IT Help Desk

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.