Help Desk Technician Job Description

help desk technician job description includes a detailed overview of the key requirements, duties, responsibilities, and skills for this role.

Last update : July 14, 2023

Help Desk Technician Job Description

A help desk, also called a service desk, is a support organization or department.

They are usually part of larger organizations.

Their job is to take calls from users, evaluate the problems, and then try to determine how to resolve them.

Due to networking, help desks that used to be in one place now operate all over the world.

Their main responsibility is to answer calls or emails from users.

Typically, they are the first point of contact between users and the technology they use.

A help desk technician is the person who answers phones, emails, or chats from users.

Job Brief:

We’re looking for a Help Desk Technician to provide support to our customers by troubleshooting computer issues and answering technical questions. The ideal candidate will have excellent customer service skills and be able to work independently to resolve problems.

Help Desk Technician Duties:

  • Assist with support and maintenance of computers, equipment, and software
  • Maintain and track inventory of computer equipment
  • Ensure proper utilization of IT resources
  • Design and test technical support procedures
  • Resolve vendor or customer issues
  • Assist with problem determination, diagnosis, and solutions
  • Assist with technology training

Help Desk Technician Responsibilities:

  • Provide support via phone, email, and in-person to customers with computer hardware, software, and network connection issues
  • Work with internal technical personnel to diagnose and resolve support issues, and escalate to senior-level technicians when necessary
  • Perform daily administrative tasks, including updating knowledge base, monitoring ticket queues, and responding to inquiries
  • Analyze customer requests and apply appropriate solutions
  • If required, provide remote support to customers
  • Perform other duties as needed

Requirements And Skills:

  • Proven experience in a help desk role
  • High level of proficiency with Windows OS and Microsoft Office products, including Word, Excel, and Outlook
  • Excellent communication, customer service, and problem-solving skills
  • Knowledge of security compliance practices
  • Excellent time management and organizational skills

[Company Name] is an equal opportunity employer. We are committed to building a diverse and inclusive team. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.

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