Helpdesk Support Job Description
Helpdesk support
provides 2nd and 3rd line support for applications including but not limited to Microsoft Windows, Office, Project, Visio, Active Directory, Remote Desktop Services.
Helpdesk Support Duties & Responsibilities
To write an effective helpdesk support job description, begin by listing detailed duties, responsibilities and expectations. We have included helpdesk support job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide technical support for Win 7, MS Office, VPN, Active Directory
Be responsible for handling priority tickets for network, server, and VPN related issues, working on more intensive projects
Troubleshoot and resolve IT related issues with desktops and laptops, printers, data cabling, mobile devices, and other technology peripherals, Windows OS (2003 or greater), Linux, Apple Mac OSX, Office 2007, MS Outlook, Adobe Illustrator, and more
Strong experience with MS Word is a PLUS
Handling questions via email and telephone addressing vendor setup, tax forms and banking, and payment related issues, policy, procedure, system access, and tool usage questions
Achieving call center metrics including average handle time, availability schedule adherence and conformance
Serve as the first point of contact for employee/associate support
Provide remote support for office and retail technology
Monitor all problems to resolution
Partner with Reno NV, Charlottesville VA, and Fairfax VA tech teams to help provide seamless support across all locations
Helpdesk Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Helpdesk Support
List any licenses or certifications required by the position: HDI, ITIL, TCP/IP, PKI, CAC, IAT, NET, III, II, AD
Education for Helpdesk Support
Typically a job would require a certain level of education.
Employers hiring for the helpdesk support job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Technical, Associates, Computer Science, Education, Information Technology, Communication, Computer, Technology, Business, Networking
Skills for Helpdesk Support
Desired skills for helpdesk support include:
Excel
Word
Active Directory
DNS
Microsoft Office
Microsoft Windows Desktop Operating Systems
Cabling
VPN
TCP/IP
Virus and Spyware removal techniques
Desired experience for helpdesk support includes:
Overall Desktop Support team satisfaction working with you
Working to SLA's
Assisting the Client Service Managers with quotes, proposals and requests for information)
Ensuring client queries are followed up on in a timely and professional manor
You must be flexible to work On Call times Monday – Sunday
Strong work ethic and ability to work independently with a team
Helpdesk Support Examples
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Helpdesk Support Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of helpdesk support. 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 support
- Maintain regular updates on existing, open calls and accurately record actions taken in resolving them where possible
- Ensure regular communication between the helpdesk and customers on the current status of their calls
- Appropriately distribute calls to the helpdesk, 2nd and 3rd line support and team of field engineers
- Assist the team of hardware engineers where possible, ensuring regular communication between the engineers and the customer takes place
- Maintain a polite and friendly attitude at all times
- Deal with all first line Managed service calls
- Assist in quote requests To assist and support the customer services manager when required
- Assist in the generation of end of daily, monthly statistics and key performance indicators
- Provide technical assistance and support for incoming Support tickets
- Determine the root of problem and assist with a solution in a timely manner
Qualifications for helpdesk support
- Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software
- Windows desktop OS, primarily Windows7/10
- Any previous law firm experience is a PLUS
- Need to be open to working one SAT or SUN every 8 weeks
- Candidates must be able to pass a background check
- This candidate will be a part of their Syndication (full length tv shows travelling to stations over satellite) Support team- they eventually want to phase this out and get off of using satellite and have all syndication through the internet, but it's a long process
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Helpdesk Support Job Description
Job Description Example
Our company is looking for a helpdesk support. 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 support
- Strong experience with MS Word
- Will be monitoring computer systems, satellite receivers and satellite dishes
- There is no call quota, so some days they may have calls that last a few minutes and other calls may last 2 hours- average call time is around 20 to 30 minutes
- Will initiate contact many times with the tv stations, to alert them of an issue, before they even realize there is one
- Email address set up
- Changing email addresses
- Troubleshooting issues with Exchange and Outlook
- Documenting and closing issues within ticketing system
- The position answers calls from external customers related to accessing account information through various types of media including Internet and phone access
- Answer all first level HR system queries, taking ownership for the query and managing expectations of the resolution
Qualifications for helpdesk support
- Knowledge of Windows Server- Server 2003 and upgrading to Server 2008
- Minimum two years of Industry Knowledge
- Minimum two years experience in Personal Computer (PC) hardware/software maintenance and Help Desk support
- Ability to isolate the cause/effect and prioritize problems using monitoring tools and understanding of software applications relating to the recruiting mission
- Ability to quickly develop new job-specific skills
- Willingness to perform shift work and on occasion may be required to work additional hours beyond normal shift and also on weekends
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Helpdesk Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a helpdesk support. 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 support
- Balance business needs against employee expectations to ensure high levels of customer satisfaction
- Prioritise and escalate queries to HR team specialist as appropriate
- Follow standard help desk procedures and log all help desk interactions
- Proactively research employee questions using available information resources and networks within the business
- Support in the process documentation to support
- Interact with systems administrators, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- Escalates more complex problems
- Responsible for security, integrity and reliability of desktop systems
- Reports to Help Desk Supervisor
- Develop recruiting strategies designed to identify qualified candidates through various recruiting tools
Qualifications for helpdesk support
- Scripting experience (Perl, VBS, shell)
- Familiarity with Network Infrastructure- connectivity, file shares
- Help Desk Professional certification is required along with Security+ CE certifications
- Familiarity with ISO processes and documentation standards are preferred
- Must be able to obtain an IT-II security clearance - no exceptions
- At least 6 months of IT experience
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Helpdesk Support Job Description
Job Description Example
Our growing company is looking to fill the role of helpdesk support. 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 support
- Match candidates' strengths with clients' requirements by evaluating, screening, and interviewing candidates
- Negotiate wages, terms and conditions of employment with candidates, and gain a commitment from candidates for current and future job requirements
- Manage contract employees while on assignment
- Work with Account Managers to identify top accounts, target skill sets, key market segments, and assess clients' staffing requirements
- Communicate with peers by sharing recruiting "best practices" and providing accurate, thorough documentation on applicant tracking systems or other documentation tools
- Maintain relationships with industry contacts to provide exemplary customer service, gain industry knowledge, and obtain referrals and sales leads
- Update system software
- Scheduled mandatory maintenance of PC and laptop systems
- Must be able to manage time well and make some decisions
- Duties can change based on company processes
Qualifications for helpdesk support
- Knowledge of Windows Server- Server 2003 and upgrading to
- Ability to learn customer proprietary software system
- Ability to communicate with customers, employees, and business contacts in a calm, courteous and professional manner
- Must be able to hold an active U.S. DOD Secret Security Clearance
- AS degree in business preferred and two (2) years of experience in a business or technical position
- Experience with both Mac and MS Operating systems and hardware is desired
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Helpdesk Support Job Description
Job Description Example
Our company is searching for experienced candidates for the position of helpdesk support. 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 support
- Ability to research solutions, follow trends and changes in the I.T
- Managing users-Manage Users in AD Evn
- Direct support to our leadership, HR and Payroll teams
- Transacting complex personnel actions
- Troubleshooting processing errors
- Auditing data and other administrative duties to support the HRIS function
- Troubleshoot the issue remotely
- Communicate resolution activities required and timeline
- Dispatch ticket to Field Techs if site visit is necessary for resolution
- Update ticket and close
Qualifications for helpdesk support
- Experience supporting executives and/or highly technical customers
- Computer troubleshooting and repair
- Very personal and friendly
- Able to perform under preasure/high stress
- Assist technicians with any issues during installs via phone support
- 1 to 3 years of experience working with Wi-Fi connectivity