IT / Help Desk Job Description
IT / help desk
provides 1stlevel technical support for the determination, resolution, or escalation of technical problems related to Windows environments and applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.
IT / Help Desk Duties & Responsibilities
To write an effective IT / help desk job description, begin by listing detailed duties, responsibilities and expectations. We have included IT / help desk job description templates that you can modify and use.
Sample responsibilities for this position include:
Ensure accurate logging of all calls
Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department
Maintain competency and enhance professional growth and development through continuing education, conferences
Log all calls at point of contact noting problem symptoms and status information in order to expedite problem resolution
Ensure problem resolution and timeliness in routing customer issues by maintaining a plan of action for issue resolution, by initiating and tracking routed issues to technical resources and by keeping the customer updated on the progress of issue resolution
Initiate escalation when applicable to ensure management awareness of issues that are severe in nature or that are exceeding expected levels and document detailed problem resolutions according to departmental standards and to enhance knowledge base
Work with management and other staff to develop and facilitate training in necessary areas as the need arises
Consistently demonstrate a positive and professional attitude with a high level of management and peer group cooperation
Special projects or perform other duties as assigned
Provide coverage to a Help Desk Call or contact center which will be continuously staffed or covered during normal business hours
IT / Help Desk Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT / Help Desk
List any licenses or certifications required by the position: ITIL, CCENT, MCSE, HDI, V3, OS, IAT, MCP, MS, CE
Education for IT / Help Desk
Typically a job would require a certain level of education.
Employers hiring for the IT / help desk job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Computer Science, Education, Technical, Information Technology, Associates, Business, Computer, Technology, Information Systems, Graduate
Skills for IT / Help Desk
Desired skills for IT / help desk include:
Computer hardware/software concepts
Hardware/software concepts
Networks
Hardware
Windows operating systems
Office automation products
Databases and remote control
Microsoft Office software
Databases and network security concepts and tools
Orange Business Services IT services and applications
Desired experience for IT / help desk includes:
Experience working in Encompass preferred
Knowledge of Programming and Database Query tools (Visual Basic .NET and SQL)
Advanced experience in Microsoft Excel (Formulas, Pivot Tables, Macros)
Any other requirements an ideal applicant needs to have that is not covered by the other subheadings
Assists in resolving complex IT program and implementation issues, especially with cross platform data and IT systems that require coordination and compatibility
Provides suggestions as appropriate on situations requiring changes in resources, impacts on established policies, broad program goals, or projected timetables
IT / Help Desk Examples
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IT / Help Desk Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of IT / help desk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT / help desk
- Analyze, troubleshoot, and resolve Client Service Desk tickets in a timely manner
- Submit knowledge documents for all resolutions not already contained in the knowledgebase
- Provide backup coverage for 1st shift operations and 2nd/3rd shift Client Services Desk absences
- Substantial acquaintance with, and understanding of, general aspects of the job with a limited understanding of the technical phases of the job
- Implements standard procedures and proposes modifications to improve work flow
- Recognizes when process is deviating from acceptable standards and can implement routine solutions to ensure return to standards
- Obtains supervisory input to resolve new types of problems
- General supervision with initial instruction on procedures
- Gives periodic status reports in written and verbal formats
- Gathers information independently using established and well-defined procedures
Qualifications for IT / help desk
- 2+ years of Current/Former Help Desk or IT experience required
- Evaluates new applications software technologies
- Writes and maintains program documentation
- Ensures the rigorous application of information security/information assurance policies, principles, and practices to the delivery of application software services
- Facilitate equipment tracking, manage equipment, maintain Command inventory and consult on Command procurement
- Facilitate and support command information management to include the Information Technology (IT) infrastructure
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IT / Help Desk Job Description
Job Description Example
Our company is growing rapidly and is hiring for an IT / help desk. 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 IT / help desk
- Trains new personnel to established procedures
- Takes initiative to identify and propose remedies to problems to increase efficient workflow
- Uses discretion to direct workflow in accordance with general supervisory guidance
- Errors can be detected and corrected with relatively minor effect on the organization
- Contributions influence tasks and small project outcomes
- Accuracy and reliability of work is important to utility of contributions
- Contacts are typically with individuals within the organization
- Actively negotiates work assignments with peers
- Maintain User workstations consisting of Windows 2000/XP, Office 2000/XP/2003
- Full Microsoft Office 365 service administration including
Qualifications for IT / help desk
- N8/N80/N81 experience
- NMCI experience
- 5-10 years IT support and inventory maintenance experience
- Effectively supervise an IT support staff of two or more
- Supervises small to complex projects
- Excellent written and verbal communication skills ability to communicate with and lead technical and non-technical people at all levels of an organization, in various functions in stressful situations
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IT / Help Desk Job Description
Job Description Example
Our company is looking to fill the role of IT / help desk. 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 IT / help desk
- Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises
- Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PC’s, desktop application software, and peripheral devices
- Install or upgrade software/hardware equipment
- Assist and train users on a new hardware or software use
- You'll be responsible for setting up and technologically orienting all our newly arrived European staff (Reading, London, Mannheim, Berlin)
- 2 years of experience in a large IT department
- Respond to customer requests for support via telephone, e-mail, portal tickets or walkup requests
- Provide accurate and creative solutions to user problems
- Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
- Research and resolve issues in a timely manner in accordance with standards
Qualifications for IT / help desk
- Ability to be on-call for urgent service issues
- 5-10 years Technical Federal Information Processing (FIP) experience
- Prior experience developing and maintain complex applications
- Strong leadership experience - proven track record of inspiring, leading and managing Teams in developing strategies and delivering on those strategies with particular focus on delivering technical solutions in support of solving business problems
- Demonstrated ability to manage and partner with 3rd parties to deliver business solutions
- Proven experience developing and managing budgets at a project and cost center level
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IT / Help Desk Job Description
Job Description Example
Our company is looking to fill the role of IT / help desk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT / help desk
- Escalate problems to appropriate teams based on established guidelines and procedures
- Answer end users' inquires
- Communication to end-users, management, and any call/problem tracking system regarding status of reported problems/projects
- Meet expectations for attendance and punctuality
- Liaise with other areas to provide support and technical expertise, and resolve IT infrastructure related issues
- Respond to technical support inquiries via phone and email
- Follow up on requests and ensure timely resolution
- Assist users with computing tasks and provide instruction
- Create knowledge base articles and maintain technical support documents
- Configure software including Microsoft Office, Adobe Acrobat, and a variety of cloud based applications
Qualifications for IT / help desk
- Contribute in a fast-paced, team-oriented environment
- Upbeat, friendly, motivated and ready to help contribute to our team
- Excellent knowledge supporting Windows and Mac platforms common Office applications
- This position may require occasional night or weekend support work
- 10+ years of experience working with or in an IT environment requiring broad and deep technical skills, and business process background, preferably in a large IT organization
- Prior operational experience managing an enterprise help desk
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IT / Help Desk Job Description
Job Description Example
Our growing company is hiring for an IT / help desk. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for IT / help desk
- Maintain Help Tickets
- Create and maintain end-user accounts
- Desktop computers (multiple operating systems and applications)
- Teleconferencing (scheduling, troubleshooting, teleconference setup)
- Voice over Internet Protocol (VOIP) systems
- Acts as an internal resource available to all bank personnel for situations encountered with computer operating systems or associated components and peripherals
- Monitors systems in the business unit and resolves errors and inefficiencies
- Coordinates activities with help desk, network services or other information systems groups
- Must currently be enrolled in an IT curriculum or recently graduated with a degree in technology
- This internship is 20 hours a week with an hourly rate of $10.00
Qualifications for IT / help desk
- Efficiently manage multiple tasks
- Requires a Bachelor’s degree with a preference for a degree in a technical discipline
- This position will require 10% travel some of it internationally
- Good communication skills understanding of windows 10 and basic functions
- Ability to listen and understand client issues to make to quickly and professionally make determinations
- Provide updates to the customers per the Incident Handling guidelines