Helpdesk Support Job Description Template
Our company is looking for a Helpdesk Support to join our team.
Responsibilities:
- Troubleshoot video conference issues;
- Troubleshoot software, hardware and connectivity issues remotely;
- Assist customers in gaining access to various systems and servers;
- Work closely with the team to resolve or properly close aging tickets;
- Ability to understand & articulate root cause on customer issues;
- The ability to take on small projects from start to finish;
- Communicate call trends and challenges team meetings;
- 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;
- Analyze and resolve incidents with a goal of 90% First Call Resolution;
- Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco telephony;
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals;
- Log all Service Desk contacts into Incident Management System (ServiceNow);
- Familiarity with encryption and security tools and triaging within this environment;
- Knowledge Base and process documentation skills;
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
Requirements:
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10;
- Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory;
- Prior Service Desk or Desktop Support experience required;
- One year of desktop or virtual based support experience;
- Incident Management experience;
- Strong knowledge of Mac OS X operating system;
- Basic user & security group;
- Familiarity supporting VPN issues;
- Active Directory administration experience.