IT Helpdesk Job Description

IT Helpdesk Job Description

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IT helpdesk provides advanced level expertise (Tier III) on IT issues related to the Microsoft Windows Server 2008/2012, Exchange, SQL and Active Directory.

IT Helpdesk Duties & Responsibilities

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

Sample responsibilities for this position include:

Working knowledge of PC hardware, cabling, software packages, basic TCP/IP, basic LAN topology, installing and troubleshooting PC equipment, Windows 7, 8, 10, 2008, and 2012
Install computer hardware/software
Help internal users with software and login issues
Perform failure analysis to evaluate all processes and diagnose all software systems
Serve as liaison between helpdesks within Americas, Asia Pacific (APAC) and Europe, Middle East and Africa (EMEA) offices
Results processing, monitoring and associated tasks
Deal with network issues
Assist with IT issue resolution
Complete internal network maintenance
Process customer queries/issues

IT Helpdesk Qualifications

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

Licensing or Certifications for IT Helpdesk

List any licenses or certifications required by the position: ITIL, MCSE, MCITP, MCTS, HDI, MCP, IAT, COMPTIA, MS, V3

Education for IT Helpdesk

Typically a job would require a certain level of education.

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

Skills for IT Helpdesk

Desired skills for IT helpdesk include:

Server hardware and network configurations
Microsoft server operating systems
Microsoft Office
Networking
Software
Active Directory
Ability to manage common SQL Server maintenance tasks
Comprehension of basic SQL queries
SQL Server administration
Windows

Desired experience for IT helpdesk includes:

Retail experience is preferred but is not required
Experience with corporate email systems such as or Microsoft Exchange/Outlook
A minimum of 3 years’ experience in team management
Knowledge of the Japanese market
Utilisation of helpdesk tools
Proficiency with computer programs and applications

IT Helpdesk Examples

1

IT Helpdesk Job Description

Job Description Example
Our innovative and growing company is looking for an IT helpdesk. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for IT helpdesk
  • Ensuring that the hardware and software applications are configured in accordance with applicable requirements and that their output complies with regulations
  • Ensuring that no unauthorised software is installed on the EFB system
  • Follow document blueprints and standard operating procedures
  • Moving computer/printer equipment from offices/cubicles
  • Assisting in the setup of office telephones for new hires
  • Troubleshoot, diagnose and repair computer hardware
  • Analyze information provided by HR personnel and other departments in order to create and/or modify accounts for new employees and/or existing employees
  • Manage relationships with application vendors for various support needs
  • Prepare and submit Change Management Requests for applications, in collaboration with stakeholders as needed
  • Escalate highly complex or difficult technical problems to Manager
Qualifications for IT helpdesk
  • Instruct users via phone and/or email on the basic functionality of desktop applications
  • Enter information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issues
  • Great attention to detail and follow up, verbal/written communication skills
  • Must be able to speak, read, write and understand English as the primary language used in the workplace
  • Knowledgeable in configuring mobile Operating Systems (iOS and Android)
  • Previous working experience in supporting end users and documenting incidents at an “IT Helpdesk” for at least one year, preferably in a multinational environment
2

IT Helpdesk Job Description

Job Description Example
Our company is growing rapidly and is hiring for an IT helpdesk. 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 helpdesk
  • Resolves routine and moderately complex hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues
  • Bachelor's degree in computer science, information systems, engineering, business or a related field (or an equivalent combination of education and experience)
  • Some previous experience in a Helpdesk environment is advantageous
  • The potential candidate should be self motivated with an ability to survive in a progressive IT environment, along with the flexibility to adapt to new technologies
  • The successful candidate must demonstrate an ability to learn and grow within this role
  • High capacity to manage the different incidents depending on the severity of the cases handled
  • Troubleshoot hardware, which includes repairing/replacing PCs, keyboards, monitors and all desktop peripherals
  • Assist with moves of users/departments in Sao Paulo
  • Provide support for our mobile devices (laptops, air-cards and smartphones) in the region
  • Respond to assigned helpdesk tickets and provide solutions for reported customer problems
Qualifications for IT helpdesk
  • Bachelor's degree in Information Technology or related field preferred or a combination of education and other equivalent experience
  • Minimum two years of relevant, hands-on, professional experience in service and support functions of a global heterogeneous environment
  • Should possess an interest in technology, computers and mobile devices
  • Minimum 2 years in online travel website - IT department with customer services
  • Bachelor’s Degree in Information Systems, Computer Science, IT or related field
  • Minimum of 2-3 years of relevant experience in IT Support• Excellent command in Thai and English (Spoken, Technical Reading and Writing)
3

IT Helpdesk Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of IT helpdesk. 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 helpdesk
  • Responds to and resolves hardware and software service requests for workstations, peripherals, and phones
  • Troubleshoots networking issues to physical layer, OS and hardware issues, and DNS / DHCP issues
  • Follow instructions and pre-established guidelines to perform job functions
  • Be familiar with Service Level Agreements (SLAs) and proper response times
  • Phone and inbound ticket queue support for global employee IT service requests
  • Participate on Helpdesk team projects, complete tasks and ensure they are completed on time and to specifications
  • Outstanding communication skills (written and verbal) with a good telephone manner and strong relationship building skills
  • Maintenance of the EFB Policy and Procedures Manual
  • Manage the update cycles and ensure that the updates are always completed on or before the cut-over date
  • Liaise with vendors to ensure any defective items are serviced and returned for operations within the Service Level Agreement (SLA) interval itself
Qualifications for IT helpdesk
  • Bachelor's Degree in an Information Technology discipline or related field of study
  • In lieu of a Bachelor's Degree, an Associate's Degree in an Information Technology discipline or related field of study
  • Mobile Device Troubleshooting
  • Support Mobile Handhelds
  • Dell laptop/desktops
  • Apple Mac, Ipad, Iphone
4

IT Helpdesk Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of IT helpdesk. 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 helpdesk
  • Administer a variety of help desk support software suites
  • Supports cross-team functions such as invoicing, purchasing, licensing
  • Acts as a central point of communication between IT and brands and departments
  • Partner with various IT teams to process and escalate information
  • Administrate and utilize various endpoint management tools
  • Participates and supports disaster recovery initiatives and change management standards and procedures
  • Interacts in a cross-team capacity to meet customer and organizational needs
  • Participate in an on call support rotation which includes evenings and weekends
  • Takes users issues and requests via phone, email, and Self Service Ticketing System
  • Service internal and external customers cost effectively
Qualifications for IT helpdesk
  • This role will suit someone who is self-motivated and has a very strong work ethic strong personal time management and who can coordinate several tasks simultaneously
  • Bachelor's degree in IT or a related field and 1-3 years of relevant work experience OR 5-7 years of relevant work experience
  • Provide exceptional customer service to help customers with all IT needs
  • Minimum of 2-3 years of relevant experience in IT Support
  • Logs and responds to incident, events, and requests via phone, email or in person, providing Level 1 IT support to users
  • Migrates user accounts and data to new computers
5

IT Helpdesk Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of IT helpdesk. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for IT helpdesk
  • Monitoring ticketing queue
  • Creating, assigning, updating and closing tickets
  • Following up with users and documenting in ticket
  • Escalating all issue to management and providing daily status
  • Resolving 1st level incidents
  • Maintaining order in store room
  • Assisting in maintaining stock
  • Provides front line support for end users with IT related issues
  • May participate in IT projects and programs as a lead and serve as a backup Desktop Support Technician
  • Contributes to documentation and metrics reporting
Qualifications for IT helpdesk
  • Provides predefined reports related to IT support operations
  • Prepares end-user documentation for desktop-based systems, and one-point How To lessons
  • May be involved with backup and restoration activities for systems and content, desktop backups to the network, or hard drive recovery
  • Must be willing to work on weekends, on holidays, or a different shift if required by temporary conditions
  • Familiarity with endpoint management suites
  • Familiarity with backup and restoration activities for computer systems and content

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