Help Desk Technician

A Help Desk Technician balances several tasks, with primary duties and responsibilities including:

• Document all user interactions, issues, and resolutions in a ticketing system

• Providing solutions and advice on technical issues

• Using feedback from customers to improve problem-solving techniques and customer service

• Responding to tickets, emails, and calls on technical issues in a timely manner

• Maintain a positive and helpful attitude, even when dealing with difficult situations

• Keep users informed about the status of their issues and provide updates as needed

• Troubleshoot and resolve issues related to printers, scanners, and other peripherals

Dispatching Duties and Responsibilities

A Help Desk Technician will be required to communicate with his fellow Technicians in terms of dispatching them to other locations as they finish tasks in the field

• Plan out next stops for technicians in the filed

• Scheduling of on-site work

• Communicating with the client potential expected arrival times

Other Duties and Responsibilities

• Monitoring backups and Security tools for issues

• Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues

• Create and update knowledge base articles to assist users with common issues

• May be required to perform other duties as assigned, such as assisting with IT projects or maintaining the help desk environment

Help Desk Technician Skills and Qualifications

A Help Desk Technician provides professional technical support by communicating clearly and positively with clients. A successful candidate needs both hard and soft skills to perform their duties. Some important skills and qualifications of a Help Desk Technician include:

• Excellent interpersonal and customer service skills

• Problem-solving and critical-thinking skills

• Excellent written and verbal communication skills

• Ability to quickly diagnose and resolve technical issues

• Exceptional teamwork and leadership skills to help other technical support workers

• Ability to learn new technologies and implement them

Help Desk Technician Experience Requirements

• Experience with Ticketing Systems

• Familiarity with common operating systems (Windows, macOS, etc.)

• Experience with User Management in AD / O365

• Basic Knowledge of TCP/IP Networking

• Basic Knowledge of VLAN’s and how they work

• Experience working though issues over the phone and in person

• Relevant certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified Systems Engineer) may be beneficial

Part-time role with potential to become full-time