Help Desk Technician
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.
•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.