Help Desk IT Support Job Description Template
Our company is looking for a Help Desk IT Support to join our team.
Responsibilities:
- Identify, log and resolve technical problems with software applications or network systems;
- Maintain client databases with up to date solutions and clear record of activities;
- Previously known or resolved issues communicated immediately with the contact;
- First line of support for franchisees and corporate employees;
- Support software / hardware rollouts and refresh items;
- New issues investigated and all necessary information collected so a resolution can be determined and used as part of our knowledgebase;
- Ensure that work is carried out within agreed service levels and in accordance with department guidelines;
- Provides advice and guidance to colleagues regarding incidents;
- Support I.T. and business operations with an understanding of business needs, workflow and usage of client systems;
- Explain and document technical issues in a clear way to clients;
- Create, maintain, and distribute reports of progress to senior leadership;
- Manage and maintain ticket queues and meet SLAs for incoming tickets;
- Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility problems;
- Perform subject matter expert duties to other support teams when needed;
- Migrating servers from Windows XP to Windows 7 or higher platform.
Requirements:
- Service awareness of all organization’s key services for which support is being provided;
- Understanding of support tools, techniques, and how technology is used to provide services;
- Advanced understanding of operating systems, business applications, printing systems, and network systems;
- Diagnosis skills of technical issues;
- Typing skills to ensure quick and accurate entry of service request details;
- Experience supporting both Windows and Mac operating systems;
- Active Directory Experience a MUST;
- 2+ years networking experience in a technical support/help desk environment;
- Knowledge navigating 3rd party vendor applications ad websites;
- Experience working with 3rd party vendors in both support and contract areas;
- Experience working in a global company;
- At least 1 year of IT Phone Support on a Help Desk / Service Desk;
- Experience working in an Active Directory environment including SCCM (SMS);
- Clear and accurate written and verbal communication with various levels of customer and internal staff;
- Strong problem solving skills with a solid customer service attitude and focus.