IT Help Desk Technician Job Description Template

Job Brief

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures

Requirements

Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
BSc/BA in IT, Computer Science or relevant field

What does IT Help Desk Technician do?

A IT Help Desk Technician is responsible for providing technical support and assistance to users experiencing various IT-related issues. On a day-to-day basis, their tasks may include:

Responding to user inquiries: Receiving and responding to customer support requests, such as phone calls, emails, or tickets, in a timely and professional manner.
Troubleshooting technical issues: Analyzing and diagnosing software and hardware problems, and providing step-by-step instructions to resolve them.
Remote support: Assisting users over phone or through remote access tools to resolve issues with software installations, system configurations, network connections, and other technical difficulties.
Escalating and tracking issues: Assessing and categorizing support requests based on their severity and complexity, and escalating them to appropriate IT teams if needed. Keeping track of open tickets and ensuring timely follow-up and resolution.
User account management: Creating and managing user accounts, granting and revoking access permissions, and resetting passwords.
Software and system updates: Assisting users in updating software applications, operating systems, and drivers with the latest patches and updates.
Documentation: Maintaining accurate and up-to-date records of support requests, troubleshooting steps, and resolutions in a knowledge base or ticketing system.
Training and guidance: Providing basic training to end-users on how to use software applications, operating systems, or other technologies effectively and efficiently.
Hardware support: Assisting with the installation, configuration, and maintenance of computer hardware equipment, such as printers, scanners, and peripherals.
Collaborating with IT teams: Communicating and collaborating with other IT teams, such as network administrators, system administrators, or developers, to resolve complex technical issues or escalate requests.

Overall, the role of an IT Help Desk Technician is critical in ensuring that end-users have a positive experience with their IT systems and receive prompt support for any technical issues they encounter.

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