Our Helpdesk Technician job description includes the responsibilities, duties, skills, education, qualifications, and experience.
About the Helpdesk Technician role
A Helpdesk Technician is responsible for providing technical assistance to customers or employees within an organization. They diagnose, troubleshoot, and resolve technical issues, as well as provide advice on the appropriate action to take for specific problems. They may also perform maintenance, installation, and configuration of hardware and software.
Role Purpose
The purpose of a Helpdesk Technician is to provide technical support to customers and to troubleshoot problems with computer systems, software, and hardware. This includes resolving technical issues, responding to customer inquiries, and providing technical advice. Helpdesk Technicians also provide technical training and support, maintain system documentation, and may also help design, develop, and implement new systems and software. They must be able to troubleshoot complex problems and be knowledgeable about the latest technology in order to provide the best solutions.
Helpdesk Technician Summary
The Helpdesk Technician provides technical assistance and support related to computer systems, hardware, or software. Responsibilities include responding to requests for technical assistance in person, via phone, or electronically; diagnosing and troubleshooting technical issues; researching questions using available information resources; advising users on appropriate action; following standard help desk procedures; logging all help desk interactions; and redirecting problems to appropriate resource. The Helpdesk Technician must have strong customer service skills and be able to work with people from all backgrounds.
Helpdesk Technician Duties
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Install, modify, and repair computer hardware and software
- Diagnose and troubleshoot technical issues
- Provide basic remote desktop support
- Resolve network issues and provide basic network troubleshooting
- Research and identify solutions to software and hardware issues
- Follow up with customers to ensure issues have been resolved
- Document technical knowledge in the form of notes and manuals
Helpdesk Technician Skills
- Excellent problem-solving skills
- Strong customer service skills
- Knowledge of hardware and software
- Ability to troubleshoot computer systems
Helpdesk Technician Requirements
- Knowledge of computer hardware and software
- Ability to troubleshoot technical issues
- Excellent customer service skills
- Ability to work independently
Personal Traits
- Good customer service skills
- Knowledge of computer hardware and software
- Good problem-solving skills
- Ability to communicate technical information effectively
- Ability to work independently and as part of a team