Help Desk Technician Job Description

HELP DESK TECHNICIAN SUMMARY OF FUNCTIONS

The Help Desk Technician (aka, Computer Support Specialist) provides assistance to any and all employees using computer hardware and software/supports information technology employees within the organization/assists non-IT users (internal and/or external) who are experiencing hardware and/or software problems.

HELP DESK TECHNICIAN ESSENTIAL DUTIES AND RESPONSIBILITIES

• Test and evaluate computer hardware, software, and/or systems (networks)
• Perform periodic maintenance of the computer network (WAN/LAN, hardware, and software)
• Troubleshoot computer-related problems; develop and implement solutions to those problems in a timely manner
• Understand and be understood by non-IT employees/customers
• Work independently and as part of a team of technicians
• Make decisions quickly and decisively, often with limited information

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Information Security Manager/Technical Support Manager/IT Manager.

PROCEDURES

The Help Desk Technician Job Description is mentioned in the following procedures:

Procedure ID and Name	Policies & Procedures Manual
ITSD108 IT Incident Handling	IT Policies and Procedures Templates

HELP DESK TECHNICIAN QUALIFICATIONS

A bachelor’s degree in computer science/information technology is required. 2+ years of experience in an IT environment (discipline) is also required. Preference will be given to candidates with CompTIA A+ certification.

Excellent communication skills and the ability to work well with IT technicians/specialists and non-IT personnel are essential. Interpersonal skills and listening are crucial. Strong troubleshooting and problem-solving skills are a must.

A year or more of experience in a help desk environment using Remedy is preferred.

HELP DESK TECHNICIAN PHYSICAL DEMANDS

Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.

The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required.

Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).

WORK ENVIRONMENT

The job is performed indoors in a traditional office setting. Extended periods of sitting while using a computer or other devices are common.