HelpDesk Technician

HelpDesk Technician Job Description Template

Our company is looking for a HelpDesk Technician to join our team.


  • Provide accurate information on IT products or services;
  • First point of contact for customers seeking technical assistance over the phone or email;
  • Determine the best solution based on the issue and details provided by customers;
  • Walk the customer through the problem-solving process;
  • Pass on any feedback or suggestions by customers to the appropriate internal team;
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions;
  • Identify and suggest possible improvements on procedures;
  • Designing/Proposing/Installing company upgrades and infrastructure;
  • First tier technical support for desktops, mobile devices, Microsoft Office applications and “in-house” WMS applications;
  • Using and improving client documentation;
  • Basic network and phone infrastructure support;
  • Updating ticket notes and tracking support time by customer;
  • On-site support at customer locations located in the Austin metro area;
  • Responding to and resolving issues after-hours as part of an on-call rotation;
  • Telephone and email-based triage and remote resolution of support tickets.


  • Knowledge of Camera and Access control systems, including Genetec;
  • One or more of the following certifications: Microsoft MCSE/MCITP, Cisco CCNA/CCNP;
  • Experience in First Responder, Public Safety, Military, or Law Enforcement environments;
  • Good understanding of computer systems, mobile devices, and other tech products;
  • Proven help desk or other customer support experience;
  • Tech savvy with working knowledge of office automation products, databases and remote control;
  • 3 Years experience within the MSP industry providing IT support;
  • Experience with RMM tools and PSA;
  • Microsoft Certifications preferably Office 365 and/or Server 2012;
  • Great people and customer service skills;
  • A computer techie with a great personality and the desire to work hard;
  • Reliable personal transportation with a valid driver’s license and liability insurance;
  • Demonstrated ability to explain complex technological concepts and ideas to those without a background in information technology;
  • Ability to lift/move equipment as required;
  • Practical experience troubleshooting desktop and mobile operating systems and software.