IT / Help Desk Job Description
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:
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:
Desired experience for IT / help desk includes:
IT / Help Desk Examples
IT / Help Desk Job Description
- 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
- 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
IT / Help Desk Job Description
- 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
- 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
IT / Help Desk Job Description
- 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
- 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
IT / Help Desk Job Description
- 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
- 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
IT / Help Desk Job Description
- 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
- 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