Service Desk Technician Job Description
Service desk technician
provides desktop support with trouble-shooting computer and printer issues related to hardware, software and connectivity in a Windows 7/8/10, Mac OS, Active Directory, MS Office , and Office 365.
Service Desk Technician Duties & Responsibilities
To write an effective service desk technician job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Perform Active Directory actions, such as password resets and data entry
Provide technical assistance and support for all IT products and services for incoming queries and issues related to computer systems
Able to recommend and setup office equipment such as desks, tables, printers, TV monitors
Installation of internal infrastructure including routers, switches, firewalls, servers
Act as a point of contact for any problems that user may encounter with SH
Asks appropriate probing questions to gather relevant information to aid in resolution of request
Able to troubleshoot and image PCs, printers, and cellphones
Communicates technical information to both technical and nontechnical personnel
Makes recommendations to better assist associates and improve the overall efficiency of daily operating procedures
Must be willing to travel up to 10% of work week and participate in rotational “on-call”
Service Desk Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Desk Technician
List any licenses or certifications required by the position: ITIL, MCP, CE, NW, MCDST, II, IAT, MOUS, MCSE, MCSA
Education for Service Desk Technician
Typically a job would require a certain level of education.
Employers hiring for the service desk technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Education, Computer Science, Technical, Associates, Information Technology, Business, Computer, Technology, Engineering, Business/Administration
Skills for Service Desk Technician
Desired skills for service desk technician include:
Active Directory
Windows 7
Technical troubleshooting techniques
Mac / Apple platforms
IT support Best Practices
Networks
MAC / Apple application support
8 and 10 operating systems
Configuration
Basic computer hardware
Desired experience for service desk technician includes:
Remain available for incoming phone calls during your shift, addressing any issues which are phoned in and documenting them in the ServiceNow ticketing system
Install and configure computer software and applications as needed and according to corporate guidelines
Interact with all personnel in a friendly and professional manner, with the primary goal being customer satisfaction
Intermediate level troubleshooting skills, including ability to resolve user issues with computer connectivity, VPN, wireless and network technologies, standard software, virus/malware detection and removal, computer performance issues, printing issues, Experience doing both phone and remote support
Ability to discover customer problem sources from inaccurate descriptions
Experience with IBM-compatible personal computers
Service Desk Technician Examples
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Service Desk Technician Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of service 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 service desk technician
- Respond to questions from callers and walk-ins
- Accept general responsibility for corporate computer systems and ensure that they are functionally ready for use
- Tell us about your professional background?
- What is your long term career goal?
- What are your strengths/weaknesses?
- What do you do when you don't agree with management, how do you handle it?
- If you have a conflict with a teammate how would you handle it?
- Do you work better in a team setting or individual environment?
- Ensures that all resolution steps at his/her level is attempted to ensure first call resolution
- Identifies and assists in implementation of opportunities for new or more efficient application of the organization's software capabilities
Qualifications for service desk technician
- Utilize the application, technicians triage, troubleshoot, diagnose and resolve IT related support issues and dispatch and monitor incident and service tickets as necessary
- Progressive basic network connectivity and multi-tier application troubleshooting
- Accurately and consistently document all work customer service expertise strongly emphasized
- Working knowledge of standard operating systems and software applications
- Available to work shifts from 7 am to 7 pm and rotate after hours on call
- Knowledge of Service-now and multiple Service Desk Systems Microsoft Certified Professional or higher certifications A+ or Net+ Certification
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Service Desk Technician Job Description
Job Description Example
Our innovative and growing company is looking for a service 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 service desk technician
- PC and client device configuration, troubleshooting, repair and deployment
- Researches, resolves, and documents software and hardware issues and resolutions to Knowledge Base
- Assists and provides consulting users with issues related with PCs, Laptops, Tablets and Thin Client applications and use of various software systems including local and remote connectivity
- Flexible to perform other duties as assigned
- Escalate and track issues when immediate resolution
- Solve issues for moderately complex problems in all technical areas extremely complex problems in at least one technical area
- Contribute to work flow or process change/redesign to the team where improvements are identified through troubleshooting
- Escalate issues to other IT resolver teams, perform shift turnover duties and data center inspections, and work with AS400 print jobs
- Provide level I end-user technical support for computer systems by supplying company associates with accurate solutions and support to ensure user productivity
- Record all contacts, troubleshooting steps, and resolutions into the MIS Service Desk Management tool
Qualifications for service desk technician
- Other vendor specific technical certifications Knowledge of technology based business solutions Knowledge of IT process and control methodologies
- Can substitute a Bachelor’s degree in an IT field for one-year experience, or industry valued certifications may be considered in lieu of experience or degree
- CA Products (Service Desk, Asset Management, Client Automation, Espectrum)
- At least 1-2 years supporting end-users in a Microsoft environment required
- Bachelors degree in an IT related field or combination of education and technical training required
- Knowledge of troubleshooting, computer hardware, and networking fundamentals also required
3
Service Desk Technician Job Description
Job Description Example
Our company is looking to fill the role of service desk technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk technician
- Provide end-user support where required
- Collect and/or confirm customer and service request information, perform problem screening, and provide resolution
- The goal for this group is to resolve 75 percent of the user requests and incidents before escalating the issue to a higher tiered level
- Handle first level calls from corporate, field based, and remote office employees/contractors/consultants
- Create and dispatch work orders within the Service Management tool
- Communicate with customers via phone, email, chat, etc to troubleshoot, discuss service expectations, relay relevant company policy, gather information
- Escalate issues to other IT groups as necessary
- Setup, manage, and disable network accounts in the Account Management System
- Setup/configure/disable accounts and deliver/install/recover IT equipment according to corporate policy
- Update and revise working knowledge of Company/Department/team procedures and policies
Qualifications for service desk technician
- Flexibility will be required to adapt quickly to change within the Firm and within the accounting industry
- Must be able to work extended hours during tax season or when required to complete projects
- Willingness to travel to remote offices as needed
- Language – French / English
- Utilize the Service Desk application
- Experience with scripting (VBS, PowerShell )
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Service Desk Technician Job Description
Job Description Example
Our innovative and growing company is hiring for a service desk technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk technician
- Receive and record incoming incident calls, chat requests, and web requests into the incident management system
- Answer, troubleshoot, research, and resolve incidents and service requests in accordance with SLAs, department goals, and individual performance targets
- Perform password resets after verifying customer credentials
- Promote data security awareness and report security breaches to management
- Assign incidents timely to appropriate systems status information to allow customers to manage their technical interaction with the systems
- Acquire and maintain current knowledge of relevant information technology procedures, systems, and applications
- Make suggestions for the continuous improvement of departmental procedures
- Create tickets (incident and/or work orders) for Non-secured Internet Protocol Routing (NIPR) and Secret Internet Protocol Routing (SIPR) issues received via telephone, web portal, and/or e-mail and document tickets in detail through the Automated Information System (AIS) (Remedy)
- Respond to all Service Desk customer calls and tickets for IT support with the objective of resolving 75% or more of all calls/tickets on first contact
- Ensure detailed resolution is documented in the resolution field of the AIS
Qualifications for service desk technician
- Experience working in a public accounting, or other professional services, firm a plus
- Must be self-motivated and dedicated to continual personal and professional improvement
- Have a comprehensive knowledge and understanding of Computing and are able to provide ‘first level fix’ support advice and guidance to customers and members
- Have Service Desk experience and using a call logging system
- Must possess a working knowledge of PC hardware, components, and operating systems
- Demonstrate technical proficiency and understanding of base operating systems and applications (Office, Acrobat Pro, Lync or Skype for Business, Adobe Creative Suite)
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Service Desk Technician Job Description
Job Description Example
Our company is searching for experienced candidates for the position of service desk technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service desk technician
- Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA
- Providing remote support and fixes
- Maintaining and administering to ensure systems are running and escalating any resulting issues
- Tracks service desk performance, trending and assists in reporting continuous improvements
- Provide technical support to remote locations
- Support the Mac OS X and Windows operating systems and the core operating environment, which includes, but is not limited to Microsoft Office Suite, Cisco Unified Communications applications, and encryption software
- Provide excellent customer service and support
- Provide general technical guidance to the local and remote users in support of all of the IT services by the service desk
- Write technical articles and solutions for a commercial knowledgebase
- Assist in equipment evaluations and procurement recommendations
Qualifications for service desk technician
- 1-2 years of related work experience, AA degree, or technical training preferred or equivalent combination of education and experience
- 1 year solid technical experience required - Can substitute a Bachelor’s degree in an IT field for one year experience, or industry valued certifications may be considered in lieu of experience or degree
- Experience configuring and implementing computer equipment in a multi-user environment
- Accurately and consistently document all work
- Knowledge of Service-now and multiple Service Desk Systems
- Microsoft Certified Professional or higher certifications