Help Desk Technician Job Description
Help Desk Technician Duties & Responsibilities
To write an effective help desk technician job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Help Desk Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Help Desk Technician
List any licenses or certifications required by the position: MCSE, MCITP, OS, CAC, MCSA, II, IAT, CE, ITIL
Education for Help Desk Technician
Typically a job would require a certain level of education.
Employers hiring for the 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 Technical, Associates, Education, Computer Science, Information Technology, Computer, Information Systems, Communication, Engineering, Military
Skills for Help Desk Technician
Desired skills for help desk technician include:
Desired experience for help desk technician includes:
Help Desk Technician Examples
Help Desk Technician Job Description
- Resolve technical operational problems for approximately 9000 end user devices (EUD's) (for example, desktop computers, printers, scanners, fax machines, copiers, decentralized healthcare systems, etc)
- Responsible for the initial installation, implementation, and management of desktop computers, top-down application software, and commercial off-the-shelf software packages
- Provide support and training to individual customers /users on basic desktop computer operations and application software on a case-by-case basis
- Manage all desktop, laptop, audio visual and other related hardware and software support activities in a corporate office environment
- Provides resolution/escalation/tracking of requests for desktop support via phone, and at the customer's desk
- Troubleshoot, resolve, and fix network connectivity issues related to workstations
- Support the roll-out of new desktop/laptop systems to the user community
- Maintain workstation images and back up schedules using Microsoft System Center Configuration Manager
- Resolve network/telecommunications related issues with remote users
- Provide recommendations to IT Manager based on problems or requests reported to PC Support
- Strong desire and ability to learn and use new technology, both hardware and software
- Minimum 3-5 years’ experience in a corporate IT environment support both Mac and PCs
- Must be extremely flexible with work hours
- Adobe Design products and Design industry experience is a plus
- Plan and manage the installation, configuration, and upgrade of office software applications, both networked and local
- Setup and test A/V (Video Conferencing) equipment for all meetings and functions as requested
Help Desk Technician Job Description
- Providing support within the company's desktop computing environment, including installing, diagnosing, repairing, and maintaining all PC's and Mac computers
- Must be able to communicate clearly and provide courteous customer service
- Will receive trouble requests via walk-ups, calls, or through email and enter requests into a trouble ticket tracking system
- Must possess strong troubleshooting skills for Microsoft Operating systems and software
- Ability to support ARMY desktop and laptop system images
- Provide support and training to end users located in Patton Hall
- Will perform duties as a Trusted Agent for issuing SIPRNET PKI Tokens
- Will provide technical managerial support for the USARCENT Defense Enterprise Provisioning Online (DEPO) enterprise email support for users NIPRNET and SIPRNET accounts
- Assist with inventory/assess management
- Responds to queries, runs diagnostic programs, isolate problems, and determine and implement solutions
- Typing skills a plus
- Current MCSE or MCITP certifications required • Windows XP, Windows 7, and Windows 2008 Server and experience working in a complex Windows Enterprise
- AA or other 2 year technical degree in related discipline and 3+ years' experience
- Must have a current, active Top Secret clearance adjudicated within the last two years
- While performing the duties of this job, the employee is frequently required to handle
- Have demonstrated experience and capability with interfacing with the Air Force Customer at very high levels interfaced with multiple DoD Agencies
Help Desk Technician Job Description
- Perform computer maintenance, hardware and software installation, upgrades, system support, equipment salvage, and inventory tracking
- Problem and resolution documentation and tracking
- Research and troubleshoot the more complex desktop problems
- Hardware service and support
- Support of multiple software applications
- Help ensure team quality and performance measures are met
- Coordinate with other help desk staff to ensure that in-office support is available during the store hours of operation
- Must possess strong troubleshooting skills for Microsoft Windows Operating systems and software
- Ability to support ARMY desktop and laptop system images and processes
- Responds to customer requests made through telephone, email, or self-service portal that range from routine to complex, while elevating unresolvable issues that fall outside of the Service Desk area of responsibility, and that call for specialized remediation by higher echelon divisions, to the appropriate departments
- Familiarity with PC hardware and Windows 7 set-up and configuration and
- Ability to work weekends and may be required to travel upon customer requests
- Must meet DoD 8570.01-M Information Assurance Technical (IAT) Level II requirements, including IA Baseline and CE Certifications
- Knowledge of Windows 7 required – Windows 10 a plus
- Experience with remote access a plus
- Experience using/troubleshooting Microsoft Office Suite (Word/Excel/PowerPoint), Visio, and Internet Explorer
Help Desk Technician Job Description
- Perform routine maintenance on servers, workstations, and printers
- Manage active directory users and computers
- Uses enterprise management tools such as remote access applications, software distribution, and access management to assist users
- Troubleshoots new software and hardware releases approved by higher-level IT Officials and recommends operational improvements as required to maintain system compatibility
- Tests various configurations to determine system compatibility within the common operating environments in order to troubleshoot future incidents
- Troubleshoots user connectivity issues for remote access that may be due to CAC card certificate errors
- Creates, edits, and deletes accounts in the various applications based on user or management-initiated request
- Performs quality review on the ticket escalation queue, verifying the tickets have complete contact information for the user and provides an accurate description of the incident/request along with the attempted resolution of service level one (SL1) support
- Performs physical equipment inventories and deployments on a limited basis both on-site and at some remote locations
- Provide high level, individualized IT support for the Command group (approximately 24 staff members) and other key staff members (approximately 10) as established in the current work ticket system
- Basic Knowledge of Outlook Email Client in an Exchange Server Environment
- Strong communication skills in Spanish and in English
- Technical and customer service experience desired
- Able to navigate through various tools/screens while troubleshooting and talking with customers
- Thoroughly document support calls following established procedures and guidelines
- Experience in a incoming support center is desired
Help Desk Technician Job Description
- Acts as a liaison between customers and internal support staff to assure accurate problem interpretation
- Identifying, implementing, and supporting all technology within this business to support internal end users
- Answering phone calls on the help desk to troubleshoot issues with user accounts, Windows 7, Microsoft Office, network connectivity and VPN connectivity
- Provide remote and in-person IT support as needed
- Provide support to end-users for Microsoft applications, in-house applications, and third-party software packages
- Adhere to internal processes and reliably perform real-time ticket documentation
- Using advanced IT tools and expertise, apply the appropriate solution to address the issue and resolve the majority of IT incidents encountered at first contact, in a timely manner
- Ensure users are provided efficient, effective, and timely support on a 24x7 basis
- This person will perform a wide array of tasks to support end users, customers, and prospects via phone, e-mail, and chat
- Provide technical support for a Managed Services Customer
- Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world
- Background in successful corporate risk management, technical risk management and security management, related to Technology managed and supported systems
- Strong analytical and process management skills and have a broad understanding of business strategy and operations
- 2+ years in a comparable technical role
- Further technical study including but not limited to Information Systems degree course work and job-related certifications, MCSE and A+ certifications are a plus but not required for this position
- Perform limited administration or configuration of key applications