Help Desk Specialist Job Description
Help desk specialist
provides technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.
Help Desk Specialist Duties & Responsibilities
To write an effective help desk specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Analyze and solve all problems relating to PCs, laptops, MACs, printers, phones, PDAs, tablets, and cabling
Install PC hardware and peripheral components such as monitors, keyboards, printers, and disk drives
Responsible for installing and support company issued printers both remotely and in our operations center
Responsible for maintaining current hardware inventories for laptop, workstations, monitors and printers
Report issues that need escalation
Organize and create documentation for policies and procedures utilized by IT staff
Recognize and respond to large-scale events
Ensure implementation of company safety, health and environmental programs for employees whose work is directed
Provide support to callers with computer and technology related problems
Act as liaison between HB and CCC Macro Pro
Help Desk Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Specialist
List any licenses or certifications required by the position: MCP, XP/MCP, MCDST, MCICT,MCITP, ITIL, IAT, II, CE, ACSP, MCSA
Education for Help Desk Specialist
Typically a job would require a certain level of education.
Employers hiring for the help desk specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Education, Associates, Computer, Networking, Information Technology, Technology, Business, Engineering
Skills for Help Desk Specialist
Desired skills for help desk specialist include:
Printers
Principles
Methods
Hardware and equipment contracts and supervise contract-based installations
Techniques used in troubleshooting and support
Computer software
Active Directory
Networking
Windows 10
Cloud Services
Desired experience for help desk specialist includes:
Communicate effectively, is customer focused and manages complexity
Tech savvy with strong troubleshooting skills and can manage complexity to effectively solve problems
Resilient in difficult situation, action oriented with a sense of urgency, high energy and enthusiasm
Decision quality especially in highs stress situations, interpersonal savvy with a diverse group of people and situational adaptability
Team player that can learn quickly in an ever changing environment
Monitor and respond quickly to internal staff inquiries via email and phone
Help Desk Specialist Examples
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Help Desk Specialist Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of help desk specialist. 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 help desk specialist
- Participate in a quality program to certify that a high level of accuracy and Golfer Care are consistently delivered, utilizing Net Promoter Score (NPS) as the primary driving metric
- Create and deploy workstation images via Microsoft Systems Center Configuration Manager 2012
- Manage Mac servers and end user devices
- Manage the breakdown, relocation, and setup of workstations to accommodate user relocations, site remodels, and new location installations as assigned
- Process new user account / email setup, and departing user account retirement
- Ensure Windows and Mac devices are kept up to date with security updates
- Ensure all end user devices are protected and managed by Symantec Endpoint Protection
- Facilitate building access / security requests
- Train users on the PC operations and standard applications as required
- Research, test, recommend, price, purchase and deploy end user workstations and devices
Qualifications for help desk specialist
- Initiate all helpdesk requests and create tickets
- Ensure O/S software and productivity applications are available to employees and contracted personnel
- Support all standard desktop software and hardware devices
- Maintain Knowledge base of solutions
- Provide basic "how to" assistance for standard desktop productivity software
- Provide recovery assistance for file corruption and restores
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Help Desk Specialist Job Description
Job Description Example
Our growing company is looking for a help desk specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for help desk specialist
- Maintain end user device inventory
- Provides 24x7 Help Desk support as defined by first response/Tier 2 support
- Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications
- Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket if possible
- Resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket
- If unable to resolve thoroughly, document ticket with actions taken in an attempt to resolve and escalate ticket
- Receive, triage and route tickets to Tier 2 Help Desk
- Monitors operational activities of all cells to maintain centralized situational awareness of the overall health of NGA IT services
- Trains and provides guidance and direction to less senior Help Desk staff
- Responsible for Encompass Helpdesk support for the Southeast Region
Qualifications for help desk specialist
- Assist with hardware and software incidents regarding system performance, poor response and system configuration
- Reassign tickets using the appropriate call types when required
- Remain current with the industry in knowledge and use of technology and management products and make recommendations on optimization and new technology exploitation that will improve delivery of the Services efficiently and effectively
- Support all Services-related Equipment and Software included in the IT Service Catalogue including both Standard and Non-Standard Products
- Provide desk side support Services for Supported Desktop Standard Products in Mississauga, New York , Los Angeles and remote users within the established procedures
- Provide desk side support Services for ad hoc customer training and how-to assistance
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Help Desk Specialist Job Description
Job Description Example
Our growing company is looking for a help desk specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk specialist
- Interact with various venders from Credit bureaus to hardware audit, fire inspections
- This will require independent reading and learning of technologies
- You will be responsible for providing support to end-user community on hardware, software and network related problems, questions, and use
- Capture and document relevant information through online tracking system, prioritize issues and investigates solutions
- Provide immediate resolution if possible or assigns issue to the next level of support
- Act as incident coordinator by keeping affected parties updated throughout the incident lifecycle
- Performs problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems
- Partners with developers and engineers to reduce reoccurring incidents
- Assist in developing continuous process improvement for support tools, troubleshooting techniques
- Communicate to appropriate internal personnel of issues at a particular account?
Qualifications for help desk specialist
- Ship replacement hardware for break fix
- Remotely resolve software troubles via telephone and remote take over
- Provide priority service for named VIPs in staffed locations
- Provide priority service for named VIPs at non staffed locations remotely
- Provide a high touch service including how to support for VIP's
- Coordinate with 3rdparty service providers addressing installations, moves, adds, changes (IMAC’s) for voice network equipment
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Help Desk Specialist Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of help desk specialist. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for help desk specialist
- Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist
- Help ensure a high level of customer satisfaction through ownership, resolution and appropriate escalation of issues and trouble tickets
- Troubleshoots, isolates, documents, and resolves problems reported by users
- Builds and maintains PC systems
- Keeps current and knowledgeable on all corporate approved software, general technological advances
- Researches and resolves hardware and software application problems
- Ensuring a timely process through which problems are controlled
- Provides first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool
- Maintain and update tracking tool
- May report recurring problems to management
Qualifications for help desk specialist
- Provide standard remote support for non staffed locations
- Provide assistance to user requests for help, clarification and incident resolution
- Given the nature of technical support services in a changing business environment, must be receptive to commensurate change in roles and responsibilities as required
- Must have good communication skills via phone call, e-mail, voicemail, walkup, fax, or Web interface
- Tier 1 provides (basic technical troubleshooting), , receiving, assigning, escalating, resolving, tracking and reporting of customer technical issues
- Tier 1 will provide initial support to assess the severity of the issue by reviewing the problem and creating a trouble-ticket
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Help Desk Specialist Job Description
Job Description Example
Our innovative and growing company is hiring for a help desk specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk specialist
- Advanced skills in a particular software application or specialty such as electronic mail, or the ability to access and manipulate Microsoft Office documents
- Should have a solid background and understanding of Information Technology and Data Centers, preferably DISA or DECC
- Complete Routine Service Desk tasks prior to the end of each shift or as directed
- Review all open NIPR, SIPR and CR Tickets at the beginning and end of every shift and taking action to prevent breaking service windows
- Review each ticket and taking action as necessary to meet established priorities
- Ticket has been reviewed and no action is required at this time
- Ticket has been reviewed and will be worked during my shift
- Complete SITREP review with someone from out-going shift at shift change
- Annotate in DEPS SITREP Review completed ar shift change
- Complete SITREP update on every shift
Qualifications for help desk specialist
- Verify the most current versions of anti-virus and SCCM agent software are installed and if not the case, take corrective action
- Three (3) years Help Desk experience with a Bachelor’s Degree in a Business, Technical or Math related field
- Five (5) years with an Associate’s Degree and/or seven (7) years experience may be substituted for the Bachelor’s Degree
- H.S / GED and 4+ years’ experience in an IT or call center environment and 2 years’ experience in a customer service position
- Associate’s degree or 2 years of college in IT related field
- High school diploma along with 2 years of customer service experience