IT Help Desk Technician Job Description

A technical support specialist is a person who provides technical assistance to users of an organization’s computing system.

A help desk technician assists users by troubleshooting problems that a user is experiencing with an organization’s computing system.

This might include using remote diagnostics to identify the source of the problem, then reestablishing the connection or fix the user’s issue.

When a user’s problem cannot be resolved remotely, a help desk technician may schedule an in-person visit to the user’s office or home.

The technician might establish local connectivity, then perform the steps necessary to troubleshoot the user’s problem.

Updated on:     
September 15, 2022

Job Brief:

We're looking for an IT Help Desk Technician who can help us with our computer systems. The ideal candidate will have experience working with computer hardware and software, and will be able to troubleshoot issues when they arise. If you have the skills and experience we're looking for, please apply today!

IT Help Desk Technician Duties:

  • Provide basic user support by phone, email, and/or instant messaging for end users
  • Answer questions regarding organization’s network and computing resources
  • Troubleshoot basic hardware and software installation issues
  • Provide technical assistance to end users and users
  • Troubleshoot software issues
  • Provide technical support for applications and systems
  • Create and implement policies and procedures for troubleshooting
  • Assist with hardware and software requirements
  • Assist with software licensing

IT Help Desk Technician Responsibilities:

  • Handle incoming technical support requests according to service level agreements and standard operating procedures
  • Perform problem and incident management including logging, recording, assigning, prioritizing, and fixing incidents and problems
  • Provide end user support to the customer through escalating and transferring cases
  • Preparing and providing updates, reports, and feedback to management regarding help desk performance, including completing incident and problem reports
  • Assist in testing and maintaining hardware, software, and systems
  • Perform routine preventative maintenance of systems
  • Research and suggest improvements to current systems and procedures

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Requirements And Skills:

  • Bachelor’s degree in computer science, information systems, or related field.
  • 2+ years’ experience providing end-user support
  • Ability to implement policies, procedures, and best practices
  • Excellent communication and customer service skills
  • Ability to troubleshoot issues and identify potential solutions
  • Knowledge of Microsoft products,

At Company Name, we are an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from people of all races, religions, nationalities, genders, , , gender expressions, and ages. We also welcome veterans and individuals with different abilities to join our team.

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