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Help Desk Specialist job description
This Help Desk Specialist job description template is optimized for posting on online job boards or careers pages and is easy to customize for your company.
Available in
Help desk specialist responsibilities include:.
- Providing first level contact and convey resolutions to customer issues
- Properly escalating unresolved queries to the next level of support
- Tracking, routing and redirecting problems to correct resources
We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Responsibilities
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilise excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
Requirements and skills
- Proven working experience in providing Help Desk support
- Proficiency in English
- Working knowledge of help desk software, databases and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Information Technology, Computer Science or equivalent
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IT Help Desk Technician job description template
This it help desk technician job description template includes the list of most important it help desk technician's duties and responsibilities . it is customizable and ready to post to job boards. use it to save time, attract qualified candidates and hire best employees..
IT Help Desk Technician job profile
IT Help Desk Technician is an IT professional who provides technical assistance on computer systems and serves as the first contact for customers who need technical assistance over the phone or email.
In order to attract IT Help Desk Technician that best matches your needs, it is very important to write a clear and precise IT Help Desk Technician job description.
IT Help Desk Technician job description
Are you an experienced IT Help Desk Technician able to take the hassle out of any technical problem?
Patient and friendly even with difficult customers? Able to share your advanced technical knowledge in the simple and understandable way?
Then you are the perfect team member we are looking for!
IT Help Desk Technician responsibilities
- Serve as the first contact with customers who need technical assistance via the phone or email
- Perform troubleshooting using different diagnostic techniques
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Provide quick resolution and excellent customer service
- Redirect unresolved issues to the next level of support personnel
- Provide needed information on IT products or services
- Keep record of problems and their resolution
- Follow-up with customers
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Suggest improvements on procedures
IT Help Desk Technician requirements
- Previous working experience as an IT Help Desk Technician for (x) year(s)
- BA in IT, Computer Science or similar relevant field
- In-depth knowledge of computer systems and mobile devices
- Hands on experience with diagnosing and resolving basic technical issues
- Excellent communication and interpersonal skills
- Customer-oriented and patient
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IT Help Desk Support Job Description and Requirements
IT help desk support staff help in resolving any IT related issues in an organization.
What Does an IT Help Desk Support Do?
IT help desk support staff helps end users, employees, and companies, efficiently use IT hardware and software and address issues or challenges that may arise from using them.
They work with hardware and software companies to provide technical assistance to external users of their products as well as within a wide variety of industries where technology is used.
Their job description primarily entails providing users with all hardware and software technical support.
It also involves identifying, researching, and resolving computer problems.
The IT help desk support staff installs, configures, and tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.
They are responsible for assessing the need for system upgrades and implementing performance upgrades to Mac and PC boxes, including the installation of CPUs I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, etc.
They also work collaboratively with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment; and liaise with third-party support and PC equipment vendors where necessary.
Their work description also involves configuring new computers; providing support for printers and scanning devices, and restoring back up files.
It also entails ensuring cyber security through monitoring mobile device management systems; managing security policies and password settings; monitoring anti-virus applications and iOS updates, resetting passwords and modifying Office 365 email accounts, as well as tagging users and loading apps.
IT help desk support specialists render support to instructors and facilitators, providing them with teaching equipment; ensure to set up AV equipment for instructors before webinars, and maintain AV equipment in training conference rooms.
They are responsible for scheduling webinars, creating invites and polls.
They offer onsite technical support for program deliverables on special client projects; performing onsite analysis, diagnosis, and resolution of complex desktop problems for end users; and recommending and implementing corrective solutions as needed such as offsite repair for remote users.
They also help transfer and compresses video files when necessary.
Their role also includes accurately documenting instances of desktop equipment or component failure, repairing, installing, and removing, as well as documenting and updating all assigned trouble tickets.
To work in an IT help desk support position requires technical skills and advance computer skills.
Individuals for this role must also possess analytical skills and active listening skills to decipher user issues that will help in troubleshooting, as well as the ability to multi-task and prioritize duties.
They also require strong customer service and communication skills to be successfully on the job.
IT Help Desk Support Job Description Example/Sample/Template
The IT help desk support staff performs various functions, including providing technical assistance and support related to computer systems, hardware, or software to clients, end users, and the organization they work.
They are required to responds to queries, run diagnostic programs, isolates problem, and determine and implement solution.
The role of the help desk support staff in an IT environment might vary slightly depending on the sector they work in.
Shown below are major tasks, duties, and responsibilities that typically make up the job descriptions of IT help desk support personnel in most companies:
- Troubleshoots client login issues to determine and resolve reported problems
- Troubleshoots telephone and VOIP issues to resolve them
- Contacts customer support and maintains eFax system where applicable
- Tracks warranties and inventory
- Responds to telephone calls, e- mail, and personal requests for technical support related to computer systems, software and hardware
- Documents, tracks, and examine problems to ensure timely solutions
- Interacts with network services
- Troubleshooting and diagnosing system errors and other issues problems related to computer systems, software, and hardware
- Ensures to submit Monthly Status Reports (MSRs)
- Writes how-to-guides, editing, and revising it with updated information when necessary
- Provides technical assistance for questions and problems
- Follows through with customers to ensure full resolution of issues
- Administers cloud services, including Google Apps, Okta, Office365, etc.
- Responsible for maintaining a fluid and well-organized inventory and storage system for all IT hardware
- Assists in training computer users
- Maintains daily optimal performance of computer systems
- Asks relevant questions to determine nature of problem
- Installs, modifies, and repairs computer hardware and software; and installs peripherals for users
- Addresses technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to resolve network connectivity issues
- Gets feedback from customers concerning their experience using the company’s computer or other products.
IT Help Desk Support Requirements – skills, Knowledge, and Abilities for Career Success
When hiring for the IT help desk support position, recruiters generally give a list of requirements that applicants for the position must meet to show that they can perform the obligations, objectives, and purpose of the position at the organization.
If you are seeking the IT help desk support role at a company, here are major requirements you may be asked to fulfill to be considered for the position:
- Education: At least an Associate Degree in related discipline and 3 yrs experience is required, or High School Diploma and 5 years experience with relevant certification, including CompTIA Security+. However, few organizations accept only requisite technical skill plus a combination of certification and experience; i.e. CompTIA A+, Network+, MCSA Windows 10 certifications (preferred) and 1-5 years of proven experience as a help desk technician or other customer support role related to the work
- Clearances: TS/SCI with Counter Intelligence (CI) Poly may be required
- Abilities: They require the ability to follow complex and unique processes and adapt to change rapidly
- Analytical skills: This refers to the analytical thought needed to resolve issues in a variety of complex situations, and it is critical that they possess it. They require the ability to diagnose and resolve basic technical issues
- Organizational skills: This skill is essential for them to manage several issues and follow-ups simultaneously. It is a key factor that they possess the ability to manage multiple issues in fast-paced and deadline driven environment
- Communication skills: IT help desk support specialists require both strong verbal and written communication to perform their job descriptions successfully. It is essential for documentation and communicating with clients, vendors, and significant others
- Knowledge: They are required to possess a working knowledge of office automation products, databases and remote control, and a good understanding of computer systems, mobile devices and other tech products. It is also requires that they possess a working knowledge of WAN and LAN to address network connectivity issues
- They must also possess adept knowledge of the following: Trouble Ticketing Systems, Monitoring Tools, Network Protocols, LAN/WAN knowledge, TCP/IP, Internet/Browsers, Spreadsheets – Excel, Access, MS Exchange, Word, Outlook, and Project.
If you are an employer needing to recruit for an IT help desk support position in your organization, you can apply the job description sample provided in this post to make a detailed description of the position, which can help you attract the best candidates for the job.
This article is also useful to individuals looking to get into the IT help desk support career to increase their knowledge of what the role entails and what skills, abilities, experience, etc. to have to be successful in the career.
Did you find this post helpful in learning about the duties and responsibilities that make up the IT help desk support position? Please, leave a comment in the box below. You can also share your job description if you work as a help desk support staff for IT related issues .
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Help Desk Technician Job Description
What is a help desk technician.
As a Help Desk Technician, you will provide Tier 1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control. You are the ideal candidate if you have an Associate's degree in information technology and at minimum of 2 years of experience working in a help desk environment. Proficiency with MAC and IOS computers is a must as is the ability to work a variety of shifts and work overtime on a regular basis. You need to be a highly detail oriented and analytical individual to accurately capture customer interactions and close out submitted trouble tickets in a timely manner.
Average Salary
Interview questions, jobs available, help desk technician job description template, job overview.
XYZ Inc. is a leading company in our industry in the region. We're proud of our 4.2 Glassdoor rating from our employees. We're now hiring a Help Desk Technician to help us keep growing. If you're excited to be part of a winning team, XYZ Inc. is a perfect place to get ahead. You'll be glad you applied to XYZ Inc.
Responsibilities for Help Desk Technician
- Manage Help Desk tickets in a timely manner
- Respond to customer issues via phone, email and computer chat
- Provide customer assistance
- Document customer interactions
- Run diagnostics to resolve customer reported issues
- Escalate issues to the next Tier with next level of difficulty
- Install, make changes and repair computer hardware and software
- Follow-up with customers to ensure issues are resolved
Qualifications for Help Desk Technician
- Microsoft Certified Systems Engineer designation, preferred
- 2+ years of experience working in a help desk environment
- Flexibility to work a variety of shifts with minimal notice
- Available to work regular overtime
- Proficiency with a MAC and IOS computers
- Excellent oral communication skills
- Detail oriented in order to keep detailed notes on tickets
- Highly organized to keep Help desk tickets order
- Ability to diagnose and resolve basic computer technical issues
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Help Desk Specialist Job Description
Help desk specialists provide technical support to clients experiencing computer hardware and software issues. They respond to queries, isolate problems, troubleshoot issues, and implement solutions.
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Help Desk Specialist Job Description Template
We are looking for a skilled help desk specialist to provide fast and effective support to our clients. As a help desk specialist, you will be required to respond to queries in person and over the phone, assess and diagnose computer hardware and software problems, and implement effective solutions. You may also be required to provide basic computer training, modify hardware systems, install computer peripherals, and perform basic computer maintenance.
To ensure success as a help desk specialist, you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills. Ultimately, a skilled help desk specialist provides fast and effective support over the phone and in person.
Help Desk Specialist Responsibilities:
- Responding to client support queries.
- Providing support in person, over the phone, or via remote access.
- Diagnosing issues with computer software, peripherals, and hardware.
- Running software diagnostic tools and physically inspecting hardware systems.
- Talking to clients through basic problem-solving processes.
- Providing basic computer training.
- Installing and upgrading hardware and software systems.
- Writing training manuals.
- Following up with clients.
- Completing support tickets.
Help Desk Specialist Requirements:
- Bachelor’s degree in computer science, information technology, or a similar field.
- 3+ years working as a help desk specialist.
- Advanced knowledge of computer hardware systems, including circuit boards, memory modules, and processors.
- Knowledge of computer software systems, including databases, office applications, and operating systems.
- Excellent analytical and diagnostic skills.
- Advanced knowledge of help desk software and remote-access systems.
- High-level communication skills.
- Ability to troubleshoot complex hardware and software issues.
- Patience and understanding.
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Help desk technician job description, technical support job description, help desk specialist interview questions, help desk technician interview questions, technical support interview questions.
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IT Service Desk Job Description
It service desk duties & responsibilities.
To write an effective IT service desk job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service desk job description templates that you can modify and use.
Sample responsibilities for this position include:
IT Service Desk Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT Service Desk
List any licenses or certifications required by the position: ITIL, MCP, HDI, MCSE, CCNA, IAT, MCSA, SCA, CE, MTA
Education for IT Service Desk
Typically a job would require a certain level of education.
Employers hiring for the IT service desk 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, Information Technology, Business, Information Systems, Service Management, Computer, Engineering
Skills for IT Service Desk
Desired skills for IT service desk include:
Desired experience for IT service desk includes:
IT Service Desk Examples
- Microsoft Word (.docx) .DOCX
- PDF Document (.pdf) .PDF
- Image File (.png) .PNG
- Upgrade, repair and replace computers and printers as needed
- Resolves user permission issues on multiple systems including, but not limited to, iSeries, JDA, Windows, VPN and industry standard applications
- Utilizes self-service technical support tools for clients and end users, such as FAQ's, live chat, knowledge base, manuals
- Ownership and management of customer incidents to resolution within agreed SLA’s
- Answer business user and external client requests that require technology related intervention
- Implement effective problem solving issues and manage appropriate escalation
- Create help manuals for existing and new programs and End-user Training
- Identify and recommend solutions and customizations to meet client requirements
- Front line for business IT Service Desk calls
- Voice of customer during outages
- Regularly (2/3 or more) sit for prolonged periods
- Strong time management skills and ability to balance multiple projects simultaneously
- A +, Network +, or MCP certification, ITIL Foundations V2, V3 certification
- Support expertise in Windows 7 64-bit, Office 2013 and Office 2010
- Able (and willingness) to lift a minimum of 15kg’s
- Level 1 incident managers for IT Service Desk Tickets
- Responsible for implementation of Incident Management process and works in conjunction with IT Operations and Engineering and associated Problem Management functions
- Support IT service activities to include, but not limited to, installing, modifying, and repairing computer hardware and software
- Manage and support controls in integrated conference rooms provide user education and documentation
- Problemsequests range from simple to complex
- Monitor Service Desk performance and make recommendations, as necessary, for the continuous improvement of the Service Desk operation
- Mentor, guide and lead a diverse team of employees and contractors
- Manage team schedules ensuring adequate shift coverage
- Monitor, track and respond to customer satisfaction survey responses
- Monitor, track and publish timely Service Desk metrics and ensure the team is meeting or surpassing all service level agreements
- Provide coordination on problem solving and support issues with other work groups, maintaining good inter-departmental relationships
- Experience installing or assembling computers is preferred
- Imaging computers, installing application software, installing office productivity suite software
- Supporting a wide variety of hardware devices - workstations, laptops, tablets, phones
- Providing basic “how to” assistance for productivity suite software (Microsoft Word, Excel)
- Working with tape backups, organizing tapes for offsite storage
- Assist with hardware and software incidents regarding performance, poor response and system configuration
- Maintain broad understanding of the IT organization
- Respond to audit requests ensuring compliance
- Identify, document and implement process or automation enhancements
- Embody the Spirit and conduct oneself with professionalism, integrity, resourcefulness, and caring
- Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool
- 2 years’ experience in an IT service support environment essential
- Broad technical understanding of IT systems, applications and services, ideally gained in several different roles with different employers
- Able to work in a fast paced environment that is intent on delivering solutions to its customers in a timely manner
- Must have an absolute commitment to service quality and customer focus
- Contribute to team innovation through ideas for process improvement and efficiency
- Basic technical skills and prior troubleshooting hardware and software support experience
- Providing desk side support for local users and remote assistance for global users
- Providing recovery assistance for lost or corrupt files
- Password resets, account activations and deactivations
- Documenting system configurations, developing work aids
- Minimum 10 years’ experience in Configuration and Patch Management
- Gain an understanding, and deliver IT Support Services in line with customer requirements by understanding the Service Management application and its use in conjunction with Customer Service expectations
- Logging of customer calls accurately, undertake initial diagnostics & first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate
- Act as initial point of contact for existing IT issues and escalations in addition to the overall monitoring of call progression through the service management toolset
- Delivery of work task rotas, shift rota administration and reporting
- Ensure efficient escalation of higher priority calls
- Deliver effective and targeted communication of issues and updates as appropriate to customers
- Complying with all relevant security policies, quality policies, FCA regulations, Pensions regulations and department development standards
- Liaise with 3rd party vendors for procurement and support issues
- Provide frequent communications between the end-users and the IT Technology systems staff members
- Technical Support - responsible for effectively, efficiently and promptly resolving issues related to PC systems, software and company applications for internal users, including remote staff, to ensure customer satisfaction
- Minimum 10 years’ experience deploying Navy medicine (or equivalent) Clinical Applications via SMS/SCCM, group policy, to include AHLTA, AHLTA Client Files, and Essentris
- Complete understanding of the configuration Control Process within Navy Medicine (or equivalent) Domain
- Demonstrated detailed knowledge of Information Assurance concepts and requirements
- System design integration planning for multiple large-scale installations, to include hardware and software evaluation, System Test and Evaluation, planning execution and management
- Must be proficient in Microsoft SMS/SCCM
- Bachelor’s Degree (if 10 years’ experience in Configuration and Patch Management not met)
- Identity and access management for user accounts, systems and applications in Chengdu
- 1st level network support, office LAN’s, troubleshooting the WAN infrastructure (it will be required to work closely with distributed teams and vendors or service providers in different time zones)
- 1st line support for Cisco network & VoIP systems, including Call Centre
- Monitoring and maintenance for server-room infrastructure, including MDF and other storage/servers equipment installed in the server-room
- With little supervision, respond to customer communication regarding software/hardware issues received via phone/e-mail and/or ticketing system
- Possesses extensive knowledge of company processes, procedures and product information
- Providing excellent customer service to our employees
- Ticket management support for our employees within required SLAs
- RSA SecurID software token administration
- WebEx /Verizon conference call administration
- Education – BA or BS in technical discipline
- Demonstrated knowledge of IT business processes and procedures.Expertise in administrative ad enterprise application support
- Enjoy meeting people and building relationships with the employees you support
- You have a sense of urgency but maintain a calm demeanor under pressure
- Understand the process of configuring laptops and desktops software distribution
- Diploma or above in Information Technology
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Help Desk Manager
United States
United Kingdom
Netherlands
Help Desk Manager manages the staff and operations of a technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager implements and utilizes help desk systems and tools to identify, document, track and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager develops and optimizes processes to achieve service level requirements and performance goals. May act as the escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree or equivalent. Typically reports to a head of a unit/department. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes.
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- Help Desk Job Description Sample Template
Looking for Jobs? Find Help Desk Jobs Now!
This free Help Desk job description sample template can help you attract an innovative and experienced Help Desk to your company. We make the hiring process one step easier by giving you a template to simply post to our site. Make sure to add requirements, benefits, and perks specific to the role and your company.
Help Desk Job Summary
We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
Help Desk Duties and Responsibilities
- Monitor and respond quickly and effectively to requests received through the IT helpdesk
- Respond to customer queries by phone and email
- Create step-by-step training material with screenshots for clients
- Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
- Document internal procedures
- Maintain daily performance of computer systems
- Ask educated questions and listen to customers to determine root cause of issues
- Work through the problem-solving process with customers, empowering them to do the same in the future
- Run diagnostic problems to resolve problems
- Clean up computers
- Train incoming staff
- Report significant and recurring issues to the tier-2 support team
- Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
- Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
Help Desk Requirements and Qualifications
- BSc/BA in IT, Computer Science, or related field
- Proven experience as a Help Desk Technician or other customer service role
- Ability to diagnose and resolve basic computer/technical issues
- Excellent communication skills
- Keen attention to detail, memory of patterns, and interest in problem-solving
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This template is provided for informational purposes only. The ultimate responsibility for selecting an accurate and non-misleading job title and description, and ensuring that a job posting does not otherwise violate any applicable laws or ZipRecruiter’s Terms of Use, rests solely with the employer. ZipRecruiter makes no representation as to whether the template above accurately describes the employer’s job posting. Please review our Terms of Use and Job Posting Rules for further information.
Help Desk Job Description Template
This help desk job description sample can assist in creating a job application that will attract candidates who are qualified for the job. Feel free to revise this job description to meet your specific duties and requirements. And if you’d like some additional ideas about what to include, browse our help desk job listings .
[Intro Paragraph] Start your help desk job description with an introduction to your company or service. You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you. Take this chance to make your position stand out from other competing job listings, by painting a picture that makes it easy for potential candidates to imagine working for you.
Help Desk Job Responsibilities:
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
- Improves client references by writing and maintaining documentation.
- Participates in development of client training programs by identifying learning issues and recommending instructional language.
- Accommodates client disabilities by recommending devices and techniques.
- Avoids legal challenges by monitoring compliance with service agreements.
- Improves system performance by identifying problems and recommending changes.
- Updates job knowledge by participating in educational opportunities and maintaining personal networks.
- Accomplishes information systems and organization mission by completing related results as needed.
[Work Hours & Benefits] Make sure to include information about your working hours and benefits in this location. The most effective job descriptions create interest and encourage candidates to keep reading by describing the expected working conditions or requirements such as flexible schedules, weekend work, and overtime opportunities. Also, be sure to highlight any special benefits that you offer such as work from home options, extra PTO, or fitness/gym reimbursements.
Help Desk Qualifications / Skills:
- Problem solving
- LAN knowledge
- Verbal communication
- Operating systems
- Phone skills
- Customer service
- Quality focus
- PC proficiency
- System administration
- UNIX system administration
Education, Experience, and Licensing Requirements:
- High school diploma, GED, or equivalent
- Prior information technology or systems administration experience preferred
- Familiarity with telephone, office, and point-of-sale software a plus
[Call to Action] Job ads that conclude with a compelling call to action tend to get the most responses. Let prospective help desk staff know exactly how you’d like them to apply, whether by emailing a resume, applying in person, or clicking on the “apply” button at the top of the job listing.
Put Together the Perfect Help Desk Job Description?
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IT Help Desk
What is IT Help Desk, Job Description, Certifications and Salary?
IT help desks are essential for most businesses. An IT help desk assists all users in troubleshooting a number of IT problems and issues. An IT helpdesk engineer can also earn a good salary and IT help desk jobs are always in demand.
What is an IT Help Desk?
An IT help desk is essentially a tool to help organize customer queries and complaints. It uses ticketing services that assign customers to the right person to help. This means customer requests are handled more quickly and efficiently. Nowadays, IT help desk support engineers rely on advanced software in order to speed up the ticketing process.
How Much Can they Earn as an IT Help Desk Engineer?
An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. Depending on the company, IT help desk engineers can also work per hour. The job also typically includes other benefits. The salary may depend on experience and qualifications. At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job.
IT Help Desk Job Description
IT help desk jobs typically involved troubleshooting general IT problems. They allow businesses to track and identify issues and resolve underlying problems. This helps businesses to improve productivity and efficiency. IT help desk software is also used in order to streamline the ticketing process. This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer.
Roles and Responsibilities of IT Help Desk
IT technical support staff diagnose and solve software and hardware problems for computer users. Some of the roles and responsibilities of an IT help desk include providing stakeholders of a business with the data they need to make support decisions around asset allocation, budgeting, scheduling, and all processes.
An IT help desk’s main function is to enable business processes by providing integrated support. The support provided can be adapted to the needs of each individual business. A help desk solution is the main point of contact for service requests and user issues.
Core IT help desk software features include IT ticket management and risk detection. It also simplifies and automates service requires which helps to boost productivity and reduce support workload. This allows IT help desk engineers to provide a more efficient service.
IT Help Desk Certifications
FieldEngineer can provide your business with a certified IT help desk engineer. Often technicians gain qualifications and experience on the job. IT help desk certifications mainly include college courses or apprenticeships. For IT help desk jobs, you could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship.
IT helps desks also require technicians to have a number of skills. You’ll need to the ability to work well with others. Excellent verbal communication skills are also important, as well as analytical thinking skills. You’ll need to be an expert in certain software packages and have strong IT skills. A high standard of customer service is also an important part of the role.
IT Help Desk Job Salary
An IT help desk job salary can depend on the company and where you work. Rewarding IT careers often begin on the help desk and the support field is booming at the moment. Many businesses are continuing to expand their operations and need to invest in technology in order to support this growth. The IT help desk job market is expected to continue to be on the rise in the coming years.
An IT help desk provides essential IT support to businesses. Support technicians rely on advanced software in order to offer more efficient customer service.
What Certifications do you Need for IT Help Desk Jobs?
IT certifications in support can vary between college courses and apprenticeships. Support engineers often learn on the job and cater services to specific businesses, software, and hardware.
How Much is the Average IT help Desk job Salary?
The average IT help desk job salary is between $55,000-$65,000 but this can vary depending on the company and level of experience.
IT help desks are essential for all businesses. They provide you with the necessary support you need with all your assets and processes. They also offer excellent customer service and advice to all users in different types of companies. If you’d like more information about IT help desks for your business, get in touch today.
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Help Desk Job Description
The help desk job description applies to the generic help desk and service desk job function and can easily be revised to suit your specific needs.
The help desk support role will vary depending on the organization and overall systems environment but these are the duties and activities common to most help desk positions.
Also detailed are the key skills and abilities required for successful job performance in the help desk position.
HELP DESK JOB DESCRIPTION
General Purpose
Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Duties and Responsibilities
- respond to requests for technical assistance in person, via phone, chat or email
- diagnose and resolve technical hardware and software issues
- research questions using available information resources
- advise user on appropriate action
- follow standard help desk procedures
- log all help desk interactions
- administer help desk software
- follow up with customers and users to ensure complete resolution of issues
- redirect problems to correct resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests and document resolutions
- resolve technical problems with Local Area Networks and Wide Area networks
- prepare activity reports
- inform management of recurring problems
- stay current with system information, changes and updates
- help update training manuals for new and revised software and hardware
- train computer users as necessary
- clean up computers
Education, Qualifications and Experience
- Bachelors degree preferred
- working knowledge of fundamental operations of relevant software, hardware and other equipment
- experience researching, analyzing and interpreting automated system problems
- knowledge of relevant call tracking applications
- knowledge and experience of customer service practices
- related experience and training in troubleshooting and providing help desk support
Key Skills and Competencies
- oral and written communication skills
- learning skills
- customer service orientation
- problem analysis
- problem-solving
- adaptability
- team interaction
- planning and organizing
- attention to detail
- stress tolerance
Help Desk Resumes
Need help developing your resume? Adapt this sample help desk resume to write a job-winning resume.
Send a persuasive cover letter with your resume.
Help Desk Job Interviews
Be prepared for your help desk job interview with these typical help desk interview questions with answer guidelines.
Be ready for common customer service interview questions in your help desk interview.
Help Desk Job Description Pages
CUSTOMER SERVICE JOBS
Call Center Job Description
Customer Service Job Description
Help Desk Job Description Template
How to write a job description
This job description is a useful resource for both job seekers and employers to clarify the generic tasks and requirements of the help desk function and role. Adapt it for your own use.
Latest Update - Help Desk Salary
Indeed.com reports that the average salary for Help Desk Specialist job postings on their USA site is $57,000 per year as of January 2023. Salaries for job postings for Help Desk Support jobs average $55,100 per year.
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Service Desk Analyst
Job ID: 2302563 Location: REMOTE WORK, AL, United States Date Posted: Mar 1, 2023 Category: Information Technology Subcategory: Technical Support Schedule: Full-time Shift: Day Job Travel: No Minimum Clearance Required: Interim Secret Clearance Level Must Be Able to Obtain: Secret Potential for Remote Work: Remote Benefits: Click here
Job Description
Description
SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program.
This is a REMOTE opportunity that can be performed anywhere in the US.
The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365. Selected candidates will have the following duties/responsibilities:
- Provide prompt, courteous, and high-quality end user support services to the approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).
- Responsible for troubleshooting of tickets to quickly resolve Tier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE.
- Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.
- Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.
- Interact with Network Operations Security Center (NOSC), software systems engineering, and/or applications development teams to restore service and/or identify and correct core problem.
- Tickets that require technical support or root cause determination that exceeds Tier 1/2 support capabilities are escalated to higher level support teams for expedient resolution.
- Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.
- Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.
Qualifications
EDUCATION AND EXPERIENCE:
- AA Degree in related discipline and one year related experience (or, High School and two years of related experience with relevant certification)
- Experienced providing support and troubleshooting Tier 1/2 issues to completion
- Must be willing to travel when necessary
- Must have a valid drivers license
Certification(s): Current DoD 8570 IA Baseline Certification, IAT Level II (Examples: Security+ CE, CCNA Security, CSA+, GIC SP, GSEC, SSCP)
Clearance: Must possess an Interim Secret to start with the ability to obtain a Secret.
SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions. We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion , which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .
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An IT Help Desk Technician is a professional who provides technical support and assistance to customers, whether on the phone or in person. Their primary intention is to ensure a client's satisfaction and ability to properly operate any machinery or technology they may be having trouble with. Post this job for free
Job brief We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm's front liner and you will solve basic technical problems and provide support for all assigned areas.
IT Help Desk Technician responsibilities Serve as the first contact with customers who need technical assistance via the phone or email Perform troubleshooting using different diagnostic techniques Troubleshoot, diagnose, and resolve technical hardware and/or software issues Provide quick resolution and excellent customer service
Help Desk Technician Requirements: An Associate's degree in computer science or related field. A strong working knowledge of computer systems, hardware, and software. Good problem-solving, analytical, and team-working skills. Excellent communication and interpersonal skills. An openness to learning new technologies. Related Articles:
Responsibilities for IT / help desk 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
Additionally, Help Desk Support Specialist II escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree or equivalent.
The IT help desk support technician is responsible for providing IT support services to businesses and/or their customers either from an on-site location or the office. His/her job description entails resolving daily support requests and helping in completing larger IT projects.
The IT help desk support staff performs various functions, including providing technical assistance and support related to computer systems, hardware, or software to clients, end users, and the organization they work. They are required to responds to queries, run diagnostic programs, isolates problem, and determine and implement solution.
IT Help Desk Jobs jobs Sort by: relevance - date 32,407 jobs IT Support Technician Martin Energy Group Services LLC Tipton, MO 65081 Estimated $48.3K - $61.1K a year Full-time Easily apply As an IT Support Technician, you will support and maintain in-house computer systems, desktops, and peripherals. Evaluate and recommend products for purchase.
Quick Apply: Location: Placentia, CA: Job Code: 272716: Posted: Mar 03, 2023: Description: Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking an IT Help Desk Support for our client in the Healthcare/IT Services domain. We value our professionals, providing comprehensive benefits and ...
Responsibilities for Help Desk Technician Manage Help Desk tickets in a timely manner Respond to customer issues via phone, email and computer chat Provide customer assistance Document customer interactions Run diagnostics to resolve customer reported issues Escalate issues to the next Tier with next level of difficulty
Help Desk Specialist Responsibilities: Responding to client support queries. Providing support in person, over the phone, or via remote access. Diagnosing issues with computer software, peripherals, and hardware. Running software diagnostic tools and physically inspecting hardware systems. Talking to clients through basic problem-solving processes.
Responsibilities for IT service desk Maintain broad understanding of the IT organization Respond to audit requests ensuring compliance Identify, document and implement process or automation enhancements Embody the Spirit and conduct oneself with professionalism, integrity, resourcefulness, and caring
Help Desk Manager manages the staff and operations of a technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates.
Description of Duties and Responsibilities. Tier 2 IT and OT help desk support. Work with IT, plant personnel, and 3rd party on installation of IT/OT equipment. Support Connected Factory in the plants and perform functions related to push to print systems and equipment, visual displays and testing equipment for product quality sampling.
Proven working experience in providing help desk support; Proficiency in English; Working knowledge of help desk software, databases and remote control; Strong client-facing and communication skills; Advanced troubleshooting and multi-tasking skills; Customer service orientation Job Type: Full-time Pay: $20.00 - $50.00 per hour Benefits: 401(k ...
Find Help Desk Jobs Now! This free Help Desk job description sample template can help you attract an innovative and experienced Help Desk to your company. We make the hiring process one step easier by giving you a template to simply post to our site. Make sure to add requirements, benefits, and perks specific to the role and your company.
Job Description: Help Desk Analyst. Location: Harrisburg, PA. Pay Target: $18-20/hour depending on experience. All interested and qualified candidates can please contact Schuyler Moose at smoose ...
Help Desk Job Responsibilities: Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
IT help desk jobs typically involved troubleshooting general IT problems. They allow businesses to track and identify issues and resolve underlying problems. This helps businesses to improve productivity and efficiency. IT help desk software is also used in order to streamline the ticketing process.
To help you understand what this job entails, here are ten help desk job responsibilities you might encounter in an entry-level IT help desk job: Answering phones, emails, and chat queries. Managing and prioritizing help desk tickets. Assisting customers efficiently and effectively. Running diagnostics and troubleshooting simple problems.
The Service Desk Team Lead will play a pivotal role in ensuring that our Service Desk employees are fully focused on maintaining high levels of customer service while adhering to Mott MacDonald's policies and procedures. Responsibilities include (but not limited to) regular monitoring of performance, career development and support of individual ...
HELP DESK JOB DESCRIPTION General Purpose Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Main Job Duties and Responsibilities respond to requests for technical assistance in person, via phone, chat or email
Job Description. Description. SAIC is seeking a Service Desk Analyst to support the US Army Corps of Engineers RITS Program.. This is a REMOTE opportunity that can be performed anywhere in the US. The Service Desk (ESD) Analyst is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints 24/7/365.