courses in a test environment, and implement the best solution to the problem
  • Provide remote and onsite support country troubleshooting and providing resolutions to technical issues on hardware, software and mobile devices reported by end users
  • Provide support in the areas of PC applications, voice/ PBX /phones, computer software and hardware, network operating systems, internet services, multimedia and messaging software, mobile and wireless devices and any other ICT area as required
  • Implement the computing platform, networking infrastructure and application systems with respect to the company’s IT strategy
  • Act as a liaison between offices, systems integrators and vendors when appropriate
Qualifications for help desk technical support
  • Create BlackBerry accounts, Assist with the configuration of Apple
  • Previous experience in direct customer contact, both over the phone and in person
  • Knowledge of computer hardware/software (Microsoft Operating Systems experience)
  • Typically resolves less complex problems while referring more complex problems to senior level
  • Very comfortable using PC, Internet, applications and MS Office suite
  • Ability to successfully obtain a background investigation (MBI Clearance)
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Help Desk Technical Support Job Description

Job Description Example
Our company is growing rapidly and is hiring for a help desk technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk technical support
  • Utilize the Remedy System to assign and track trouble calls as appropriate
  • Support in the configuration, installation and troubleshooting of software applications and databases on workstations, file and application servers
  • Conference room setups including AV, VC equipment and online meeting configuration and support
  • Develop and maintain knowledge on user operating systems on workstations and servers
  • Provide support on local and wide area network concepts, wiring schemes, LAN/WAN connectivity, and data communications protocols
  • Assist in writing, structuring and organising technical procedures
  • Assist with inventory and asset control
  • Support PC and peripheral installation and troubleshooting on Macs, Linux, Windows machines, Android, and IOS mobile devices
  • Mindset to increase effectiveness through efficiencies and proficiencies
  • 1 year of experience or equivalent required for level 1
Qualifications for help desk technical support
  • Participate in the creation of technical and procedural documentation
  • Good troubleshooting skills over the phone or e-mail
  • Ability to learn custom software packages as needed
  • Excellent customer facing and written skills
  • Ability to work independent and self-managed
  • Associates degree and 1 year relevant work experience

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