A help desk technician works in the IT department of a company and is responsible for addressing and resolving any IT inquiries, problems, and requests. The job description of a help desk technician involves a background in computer science and the ability to troubleshoot a range of IT-related issues.
A help desk technician addresses the concerns, problems, and requests raised by either company employees or customers, and uses his or her technical expertise to resolve these issues or teach individuals how to resolve them on their own.
Essential Duties and Responsibilities of a Help Desk Technician
- Takes calls from employees and customers with regard to IT related questions and issues.
- Analyzes problem based on information provided by caller.
- Evaluates the best method for efficiently resolving technical difficulties.
- Provides remote assistance over the phone by walking caller through the necessary steps to resolve the problem.
- Conducts on-site visits to fix technical issues and problems as needed.
- Installs and hooks up new computers and other technical equipment.
- Assists callers in retrieving passwords, unlocking network accounts, and handling other security issues.
- Assists customers by explaining the process of installing or setting up equipment.
- Brainstorms ways to improve service and equipment to reduce chances of future problems.
- Writes up and files reports of all help desk tickets.
- Submits reports to help desk supervisor or IT manager.
- Follows up with customer or client to ensure that IT issues have been sufficiently resolved.
- Distributes customer satisfaction surveys to rate service.
- Attends and contributes to IT department meetings geared toward improving customer service and support.
Required Knowledge, Skills and Abilities
- Demonstrates specific knowledge of a variety of operating systems and servers.
- Exhibits understanding of web development and multimedia platforms.
- Can translate theoretical knowledge of IT systems to practical applications.
- Demonstrates excellent customer service and interpersonal skills.
- Communicates clearly and effectively.
- Exhibits ability to interpret comprehensive technical guides and manuals.
- Can translate technical language into clear layman’s terms for explanatory purposes.
- Demonstrates strong analytical and problem-solving skills.
- Works well with a team of other IT professionals.
- Is able to maintain a patient and calm demeanor when working with frustrated customers and clients.
- Works quickly but efficiently to solve problems.
- Is capable of properly handling sensitive and confidential information such as network passwords.
Education and Experience
- Bachelor’s Degree in Computer Science or related field required.
- Previous experience in IT sector preferred.
- Time will be spent in an office setting remotely addressing caller issues and requests.
- Some travel to make on-site visits is also required.
- The standard 40-hour workweek applies.
- Typical hours are 9-5, though night shifts may be necessary for companies who offer 24/7 help desk assistance.
- The average salary for a help desk technician is between $40,000 and $45,000 per year.
- Experienced and established technicians can make up to $60,000 per year.