Help Desk IT Support

Help Desk IT Support Job Description Template

Our company is looking for a Help Desk IT Support to join our team.


  • 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.


  • 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.