Helpdesk Engineer Job Description

Helpdesk Engineer Job Description

4.7
160 votes for Helpdesk Engineer
Helpdesk engineer provides technical support of complex work problems involving computer technology to include workstation & server hardware, networking hardware, networking infrastructure and various operating systems software.

Helpdesk Engineer Duties & Responsibilities

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

Sample responsibilities for this position include:

To configure, install, support and maintain IT hardware and software - PCs, laptops, desk and mobile phones, printer/copiers, Windows operating systems, applications software, mobile
Coordinates with customers to plan and implement software upgrade actions and OS installation
Responsible for Helpdesk Support on desktop software & hardwareand work with service providers in case of hardware failure
To follow up procurement & delivery of hardware/software that are required by users
Direct contribution to operational permanent control framework
Provides 2nd line support to the Company's customers
Level two support for server, cisco network infrastructure and printer environment
Takes responsibility for projects as assigned timelines and deliverables
Day to day management of the helpdesk - dealing with cases from inception to completion
Requirement to attend client/customer sites on occasion

Helpdesk Engineer Qualifications

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

Licensing or Certifications for Helpdesk Engineer

List any licenses or certifications required by the position: MCP, VCP, CCNA, MCSE, CCA, JAMF, AD, O365, VM, CE

Education for Helpdesk Engineer

Typically a job would require a certain level of education.

Employers hiring for the helpdesk engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Information Technology, Technical, Information Systems, Education, Electrical Engineering, Computer Sciences, Associates, Business, Networking

Skills for Helpdesk Engineer

Desired skills for helpdesk engineer include:

Software
Computer hardware
IP phones
Switch
Wireless controller and access points
Linux server administration
OS
SQL script
Computer H/W & Networking
Domain / workgroup / AD

Desired experience for helpdesk engineer includes:

Versed in supporting the Microsoft Office, Outlook/Lotus Notes and instant messaging (RM, Sametime, Lync)
Practical experience in supporting Market Data applications (Thomson Reuters Eikon, Bloomberg)
Basic networking skills to include TCP/IP, DNS, WINS and DHCP with exposure to desktop network connectivity diagnostics and troubleshooting (LAN, WAN , Multicast)
Experience with various desktop hardware platforms and diagnosing failed components
Versed in various remote access technologies (VPN, RDP, Citrix)
Scripting knowledge / Understanding

Helpdesk Engineer Examples

1

Helpdesk Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of helpdesk engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for helpdesk engineer
  • Repair and troubleshoot PC related hardware, software, and network issues
  • Build software images for laptops and desktops
  • Handle calls from colleagues and customers within and outside Greece
  • Document the implementation of Helpdesk requests / issues through the company’s ticketing system
  • Provide classification and resolution for technical issues (1st and 2nd level support)
  • Create statistical analyses and reporting
  • Present IT New Hire Orientation to all incoming employees prepare all equipment requested, including desk set up for each new hire
  • Answer technical support phone calls, open support tickets and address user requests
  • Provide technical support both via phone and onsite service during the normal working hours
  • Ability to diagnose basic IT and computer systems issues
Qualifications for helpdesk engineer
  • Operational knowledge of ITIL/ITSM concepts and tools (Service-Now) Proficient in supporting Windows operating systems (Win 7 and Active Directory)
  • Awareness of IT Security and IT Production operational risks
  • Knowledge of Web and virtualisation Technologies
  • Fluent in Business English and in Spanish is a must
  • Excellent communication (written & oral), customer service and problem solving skills
  • Excellent knowledge of Microsoft Windows
2

Helpdesk Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking for a helpdesk engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for helpdesk engineer
  • Installation and troubleshooting of hardware and peripheral components such as monitors, keyboards, printers, disk drives, network servers, routers and firewalls
  • Ensure the security and reliability of systems and related infrastructure by timely patching and upgrade of Windows systems
  • Manages helpdesk vendor and resources
  • Will act as an escalation point and support complex trouble-shooting/problem resolution for Applications Specialist
  • Properly document all customer interactions and troubleshooting actions into the department’s case tracking system
  • Utilize the department’s knowledge base to determine proper troubleshooting course of action
  • Windows User Account Maintenance
  • Datacenter monitoring
  • Determine if a visit from an FSE/FSS or parts only is required and coordinate
  • Identify any required spare parts needed
Qualifications for helpdesk engineer
  • Excellent written and oral command of the English language is essential for the role
  • Ability to work on a shift pattern (08.00 – 20.00, Monday to Friday)
  • 1+ year(s) of proven work related experience is required in configuration of firewalls (Palo Alto, Fortinet, and Cisco (ASA)), Layer 2 and 3 switching and routing knowledge with ethical hacking, firewalls, intrusion/prevention technologies • Working experience and knowledge of Microsoft SharePoint • Ability to clearly communicate technical details in both verbal and written forms
  • IT Industry Certifications (college course certificate, Microsoft MCDST, Cisco CCNET, ITIL)
  • Advanced Knowledge and experience of MS Excel
  • Based on projected call volumes, could be expected to work India holidays
3

Helpdesk Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of helpdesk engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk engineer
  • The ability to setup and troubleshoot Windows OS and Mac OSX systems
  • Work will be in a weekly shifts , employee will need to do 1-2 night (8PM – 5AM) shifts for America in a month, 1-2 afternoon (12PM- 9PM) shifts for EMEA in a month and 1-2 day (8AM – 5PM) shifts for APAC in a month
  • In addition to that the employee will need to do weekend on call duty once in 4-5 weeks
  • Build the team, coach and manage new engineers
  • Assist Professional Service Engineers (PSE’s) with a wide variety of issues that can occur at the time of implementation
  • Troubleshoot problems and escalate to the next level
  • Maintain excellent communication with the project team
  • Assist customers and their vendors with configuration requirements for all Nice Integration points in their environment
  • Help to maintain Vickers Helpdesk SOP uptodate
  • Liaising with Crown on backup tape recalling process and filling
Qualifications for helpdesk engineer
  • 2 – 3 years of call taking experience in Helpdesk/Call centre background is preferred
  • At least least 3-4 years of experience working as a system/network administrator or in a Network Operations Centre (NOC) /helpdesk
  • Troubleshooting and configuring multifunction, network printers, LCD projectors, .
  • Technical bachelor or equivalent through experience
  • IT Industry Certifications (college course certificate, Microsoft MCDST, Cisco CCNET, ITIL, ) preferred but not required
  • 1 years’ working experience in IT Infrastructure and management preferred
4

Helpdesk Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of helpdesk engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk engineer
  • Own internal process improvement activities for your services
  • Experience with Office Suite 2003-2013 in both installation and Support
  • Experience with Office Communicator and/or Lync client installation and support
  • Printer support – works with our maintenance company and manage toner inventory
  • WebEx, AV and Video Conferencing support for Conference room meetings
  • Technical phone support for remote users
  • Some weekend support of projects when necessary
  • Procurement of IT related equipment
  • On-call Support – Rotational
  • Network infrastructure, print servers, data center, web application app support to corrections
Qualifications for helpdesk engineer
  • Good knowledge of Windows XP, Windows Server 2000 and Networking systems
  • Work experience in similar roles for big multinational companies
  • Good English skill in writing and oral speaking
  • BMS - Control SA
  • 1+ years’ experience with Microsoft Windows 7 Professional administrative functions
  • Associate’s degree or Bachelor’s degree in Computer Technology or a related field strongly preferred
5

Helpdesk Engineer Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of helpdesk engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for helpdesk engineer
  • Translate functional requirements to the software developer
  • Use problem management databases or other help desk software
  • Active Directory (AD) users, groups, and Domain controllers with appropriate security governance
  • VoIP/Unified Communications knowledge and support to MSP for MAC activity
  • Audio/Video, operating, testing, and troubleshooting audio/video/VTC equipment
  • Supervise the day to day duties of the HQ site personnel
  • Mentor junior level technicians to continually improve customer service
  • Work with desktop engineering and other groups to advance technologies to improve business performance and IT reliability
  • Provide phone support / remote assistance to customers and to Field Engineers (FE) as required to achieve resolution of service needs in a timely manner
  • Order spare parts for assigned customers including replenishing spare parts kits for warranty and contract customers
Qualifications for helpdesk engineer
  • Extensive, equivalent experience may be substituted for a degree
  • Strong MacOS administration skills
  • At minimum an associates degree in IT or Computer Science
  • Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request
  • Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests
  • Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates