IT Help Desk Technician Job Description
IT help desk technician
provides technical support services for network data type problems in wireless and network applications and connectivity, Blackberry and PDA issues, network printers, Microsoft Windows Applications (MS Office) and Operating Systems security and rights access including password resets, computer hardware, printers, and software issues on laptop and desktop computers with local and remote users.
IT Help Desk Technician Duties & Responsibilities
To write an effective IT help desk technician job description, begin by listing detailed duties, responsibilities and expectations. We have included IT help desk technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Support all hardware, software, and mobile technology issues
Perform problem determination within the environment and other relevant infrastructure platforms
Maintain the security of client computers and data by ensuring operating system updates and virus protection are installed finding and eliminating malicious applications
Provide IT systems administration and support as needed, working closely with the Director of Network Systems Administration & Sr
Triage tickets that come in from users and ensure they are sent to the appropriate teams
Troubleshoot and resolve tier 1 issues, whenever possible
Effectively escalate complex incidents to engineering teams
Extensive communication with users via phone, email, or in-person
Provide onsite IT support to users sitting in Manila office
New hire onboarding tasks, including setting up desks and imaging machines for new Manila employees
IT Help Desk Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT Help Desk Technician
List any licenses or certifications required by the position: CCENT, MSCA, MCP, II, IAT, ITIL, MCSA, MCSE, OS, COMPTIA
Education for IT Help Desk Technician
Typically a job would require a certain level of education.
Employers hiring for the IT 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 Computer Science, Associates, Technical, Computer, Technology, Education, Information Technology, Business, Management, Information Systems
Skills for IT Help Desk Technician
Desired skills for IT help desk technician include:
Basic hardware
Desktops and printers
Office automation products
Databases and remote control
Outlook
Excel
MS Office
Microsoft Word
Wired and wireless network connectivity
ITIL 4
Desired experience for IT help desk technician includes:
Physically capable of regularly lifting IT equipment (up to 50 pounds), install cabling, access tight spaces under desks
Create necessary user documentation when needed
Regular collaboration with regional Help Desk support, Network, Systems, Application, and Security teams
Analyze ticket trends and identify chronic wide-spread issues or opportunities for support improvement
Ability to image Mac and PC machines with related software and accounts
Quickly provide basic support to resolve desktop/laptop, client software, printer, peripheral, local network, and other IT problems so that employees have the IT resources necessary to perform their duties
IT Help Desk Technician Examples
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IT Help Desk Technician Job Description
Job Description Example
Our company is hiring for an IT help desk 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 IT help desk technician
- Install, upgrade and document new vessel and corporate systems / software
- Complete and document help desk calls to correct problems as they arise
- Maintain inventory of hardware and software on vessels
- Maintain vessel documentation to aid vessel crews in their ongoing computer training
- Provide end user training on various systems utilized by the company
- Other tasks and projects as deemed necessary by management
- Document incident statuses in incident database tools
- Safety and security are a primary responsibility for all Laboratory employees
- Understands and adheres to all Laboratory and industry regulatory guidance and governance
- Ensures all work, materials, processes and final product meet quality specifications and are completed according to established requirements
Qualifications for IT help desk technician
- Knowledge of Windows desktops and notebooks, iOS devices, in a networked environment
- Entry level to two years of experience in working with Microsoft Windows, setting up basic networks, wiring and general computer repair / troubleshooting skills
- Experience creating and managing technical documentation a plus
- Marine Communications (VSAT) experience a plus
- Basic PC repair skills
- Demonstrated experience with Active Directory, Operating System delivery methods (BMC Remedy or Altiris Deployment Solution, SCCM, Ghost, ) and basic troubleshooting techniques in a Service Desk environment
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IT Help Desk Technician Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of IT 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 IT help desk technician
- Installs, configures and troubleshoots desktop or mobile systems, workstations, and network issues in a heterogeneous environment
- Tests and evaluates commercial and Laboratory-developed software for quality control and proper operations
- Provides technical solutions to a wide range of difficult problems, where analysis of situations or data requires a review of a variety of factors
- Has internal and some external contacts
- Promotes a mutually respectful work environment that is free from discrimination and harassment
- Administration of McAfee Enterprise Virus Protection and Security System
- Administration of call center application used by CampusParc agents to enter trouble tickets from internal and external clients
- Respond to application-related trouble tickets using communications management system
- Support and maintain in-house computer systems, desktops, and peripherals
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
Qualifications for IT help desk technician
- Requires a B.A
- Familiarity with Internet/Intranet coding tools and scripting
- Must be able to communicate effectively in English (written and oral)
- Must possess the ability to read and understand technical manuals, documentation, and guides
- Strong customer facing, phone, and verbal communication skills along with active listening
- Technical knowledge of desktop hardware and software, including all current versions of Windows, Microsoft Office applications, and PC internal components required
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IT Help Desk Technician Job Description
Job Description Example
Our company is looking for an IT help desk technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT help desk technician
- Maintain communications with end users to ensure systems continually meet business needs
- Conduct research on computer products in support of PC procurement and development efforts
- Builds and configures desktop PCs, laptops and mobile devices
- Analyzes, diagnoses and resolves software and hardware incidents
- Records, updates and documents requests using the IT ticket request system
- Provides support to individuals utilizing the Walk-Up Support window
- Conducts new user hardware setup and relocation
- Maintains good verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
- Answering inquiries to the company IT Support Services phone and email
- Supported industry-specific software includes Salesforce and Bond Adapt
Qualifications for IT help desk technician
- Trade school certifications within a IT discipline
- 1+ years of relevant call center work experience
- A+, MCP and/or Network+ certification (s)
- A working knowledge of ITSM related ticketing tools (preferably Service Now)
- Experience and/or certifications (Microsoft Technology Associate, ITIL, ) may be substituted for a degree
- Position typically requires a high school diploma and two-to-four years of related experience, or an equivalent combination of education and experience
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IT Help Desk Technician Job Description
Job Description Example
Our growing company is looking to fill the role of IT 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 IT help desk technician
- Creating and maintaining Active Directory accounts, e-mail accounts and group distribution lists
- Monitoring the company’s IT assets by ensuring that all technical assets are accounted for
- Establishing voice mailboxes using Cisco Unity Connection (10.5.2)
- Configuring Cisco phones and directory numbers using Cisco Unified Call Manager (10.5.2)
- Troubleshooting phone and voicemail issues
- Performing software and security upgrades as needed
- Supporting the IT function of the company by executing special projects
- Bachelor’s degree or equivalent from an accredited four year university is preferred
- Minimum one to two years of technical support and customer service experience
- Additional Required Skills
Qualifications for IT help desk technician
- Ability to perform comfortably in a fast-paced
- Associate’s Degree or equivalent IT technical experience
- 1 to 2 years previous help desk preferred
- Proficiency in internetworking, TCP/IP, routing/switching, wireless networks, VPNs, network diagnostics, management and troubleshooting
- Working knowledge of core Internet protocols including TCP/IP, DNS,FTP
- Active Directory skills such as creating/deleting users, resetting passwords
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IT Help Desk Technician Job Description
Job Description Example
Our company is searching for experienced candidates for the position of IT help desk 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 IT help desk technician
- Adhere to customer service standards as required by leadership
- Project a professional appearance and attitude at all times, to ensure a positive reflection on the organization
- Utilize and perform in a Windows-based environment versions of Microsoft Office Suite
- Collect and document information obtained from customer by e-mail, phone or face-to-face contact
- Provide high-quality customer service that includes effectively listening and asking questions to ensure understanding of the customer’s reported problem
- Maintain composure and focus during high volume periods and when working with frustrated customers
- Follow procedures and document all troubleshooting steps
- When appropriate, escalate incident to the next support level
- Keep current with computer hardware, operating systems, web browsers, and University applications
- Participate in testing of system and application upgrades
Qualifications for IT help desk technician
- MCP preferred, MCSA a plus
- Minimum 1 year of Help Desk Experience
- Experience with Dell Kace products a plus
- Experience with Microsoft System Center a plus
- Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
- Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications