Help Desk Technician Job Description
Help desk technician
provides remote or in-person support for operating systems and software applications, as well as desktops, laptops, printers, peripherals and other computer related devices.
Help Desk Technician Duties & Responsibilities
To write an effective help desk technician job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Plan and manage the installation, upgrade, repair, movement, and replacement of desktop PCs, laptops, and peripherals
Perform basic troubleshooting and service of office printers, both local and networked
Must be able to configure, workstations, docking stations, printers, monitors, zero client hardware, VoIP/VoSIP telephones, Audio/Video controls, external CAC readers
Be responsible for providing technical assistance and support related to computer systems, hardware, or software
Provide Tier I and II IT troubleshooting services such as, maintaining, installing, repairing and modifying computers/mobile devices (SIPR, NIPR, CENTRIX, ) and their associated business software
Provide technical resolution for client and internally reported issues on production and development systems
Contribute to ongoing infrastructure and software development projects
Assist cutting-edge research and development initiatives including integration and customization of our proprietary applications with emerging frameworks and platforms
Support systems involved in deployment, testing and production environments
Researchs, resolves, responds to, and documents end user inquiries
Help Desk Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Technician
List any licenses or certifications required by the position: MCSE, MCITP, OS, CAC, MCSA, II, IAT, CE, ITIL
Education for Help Desk Technician
Typically a job would require a certain level of education.
Employers hiring for the 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 Technical, Associates, Education, Computer Science, Information Technology, Computer, Information Systems, Communication, Engineering, Military
Skills for Help Desk Technician
Desired skills for help desk technician include:
Printers
Methods
Principles
Computers
Desktop operating systems and applications
Techniques used in computer troubleshooting and support
Laptops
Common windows applications
Relevant technologies as assigned
Computer
Desired experience for help desk technician includes:
Associate’s or Bachelor’s degree in Information Systems or equivalent experience
0- 3 years’ experience in a Corporate IT helpdesk or support role
Familiarity with relational database access and administration (MS-SQL, DDL, DML, TSQL, PL/SQL, JDBC)
Experience configuring and troubleshooting hardware-based OS and software issues, familiarity with virtual computing environments (AWS, Azure, VMware, Hyper-V, VirtualBox, Parallels)
Understanding of storage array configuration and communication settings
Fundamental understanding of digital A/V, multimedia, and consumer electronic devices and software
Help Desk Technician Examples
1
Help Desk Technician Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of help desk technician. 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 technician
- Resolve technical operational problems for approximately 9000 end user devices (EUD's) (for example, desktop computers, printers, scanners, fax machines, copiers, decentralized healthcare systems, etc)
- Responsible for the initial installation, implementation, and management of desktop computers, top-down application software, and commercial off-the-shelf software packages
- Provide support and training to individual customers /users on basic desktop computer operations and application software on a case-by-case basis
- Manage all desktop, laptop, audio visual and other related hardware and software support activities in a corporate office environment
- Provides resolution/escalation/tracking of requests for desktop support via phone, and at the customer's desk
- Troubleshoot, resolve, and fix network connectivity issues related to workstations
- Support the roll-out of new desktop/laptop systems to the user community
- Maintain workstation images and back up schedules using Microsoft System Center Configuration Manager
- Resolve network/telecommunications related issues with remote users
- Provide recommendations to IT Manager based on problems or requests reported to PC Support
Qualifications for help desk technician
- Strong desire and ability to learn and use new technology, both hardware and software
- Minimum 3-5 years’ experience in a corporate IT environment support both Mac and PCs
- Must be extremely flexible with work hours
- Adobe Design products and Design industry experience is a plus
- Plan and manage the installation, configuration, and upgrade of office software applications, both networked and local
- Setup and test A/V (Video Conferencing) equipment for all meetings and functions as requested
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Help Desk Technician Job Description
Job Description Example
Our innovative and growing company is looking for a help desk technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk technician
- Providing support within the company's desktop computing environment, including installing, diagnosing, repairing, and maintaining all PC's and Mac computers
- Must be able to communicate clearly and provide courteous customer service
- Will receive trouble requests via walk-ups, calls, or through email and enter requests into a trouble ticket tracking system
- Must possess strong troubleshooting skills for Microsoft Operating systems and software
- Ability to support ARMY desktop and laptop system images
- Provide support and training to end users located in Patton Hall
- Will perform duties as a Trusted Agent for issuing SIPRNET PKI Tokens
- Will provide technical managerial support for the USARCENT Defense Enterprise Provisioning Online (DEPO) enterprise email support for users NIPRNET and SIPRNET accounts
- Assist with inventory/assess management
- Responds to queries, runs diagnostic programs, isolate problems, and determine and implement solutions
Qualifications for help desk technician
- Typing skills a plus
- Current MCSE or MCITP certifications required • Windows XP, Windows 7, and Windows 2008 Server and experience working in a complex Windows Enterprise
- AA or other 2 year technical degree in related discipline and 3+ years' experience
- Must have a current, active Top Secret clearance adjudicated within the last two years
- While performing the duties of this job, the employee is frequently required to handle
- Have demonstrated experience and capability with interfacing with the Air Force Customer at very high levels interfaced with multiple DoD Agencies
3
Help Desk Technician Job Description
Job Description Example
Our growing company is looking to fill the role of help desk technician. 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 technician
- Perform computer maintenance, hardware and software installation, upgrades, system support, equipment salvage, and inventory tracking
- Problem and resolution documentation and tracking
- Research and troubleshoot the more complex desktop problems
- Hardware service and support
- Support of multiple software applications
- Help ensure team quality and performance measures are met
- Coordinate with other help desk staff to ensure that in-office support is available during the store hours of operation
- Must possess strong troubleshooting skills for Microsoft Windows Operating systems and software
- Ability to support ARMY desktop and laptop system images and processes
- Responds to customer requests made through telephone, email, or self-service portal that range from routine to complex, while elevating unresolvable issues that fall outside of the Service Desk area of responsibility, and that call for specialized remediation by higher echelon divisions, to the appropriate departments
Qualifications for help desk technician
- Familiarity with PC hardware and Windows 7 set-up and configuration and
- Ability to work weekends and may be required to travel upon customer requests
- Must meet DoD 8570.01-M Information Assurance Technical (IAT) Level II requirements, including IA Baseline and CE Certifications
- Knowledge of Windows 7 required – Windows 10 a plus
- Experience with remote access a plus
- Experience using/troubleshooting Microsoft Office Suite (Word/Excel/PowerPoint), Visio, and Internet Explorer
4
Help Desk Technician Job Description
Job Description Example
Our company is growing rapidly and is looking for a help desk technician. 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 technician
- Perform routine maintenance on servers, workstations, and printers
- Manage active directory users and computers
- Uses enterprise management tools such as remote access applications, software distribution, and access management to assist users
- Troubleshoots new software and hardware releases approved by higher-level IT Officials and recommends operational improvements as required to maintain system compatibility
- Tests various configurations to determine system compatibility within the common operating environments in order to troubleshoot future incidents
- Troubleshoots user connectivity issues for remote access that may be due to CAC card certificate errors
- Creates, edits, and deletes accounts in the various applications based on user or management-initiated request
- Performs quality review on the ticket escalation queue, verifying the tickets have complete contact information for the user and provides an accurate description of the incident/request along with the attempted resolution of service level one (SL1) support
- Performs physical equipment inventories and deployments on a limited basis both on-site and at some remote locations
- Provide high level, individualized IT support for the Command group (approximately 24 staff members) and other key staff members (approximately 10) as established in the current work ticket system
Qualifications for help desk technician
- Basic Knowledge of Outlook Email Client in an Exchange Server Environment
- Strong communication skills in Spanish and in English
- Technical and customer service experience desired
- Able to navigate through various tools/screens while troubleshooting and talking with customers
- Thoroughly document support calls following established procedures and guidelines
- Experience in a incoming support center is desired
5
Help Desk Technician Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of help desk technician. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk technician
- Acts as a liaison between customers and internal support staff to assure accurate problem interpretation
- Identifying, implementing, and supporting all technology within this business to support internal end users
- Answering phone calls on the help desk to troubleshoot issues with user accounts, Windows 7, Microsoft Office, network connectivity and VPN connectivity
- Provide remote and in-person IT support as needed
- Provide support to end-users for Microsoft applications, in-house applications, and third-party software packages
- Adhere to internal processes and reliably perform real-time ticket documentation
- Using advanced IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
- Ensure users are provided efficient, effective, and timely support on a 24x7 basis
- This person will perform a wide array of tasks to support end users, customers, and prospects via phone, e-mail, and chat
- Provide technical support for a Managed Services Customer
Qualifications for help desk technician
- Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world
- Background in successful corporate risk management, technical risk management and security management, related to Technology managed and supported systems
- Strong analytical and process management skills and have a broad understanding of business strategy and operations
- 2+ years in a comparable technical role
- Further technical study including but not limited to Information Systems degree course work and job-related certifications, MCSE and A+ certifications are a plus but not required for this position
- Perform limited administration or configuration of key applications