IT Help Desk Job Description Template
Our company is looking for a IT Help Desk to join our team.
Responsibilities:
- If end user’s problem cannot be resolved remotely the Phone Support Analyst must dispatch Tier 2 Support Analysts for on-site assistance;
- Follow internal asset and inventory management processes for all IT hardware and software;
- Maintain detailed logs of problems and resolutions to update knowledge base;
- Identify and research routine technical problems that are of medium complexity and follow through to solutions;
- Basic working knowledge of Active Directory, printers, Android and iOS mobile devices, Slack, Box and Zoom video conferencing systems;
- Processes and procedures constantly evaluated and adjusted to best meet the customer’s needs;
- Provide 24×7 on-call support within the team’s rotation;
- Walk the customer through the problem-solving process;
- Serve as the first point of contact for customers seeking technical assistance over the phone or email;
- Identify and suggest possible improvements on procedures;
- Phone calls would consist of password resets, O365, Windows 10, MS office suite, RSA Pin resets and RSA provisioning, and SharePoint;
- Provide detailed information on IT products or services;
- Complete remote troubleshooting through diagnostic techniques and pertinent questions;
- Log, diagnose, and resolve computer-related calls;
- Direct unsolved issues to the next level of support personnel.
Requirements:
- Ability and passion to learn new technology;
- Valid US driver s license and ability to pass background screen;
- Associate s Degree or comparable work/education experience; Bachelor s Degree preferred;
- 1-3 Years proven in a Help Desk, Desktop or Analyst support role;
- Certifications are a plus, but not necessary;
- Previous experience in Windows environments;
- Experience in providing customer service to an end user client;
- Excellent English written and oral communication skills;
- Strong preference for prior experience with an IT managed services provider;
- Some experience as a help desk technician or other customer support role a plus;
- Tech savvy with working knowledge of office automation products, databases and remote control;
- Proficiency in English;
- Ability to diagnose and solve basic technical issues;
- Customer-oriented and cool-tempered;
- Good understanding of computer systems, mobile devices, and other tech products.