Helpdesk Job Description
Helpdesk
provides basic application support and troubleshooting including but not limited to Microsoft Office Applications, Internet Explorer, Terminal Services clients, various in-house applications, Antivirus, etc.
Helpdesk Duties & Responsibilities
To write an effective helpdesk job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk job description templates that you can modify and use.
Sample responsibilities for this position include:
User management in active directory
Resolving trouble tickets for Linux and Windows users
Deploying Windows and Linux desktops
Repairing and upgrading hardware including desktops, servers, laptops, printers, and scanners
Researching materials for orders through vendors
Providing front-line user support with minimal supervision
Managing and maintaining on-site inventory
Keeping data centers and shared spaces clean and organized
Field phone calls and emails to the Help Desk and process client requests
Log client requests in service desk software and regularly review open requests
Helpdesk Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Helpdesk
List any licenses or certifications required by the position: ITIL, HDI, MCITP, CE, MOS, MOUS, MCP, II, IAT, ACMT
Education for Helpdesk
Typically a job would require a certain level of education.
Employers hiring for the helpdesk job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Computer Science, Education, Associates, Information Technology, Computer Technology, Business, Computer, Computer Engineering, Communication
Skills for Helpdesk
Desired skills for helpdesk include:
Internet Explorer
PC Hardware
MS Windows
Desktop productivity products
MS Office & COTS applications
Active Directory
Excel
Microsoft Office
Networking
Information systems products and services to assist users
Desired experience for helpdesk includes:
Collect issue details and troubleshoot issues using remote control software and the IT knowledge bases
Triage incidents and assign to appropriate IT personnel
Initiate escalation procedures for requests that breach SLA
Maintain current IT policies and procedures documentation
Maintain a high quality and current IT knowledge base
Maintain Help Desk Manual
Helpdesk Examples
1
Helpdesk Job Description
Job Description Example
Our company is growing rapidly and is hiring for a helpdesk. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for helpdesk
- Perform post-resolution follow-ups with clients
- Regularly review ongoing problems and follow up with problem owners regarding status and resolution
- Planning, organizing, and managing staff in support of assigned business unit's products and services, overall help desk operation processes, while ensuring adherence to corporate and departmental policies, standards, and procedures
- Assist the leadership team with developing, maintaining, supporting, and optimizing key functional areas in regards to help desk support for assigned area
- Manage the 24x7 help desk operations center and oversee the continuous monitoring and service provided to both internal and external clients, ensuring through documentation and issues are brought to resolution
- Act as an escalation point for direct reports, tier 1, tier 2, and tier 3 technical operations support staff, placing the highest priority on ensuring the activities of assigned staff meet the timelines and quality needs of the assigned business unit
- Monitor, review, and quality check problem management ticket system to confirm problems are adequately resolved by staff teams
- Continuously review the effectiveness of current procedures/best practices and strive to identify improvement to processes, presenting recommendations (of automation or implementation) to business unit management
- Ensure department programs and processes are defined in accordance with department documented standards
- Open and close AD accounts
Qualifications for helpdesk
- Create DISA DEE e-mail accounts
- Process and maintain all user agreement documents
- Troubleshoot and assist end-user
- Maintain current Trouble Calls Ledger for historical files/trend analyses
- Assist with the upkeep of servers and networks
- Maintain Windows based desktop and laptop computers to provide optimal performance
2
Helpdesk Job Description
Job Description Example
Our innovative and growing company is hiring for a helpdesk. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk
- Set up, configure and troubleshoot Microsoft Office 2013 mailboxes and Outlook Calendars
- Receive and deploy/redeploy desktops
- Technical support in Windows 7 and IOS(ipad,ipod,iphone)enviorment
- Minimal shipping of hardware(power cords, charging docks)
- To take calls from customers and log issues in the CRM database
- To provide telephone support and query resolution for external customers
- Maintain regular updates on existing, open calls and accurately record actions taken in resolving them
- To assist in the support of internal customers
- To be available to work a range of working hours as dictated by the support rota
- Provide resolution to level one incidents
Qualifications for helpdesk
- Knowledgeable on the technology with which they work
- Educational background in IT preferred
- Working knowledge of Remedy ticket system
- 1-3 years of experience as an IT Analyst, or related experience
- Extensive PC knowledge, including hardware configuration, function/configuration, software installation, file edit/modification, system backup, and login script
- Knowledge with new service requests, companywide print management, and new hardware/software testing and deployment
3
Helpdesk Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of helpdesk. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for helpdesk
- Windows XP, Win 7, MS Office applications
- LAN/WAN troubleshooting experience
- Experience with enterprise ticketing system required
- Must be very customer service oriented and have a high degree of professionalism
- The ideal candidate will be required to resolve 70% of all technical issue
- MUST HAVE ENTERPRISE HELP DESK EXPERIENCE
- Provide Help Desk Tier 1 support to China Lake and Pt
- Update customer profiles in HEAT for China Lake and Pt
- Adhere to procedures for logging, reporting and monitoring helpdesk requests
- Ensure problem resolution via the maintenance of appropriate action plan
Qualifications for helpdesk
- At least 6 months experience in Helpdesk Support
- Provide initial support in responding to general application inquiries, specific questions concerning Systems
- Log all calls and offer triage services on first contact
- Report incidents and manage problems through resolution
- Provide warm hand off transfer capability on unresolved incidents
- Escalate incidents as needed to ensure prompt resolution
4
Helpdesk Job Description
Job Description Example
Our company is looking to fill the role of helpdesk. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for helpdesk
- Interact with employees and customers at the technical level, as required
- Perform maintenance and troubleshooting on printers, copiers and IP phones
- Act as liaison to external support entities
- Configure, wipe, update and/or optimize Windows desktop systems
- Provide assistance to team manager for various projects or tasks
- Ensure compliance with all HIPPA and PCI regulations
- Provide wireless network support for field-based users, including connectivity issues and VPN issues
- Develop procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed
- Responsible for installation/configuration, operation, and maintenance of all software for Windows and Apple Systems
- Support general network connectivity issues via remote access tool
Qualifications for helpdesk
- An awareness of mobile devices ( apple/android) would be beneficial
- Prior experience working with physicians or in a health care environment (preferred)
- The Helpdesk Tech must be self-motivated, positive in approach, professional and help create, develop and implement project process improvement(s)
- The Helpdesk Tech must promote the Company culture and mission to all employees, vendors, clients and business partners
- The Helpdesk Tech must be able to act as the Company liaison for interface with customer representative(s)
- The Helpdesk Tech must possess proven problem solving skills, critical thinking skills and the ability to effectively read, write and give oral presentation(s)
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Helpdesk Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of helpdesk. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for helpdesk
- Will have a basic, general understanding of our services
- Will work to handle any user problems before finding it necessary to escalate the issue to a higher level
- Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
- Will follow all company/client procedures HR policies
- Provides support for all Information Technology products and services all TriNet applications
- Determines the most effective manner to resolve customer's technical issue
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Provide initial setup and configuration of company purchased PC and laptop systems
- Candidate will provide technical support & problem solving to end users on issues of computer operations, including installations, setup, error messages and application use
- Respond to client information requests promptly and courteously
Qualifications for helpdesk
- At least 3 years' experience with application software and Microsoft OS's
- Completion of LOMA courses 1 and 2 required w/in the first two years
- Must possess good organizational, written, verbal and people skills along with the ability to document procedures
- Must be up-to-date on current PC technology
- Candidate must have proven experience with Windows 7, MS Office 2010 and MS Office 2013
- Experience with MS O365 and Outlook