Help Desk Technician Job Description Template
The Help Desk Technician will serve as the initial point of contact for all incoming technical support requests. The Technician will be responsible for troubleshooting basic technical issues and providing Tier 1 support for software, hardware, and networking problems. In addition, the Technician will escalate more complex issues to Tier 2 or 3 support staff as needed. The ideal candidate for this position will have excellent customer service skills and a strong working knowledge of common computer applications and operating systems.
Help Desk Technician Job Responsibilities
- Provide technical support to computer users.
- Answer user questions about computer hardware and software.
- Assist users in troubleshooting computer problems.
- Help desk technicians may also be responsible for setting up new user accounts, maintaining printers, and performing other basic computer maintenance tasks.
Objectives
- Provide technical assistance and support for computer systems, hardware, or software.
- Answer questions or resolve computer problems for clients in person, via telephone or from a remote location.
- Write training manuals and train computer users on new systems and software.
- Monitor computer systems to ensure optimal performance and provide maintenance when needed.
- Perform troubleshooting techniques to diagnose and resolve system issues in a timely manner.
- Assist with the installation of new hardware or software products as needed.
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Help Desk Technician Job Skills & Qualifications Needed
- The skills and qualifications needed for the role of Help Desk Technician include excellent customer service skills, strong communication and interpersonal skills, strong technical skills, and experience with troubleshooting computer hardware and software.