Helpdesk Specialist Job Description
Helpdesk specialist
provides first level phone and email technical Help Desk support and troubleshoot user issues related to the Windows 10 operating system and Microsoft Office products in an MS Active Directory environment.
Helpdesk Specialist Duties & Responsibilities
To write an effective helpdesk specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Answer and resolve calls from our merchants
Under supervision monitor, support, troubleshoot and resolve operating issues, including failures and service level degradation
Maintain ticketing system daily performance of computer systems
Inventory and prepare new and/or old equipment
Create Technical documentation for staff
Research questions using available resources (Internet, HelpSTAR knowledgebase)
Administer Windows domain user accounts (Unlock accounts, reset passwords)
Day shift Mon-Fri with some on-call nights or weekends (flexible scheduling where necessary
Handle or escalate any training related issues and queries, quickly, accurately and professionally, in line with the 24 hour response time
Support Partners and Employees in looking for the training schedule, certification info, online training offering, invitation letter for VISA
Helpdesk Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Helpdesk Specialist
List any licenses or certifications required by the position: ITIL, II, IAT, MCP, CE, HDI, TCP/IP, SSCP, CND, GSEC
Education for Helpdesk Specialist
Typically a job would require a certain level of education.
Employers hiring for the helpdesk specialist 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, Associates, Business, Education, Information Technology, Information Sciences, Performance, Fashion, Computer
Skills for Helpdesk Specialist
Desired skills for helpdesk specialist include:
Server hardware and network configurations
Active Directory
Microsoft Office
Customer service principles and practices
Windows 10
Creating
Remedy ticket system
Updating and closing tickets
DNS
Excel
Desired experience for helpdesk specialist includes:
5 years general operations experience in a variety of areas demonstrating a track record and ability to progress
Demonstrated ability to conduct investigative research work and to make educated decisions to mitigate risks to the bank and to the client
Limited system knowledge of DDA , Platform , and other Wholesale systems in order to perform required duties
Basic understanding of SunTrust Operational policies and procedures
Support fraud representatives in a multi-client environment
Must be willing/able to work flexible work schedules including
Helpdesk Specialist Examples
1
Helpdesk Specialist Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of helpdesk specialist. 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 helpdesk specialist
- Install and troubleshoot Microsoft Office 2010 on PC's and laptops
- Utilize Active Directory to reset passwords and allow user permissions within their accounts
- Possesses excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies
- Demonstrates knowledge of TCP/IP, LAN/WAN, cable modem and routers to successfully evaluate and resolve escalated help desk tickets in a timely manner and follows-up with customer to ensure resolution
- Performs advanced-level network diagnostics to identify and resolve network configuration issues from the modem to the Internet backbone
- Provides feedback to training to assist in enhancing CAE IP curriculum
- Collaborates with other business partners and internal departments to resolve complex customer issues
- Stays informed of all current methods, technology, policies and procedures
- Identifies customer call trends and recommends process improvement opportunities
- Displays excellent verbal and written communications skills, including interest and ability in working with all levels and types of customers
Qualifications for helpdesk specialist
- Proven understanding of end to end HR processes, HR policies and procedures
- Able to coach team members to improve performance and develop skills
- Must be able to attend training starting on September 8, 2015
- Strong written and verbal communication skills for dealing with clients
- Must be able to attend a full-time training class for 4 weeks, Monday through Friday where perfect attendance is required
- Bilingual – English / French is preferred
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Helpdesk Specialist Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of helpdesk specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk specialist
- Resolves all customer service billing escalations while balancing the customer experience with fiscal responsibility
- Provides creative solutions and informal coaching to Customer Experience Agents regarding Repair concerns
- Formulates recommendations and tactics to improve operations and simplify CAE role
- Assists with identifying and documenting center knowledge gaps
- Must be able to work in a fast-paced, high-pressure environment, with proven ability to maintain composure
- Remains up-to-date on products and services to ensure customer satisfaction and to maximize sales opportunities
- Supports and mentors CAEs with application of personal advanced knowledge of Billing disciplines
- Assists with the creation and distribution of job aides to drive the internal customer experience
- Assists leadership with customer-impacting projects
- Provides prompt assistance and resolution to CAEs via iChat support and/or in person via floor support
Qualifications for helpdesk specialist
- Maintain the confidentiality of company information Specialist performance
- Comprehensive knowledge of the principles
- IAT Level-II or higher certification required (Sec+ CE
- Government Secret or higher clearance required
- Ability to follow through and document issues resolutions
- Candidates must have clear and effective verbal & written communication skills (95-100% Language proficiency both verbal and written)
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Helpdesk Specialist Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of helpdesk specialist. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk specialist
- Providing support for 7 clients ITaaS (IT as a Service)
- Software installation and issue resolution for end-users
- Support the Dallas office and remote field offices
- Setup office and cubicle workstation with monitor, keyboard, mouse
- Function in a standalone fashion at the local office part of the global team answering questions and responding in a timely fashion
- Assist in user support, both for hardware and applications, and provide assistance to the team for IT projects
- Work with Corporate IT/S to contribute to and adjust the overall plan for IT infrastructure for offices and, once approved, implement projects
- Provide general assistance to the rest of the IT & Systems organization, including being the ‘remote hands’ for all Data Center Infrastructure work with our Network team
- Managed IT Services (including Managed Antivirus, Managed Online Backup Managed Server and Desktop Health and Patch Management)
- Manage and track any assigned tickets from helpdesk
Qualifications for helpdesk specialist
- Expert at written and verbal communication
- Patient and empathetic in high stress environments
- Proven ability to diffuse high intensity scenarios
- Consistent professionalism and attendance
- Ability to use sound judgement with little supervision
- Expert skill set with billing systems/navigation
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Helpdesk Specialist Job Description
Job Description Example
Our innovative and growing company is looking for a helpdesk specialist. 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 specialist
- Peripherals and Components
- New PC Custom Building and software installation
- Spyware, Malware and Adware Removal, Virus Removal and Antivirus Support
- Remote Access and Administration
- Data Backup Systems
- Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines for which training will be provided
- Create, track and monitor Customer Relationship Management (CRM) records for all incoming support requests
- Troubleshoot and configure Microsoft Exchange for Mobile Devices (Blackberries and iPhones)
- Re-image PC's and laptops utilizing Ghost within Windows Servers
- Provide remote, phone support and deskside support of up to 50 calls daily
Qualifications for helpdesk specialist
- Expert skill with ITG usage
- Expert skill with troubleshooting
- Must possess a final Secret security clearance
- Must have an Information Assurance Technical (IAT) Level II Certification
- Associates Degree in related discipline and one year related experience
- Learning Experience – 3 years minimum LAS Administration
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Helpdesk Specialist Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of helpdesk specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for helpdesk specialist
- Assist in asset management on Base
- Serve as a technical specialist on all automated systems utilized throughout the state
- Detects and removes computer viruses
- Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software
- Conduct site surveys in order to verify adequacy of software installation practices and operating environments are compliant with desktop and network security standards
- Automates repetitive tasks such as ghosting software images, sanitizing disks, and warranty usage tracking
- Install and configure workstations, network operating systems, and security parameters and applications software on a wide range of configurable information systems
- Troubleshoot and correct operating system faults, and software problems to include resolving conflicts between applications, hardware and/or device conflicts
- In addition to working user help requests, our application support techs provide individualized and group training to end users, perform a variety of quality assurance and account management activities related help requests and maintenance of judge profiles
- Provide primary technical support for software and hardware
Qualifications for helpdesk specialist
- Cornerstone experience preferred but not required
- Currently enrolled in a college/university as a Sophmore or Junior, pursuing an IT related degree
- Hands-on experience in a multi-faceted technical role
- Ability to prioritize, work in a “hands on” fashion, meet deadlines, approach work with rigor in administration and management, and work well under pressure
- Ability to work both independently and as a valued member of a team
- Very good French (min