Help Desk Support provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity. Being a Help Desk Support responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Additionally, Help Desk Support may coordinate with other teams or departments to resolve user problems. May require an associate degree or its equivalent. Typically reports to a supervisor or manager. The Help Desk Support gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. To be a Help Desk Support typically requires 1-3 years of related experience.
Help Desk Support Job Description Template
Our company is looking for a Help Desk Support to join our team.
Responsibilities:
- Mobile Device Configuration and Rollout (iPad and iPhones);
- Familiarity with encryption and security tools and triaging within this environment;
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals;
- Log all Service Desk contacts into Incident Management System (ServiceNow);
- Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner;
- Remote desktop support;
- MS OneDrive support;
- Videoconference support such as Skype for Business and Cisco Jabber;
- Create work orders;
- MS Office O365 support;
- Video playback support;
- Troubleshoot software, hardware and connectivity issues remotely;
- Local and Managed Printer Services (MPS) Support;
- Mapping of Network drives;
- Work closely with the team to resolve or properly close aging tickets.
Requirements:
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10;
- CompTIA A+ Certified. Provide copy of certificate or proof of certificate;
- One year of experience within the last three (3) years providing Tier 1 remote desktop support in an organization of at least 400 employees;
- Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory;
- Strong knowledge of Mac OS X operating system;
- CompTIA Network+ Certified. Provide copy of certificate or proof of certificate;
- Incident Management experience;
- One year of desktop or virtual based support experience;
- Basic user & security group;
- Familiarity supporting VPN issues;
- Active Directory administration experience;
- Prior Service Desk or Desktop Support experience required;
- Demonstrated experience in writing procedures and workflows. Provide related samples with submission.