Help Desk Specialist Job Description Template

Use this Help Desk Specialist job description template to advertise the open roles for free using You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.

Help Desk Specialist Job Description Template


Job Brief

We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.


  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilise excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services


  • Proven working experience in providing Help Desk support
  • Proficiency in English
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Information Technology, Computer Science or equivalent

What does Help Desk Specialist do?

A Help Desk Specialist is responsible for providing technical support and assistance to users within an organization. On a day-to-day basis, their tasks and responsibilities may include:

  1. Receiving and logging incoming support requests via phone, email, or ticketing system.
  2. Providing first-level troubleshooting and technical assistance to end users.
  3. Resolving hardware and software issues, such as network connectivity problems, software installations, and application errors.
  4. Escalating complex or unresolved issues to appropriate support teams or senior technicians.
  5. Assisting with user account management, password resets, and access permissions.
  6. Installing, configuring, and maintaining computer hardware and software, including updates and patches.
  7. Conducting system diagnostics and troubleshooting for network connectivity issues.
  8. Providing guidance and training to users on proper use of technology tools and systems.
  9. Documenting and maintaining accurate records of support requests and troubleshooting steps taken.
  10. Collaborating with other IT support teams to identify and address recurring problems or trends.

It's important to note that the specific tasks and responsibilities may vary depending on the organization and its technology environment.

Help Desk Specialist Job Description Examples

Help Desk Specialist• Carvechi

The Help Desk Specialist’ role is based in Austin Texas and is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Incident resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on...

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Helpdesk Specialist Jobs• IntePros Federal

Active Top Secret Clearance is required

Onsite in NE D.C., no travel required...

Hours of Operation: 8:00AM-6:00PM EST with rotating on-call support from 6PM-7AM EST Monday-Sunday as well as on Holidays

The Help Desk Specialist shall provide services to support our customer with IT service desk support to ensure OIT delivers products and services of the highest quality to the end users. Acti...

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Service Desk Specialist• Mastech Digital

• Installs new personal computer systems• Reviews, monitors, and upgrades personal computer systems• Installs software...• Maintains software• Trains users on software usage• Troubleshoots and administers printers, copiers, fax machines, and other IT equipment• Troubleshoots and administers telephone sets• Assists and/or orients new hires with the initial usage of information systems har...

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It Help Desk Specialist• Envista

At Orascoptic, our brand sits at the intersection of consumer eyewear and medical technology. Our expertise is in stunning innovation and precision custom manufacturing of surgical loupes, coaxial headlights, and associated products. Our mission is to enable healthcare providers around the world to see more and practice longer. We deliver clinical vision. Our innovative product portfolio, direc...

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