Helpdesk Technician Job Description
Helpdesk technician
provides front-line help desk and desktop support to business personnel for internet, LAN and PC-based business software applications and hardware set-ups.
Helpdesk Technician Duties & Responsibilities
To write an effective helpdesk technician job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Coordinates configuration / installation and general troubleshooting of PC / server hardware and software
Ensure technology is accessible and equipped with current hardware and software
Provides front-line help desk and desktop support to business personnel for internet, LAN and PC-based business software applications and hardware set-ups
Maintain daily performance of computer systems by installing, modifying, and repairing hardware and software
Software and Hardware management and support
Hardware Deployment Specialist
Perform/maintain semi-annual and annual inventory of LAN hardware and software
Provide technical support to internal customers with a high degree of customer service, quality for all hardware and software issues
Able to support legacy Windows OS to current Windows 7
Troubleshooting and resolving hardware failures or problems
Helpdesk Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Helpdesk Technician
List any licenses or certifications required by the position: ITIL, CE, TCP/IP, ISO, HDI, II, IAT, MCP, MOUS, CCNA
Education for Helpdesk Technician
Typically a job would require a certain level of education.
Employers hiring for the helpdesk technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Technical, Computer Science, Education, Information Technology, Computer, Associates, Business, Communication, Information Systems, Management
Skills for Helpdesk Technician
Desired skills for helpdesk technician include:
Desktop productivity products
Windows OS
Internal ticketing system
Interworking of PC
Active Directory
Hardware
Configuration
Networking
Cisco network products and LAN/WAN hardware administration
Core/application software
Desired experience for helpdesk technician includes:
Configure peripheral for registers, such as pin pads, printers
1 year phone based technical support
Process creation and documentation
Positive attitude and team player who takes initiative
Strong personal computer troubleshooting skills
Providing Audio/Visual support as needed
Helpdesk Technician Examples
1
Helpdesk Technician Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of helpdesk 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 helpdesk technician
- Research, evaluate, and recommend new hardware and software to meet end users’ computing needs
- Train end-users to operate hardware/software effectively and in line with industry best practices
- Train staff about new and potential use
- Provides tier one technical support by directly responding to customer concerns, requests and inquiries (via email, telephone, in person, or support ticketing system) regarding data and computing services
- Receive end user problem reports and resolve moderately difficult problems immediately or within the scope of the documented Service Level Agreement when possible
- Proactively assist users in preventing future problems by looking for root causes, correcting and documenting procedures, and providing training when appropriate
- Document all communication to and from end users, including resolution and follow-up notes
- Follow established procedures and protocols for analyzing, responding to, documenting, and resolving customer issues in a timely manner
- Supports third-party software applications such as Excel, Word, Outlook, Acrobat, WinZip, CuteFTP
- Develops and maintains an inventory of all desktops, monitors, laptops, hard drives, printers, scanners, software licenses, hand-held devices, spare equipment, and peripheral equipment
Qualifications for helpdesk technician
- Assigns and coordinates office space/workstations for new employees
- Conducts P.C
- Additional administrative duties include postal pickup and delivery, workstation ergonomic evaluation, assigning door badges, working with building management, office supplies fulfilment, keyboard tray installation, and other tasks assigned by the Service Desk manager
- Minimum two (2) years of PC Technical and/or Helpdesk Support experience
- Demonstrated ability to prioritize work and to work independently on multiple on-going projects/tasks
- Be available for 24x7 rotating support
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Helpdesk Technician Job Description
Job Description Example
Our company is searching for experienced candidates for the position of helpdesk technician. 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 technician
- Diagnose and resolve technical hardware and software issues by following standard helpdesk procedures
- Tests and integrates new hardware, applications and modifications to existing equipment and systems
- Performs research/investigations, analysis, design, testing, and installation of supported hardware and software
- Schedules installation of new hardware and software and modifications to existing desktops
- Monitors performance of hardware and its capacity in all assigned locations
- Recommends and implements enhancements to existing hardware and applications
- Manages wellness and ensures uptime of end user hardware
- Troubleshoot LAN, desktop, and printer problems as they occur for minimal downtime
- Ensure employees are able to access network resources
- Deploy, configure, install, test and maintain network components, , PCs, monitors, keyboards, and printers
Qualifications for helpdesk technician
- IT certification preferred but not required
- Associates degree or technical school with industry experience
- Setup and maintain internet connections
- Responsible to prepare all new hire computers
- Assist in maintaining documented site licenses
- Create/maintain/deploy desktop images
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Helpdesk Technician Job Description
Job Description Example
Our company is growing rapidly and is hiring for a helpdesk 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 helpdesk technician
- Provide remote support for all client print related software and hardware products and services
- Diagnose, troubleshoot and resolve Tier I and Tier II technical issues relating to hardware, software applications, peripherals and other computer equipment
- Install desktop hardware, software and peripheral components as required
- Resolve technical hardware and software issues determine when to escalate the issues to IT management
- Setup and configure end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
- Assist in maintaining inventory of IT hardware and software assets
- Initiate preventive maintenance on the workstations be capable of repairing system problems
- Ensuring sites are in compliance with system operating policies and procedures
- Assisting end users with software questions or problems
- Installing and testing system or application upgrades, patches, fixes
Qualifications for helpdesk technician
- May require some travel to remote sites for support
- Mandatory requirement of Security+ certification and preferable A+ certification
- Install and extract network cabling and climb ladders without difficulty
- As required, work any shift/extended shifts, and on call support
- Minimum knowledge of technology and a basic understanding of supported products
- Supporting custom or industry specific applications
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Helpdesk Technician Job Description
Job Description Example
Our company is looking to fill the role of helpdesk technician. 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 helpdesk technician
- Resolve a regular workload of tickets as predetermined by management
- Resolve cases on or before their due date
- Communicate with requestor to keep them updated of status and delays
- Track, report and communicate status of individual ticket queue to management
- First line troubleshooting for technical issues such as
- Provide high quality customer service to all end users
- Utilize ticketing system to track issues and maintain detailed documentation
- Work within the team to maintain all SLA's and metrics
- Assists users throughout the facility
- Requires minimal supervision in performance of job duties
Qualifications for helpdesk technician
- Excellent customer service practices and organizational abilities
- 6 months to 1 year of customer service and technical support experience
- Windows 7 support and troubleshooting
- Experience in high volume helpdesk
- A minimum of 3 years (5+ preferred) in an IT support position (technical help desk/support center, end-user training, ) with at least 2 years in a formal help desk organization
- Proficiency using and supporting Microsoft Office products, Microsoft Outlook
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Helpdesk Technician Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of helpdesk technician. 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 technician
- Communicates clearly and appropriately to supervisor
- Provide tier II support of IT assets at Centerbrook, CT location
- Respond to user submitted trouble tickets
- Setup, configure, install, move, and/or deliver client computer systems, WMS devices and printers
- Take steps to maintain a secure network environment
- Troubleshoot various connectivity issues with local and remote employees
- Maintain and service multifunction print devices
- Prepare clear, concise reports, which accurately describe the problem call, diagnosis, response time and resolution
- Update desktop image library as needed
- Document new procedures and provide work-flow diagrams
Qualifications for helpdesk technician
- Strong competencies with Microsoft software, printing methods, materials
- Job will require physical activity, including but not limited to working under desks for computer installations and traversing considerable distances daily within and
- Between government buildings
- Conduct minor IT installation
- Acts quickly to handle helpdesk service requests relating to user setup or problems
- Installs software packages according to manufacturers' and internal specifications