A Helpdesk Technician is a professional who provides technical support and assistance to end-users in resolving their computer hardware, software, and network-related issues. They play a crucial role in ensuring that users have a smooth and efficient experience with their technology devices. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Helpdesk Technicians.

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Main Responsibilities of a Helpdesk Technician

The following list describes the typical responsibilities of a Helpdesk Technician:

Access

Access point card swipes and video surveillance system.

Adapt

Adapt quickly to changing technologies and work environments.

Address

Address user tickets regarding hardware, software, and networking.

Adhere to

Adhere to company policies and industry best practices.

Administer

• Administer and maintain internal and client server and network related solutions.

• Administer and / or provide hardware and software support to Corporate users.

• Administer client servers and network solutions to deploy standard requests and changes as needed.

• Administer network security measures to prevent system interruptions or breaches.

Advise

• Advise customers on appropriate action and follow up.

• Advise management of potential risks that may have impact on customer base and operating environment.

Analyze

Analyze, troubleshoot, and evaluate existing wired and wireless network systems.

Answer

• Answer calls coming into the Tier 1 Helpdesk by the third ring.

• Answer inbound technical questions from customers and gains understanding of each situation.

• Answer technical calls from customers regarding company software, hardware, and network issues.

Ask

Ask targeted questions to diagnose problems.

Assign

Assign / escalate issues and works directly with technical staff.

Assist in

• Assist Asset Administrator with equipment prep.

• Assist clients with hardware and software support via telephonically.

• Assist in departmental projects that require Helpdesk time and resources.

• Assist in maintaining process and procedure documentation.

• Assist in the configuration, troubleshooting and maintenance of all systems hardware and software.

• Assist in the development of help sheets and frequently asked questions lists for end users.

• Assist in the development of policies and procedures related to information technology.

• Assist in the setup and maintenance of audio/video conferencing systems.

• Assist in the setup and maintenance of server systems.

• Assist IT Director with document curation.

• Assist other team members in finding efficient and automated solutions to repeated problems.

• Assist Systems Administrator with software deployment and issues.

• Assist with setting up loaner laptops to AV gear for interviews or smaller company events.

Build

• Build and maintain IT and customer knowledge base to improve user and 1st level resolution.

• Build gaming PCs according to provided specifications.

Collaborate with

• Collaborate with cross-functional teams on IT projects and initiatives.

• Collaborate with other IT staff to resolve complex technical issues.

Complete

Complete tasks / assignments / tickets in a timely manner.

Conduct

• Conduct remote troubleshooting.

• Conduct research on desktop products in support of PC procurement and development efforts.

• Conduct research to identify potential solutions to technical problems.

• Conduct user satisfaction surveys and gather feedback for continuous improvement.

Configure

Configure hardware including but not limited to workstations and routers.

Confirm

Confirm that solution worked properly before ending call.

Coordinate

• Coordinate with team to ensure rapid response times and follow-up with customers.

• Coordinate with vendors and service providers for equipment repairs and replacements.

Create

• Create a customer incident in Remedy, the call tracking software for every call answered.

• Create and manage user accounts and access permissions.

• Create and refine existing RMM policies and scripts.

• Create incident tickets with ISP and other third-party vendors as required.

Customize

Customize desktop applications to meet user needs.

Determine

Determine the best solution based on the issue and details provided by customers.

Develop

• Develop and maintain technical documentation and knowledge base.

• Develop professional working relationship with customer to better understand business needs.

Diagnose

• Diagnose and resolve basic computer technical issues.

• Diagnose and resolve technical hardware and software issues.

• Diagnose / troubleshoot network and security problems.

Direct

• Direct Critical Incident Management process as needed.

• Direct unresolved issues to the next level of support.

Document

• Document all interactions.

• Document all technical procedures and user guides.

• Document the local setup and keep up to date at all times.

• Document, track, and monitor problems to ensure timely resolution.

• Document, track and monitor the problem to ensure a timely resolution.

Drive

Drive to accept and learn new technologies.

Ensure

• Ensure all call details and resolutions are entered into ticketing system according to procedure.

• Ensure positive customer experience by de-escalating customer issues and concerns.

• Ensure prompt and accurate resolution of customer incidents with a high degree of ownership.

• Ensure that all Very Important Person (VIP) calls are responded to immediately.

Escalate

• Escalate complex issues to higher-level support teams when necessary.

• Escalate issues to the next tier.

• Escalate problems (when required) to the appropriately experienced technician.

Evaluate

• Evaluate and recommend hardware and software solutions to improve efficiency.

• Evaluate and recommend products for purchase.

Execute

Execute sensitive data backup and restoration procedures.

Exercise

• Exercise judgment within defined guidelines and practices to determine appropriate action.

• Exercise the appropriate caution and security measures as established by the Helpdesk and IT teams.

Folder

Folder and access permissions and active directory navigation and management.

Follow

• Follow established processes and procedures for issue resolution.

• Follow existing checklists to ensure a consistent result for routine and common tasks.

• Follow instructions and pre-established guidelines to perform job functions.

• Follow standard help desk procedures.

• Follow the established attendance and schedule policy.

Follow-up

• Follow-up on reassigned unresolved requests.

• Follow-up with clients to ensure their systems are functional.

• Follow-up with users to ensure issues are resolved.

• Follow-up with users to ensure that issues have been resolved.

Guide

Guide users with simple, step-by-step instructions.

Handle

Handle repairs and exchanges of defective devices.

Help

• Help create technical documentation and manuals.

• Help Desk or Call Center support experience and real-time troubleshooting.

Identify

• Identify and resolve hardware and software compatibility issues.

• Identify and suggest possible improvements on procedures.

• Identify common PC software and hardware problems.

• Identify, prioritize and escalate support tickets requiring urgent attention.

• Identify, research and resolve technical problems.

• Identify, research, and resolve technical problems.

• Identify, troubleshoot, and resolve hardware and software problems.

Implement

Implement security measures to protect systems and data.

Install

• Install, configure, and maintain computer hardware and software.

• Install / maintain computer software, printers and replace retired hardware as required.

• Install, make changes and repair computer hardware and software.

• Install replacement hardware or upgrading hardware.

• Install software, test software and hardware, maintains supplies, logs and schedules.

Instruct

Instruct customers on proper usage of the software and hardware.

Keep

• Keep current on changes and innovative technology developments.

• Keep good communication with end-users and provide ongoing training.

• Keep support team and management apprised of any new support issues in a clear and timely manner.

• Keep team documentation updated as processes and stakeholder needs change.

Label

Label and enter hardware into the inventory management system.

Log

Log all help desk interactions in Service Desk ticketing system.

Maintain

• Maintain accurate records of technical issues and resolutions.

• Maintain a high level of professionalism and customer service.

• Maintain an open and honest attitude while making moral decisions.

• Maintain inventory of network electronics.

• Maintain knowledge of industry concepts, best practices, and procedures.

• Maintain up-to-date reference documentation in the TI SharePoint site and Agronet.

Make

Make assets and packages available to the appropriate parties (both internal and external .).

Manage

• Manage assets and packages (both physical and digital .).

• Manage the deployment of all personal computers and devices at Masco Canada.

• Manage time effectively and prioritize tasks to ensure completion of all duties and tasks assigned.

Monitor

• Monitor and manage helpdesk Slack Channel.

• Monitor, maintain, and update / order general office equipment.

• Monitor system alerts to ensure action is taken on critical alerts and system failures.

• Monitor system performance and identify areas for improvement.

• Monitor WAN traffic and network status at remote locations.

Notify

Notify appropriate leadership of customer escalations and dissatisfaction in timely manner.

Onboard

Onboard and off board employees (Laptops as well as desk hardware setup).

Participate in

• Participate and share technical knowledge to improve solutions.

• Participate in team meetings and contribute to process improvements.

• Participate in weekly team meetings and one-on-one manager / technician meetings.

• Participate on Helpdesk team projects and ensure they are completed on time and to specifications.

Perform

• Perform on-call duties as needed based on global schedule.

• Perform problem escalation, if required.

• Perform quality control of hardware images and software installations.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Perform RMAs as needed on broken hardware.

• Perform routine maintenance tasks such as system backups and updates.

• Perform system upgrades and software installations.

Prioritize

Prioritize and schedule problems.

Procure

Procure new hardware on an as-needed basis based on inventory levels.

Produce

Produce regular reports for end-user support functions.

Promote

• Promote effective and appropriate use of information technology.

• Promote the use of Service Now by users, as well as the Intranet site.

Provide

• Provide 1st level application support and troubleshooting as needed.

• Provide '1st level' technical support for end-users, over the phone and through email.

• Provide backup support for Helpdesk support Co-Ordinator and I.T. Technicians.

• Provide computer network infrastructure (CNI) orientation to employees.

• Provide Direct End User Support.

• Provide first point of contact for computer support issues.

• Provide hardware support of PCs and Laptops.

• Provide hardware support of PCs and Laptops, such as installing drivers or upgrading hardware.

• Provide internal technical support and remote troubleshooting to all ClubLink PC users.

• Provide necessary support as part of client's contract and purchase order renewal function.

• Provide on-site technical assistance in support of IT initiatives and projects as needed.

• Provide professional end-user support via telephone, email, and Chat.

• Provide professional end-user support via telephone, email , Chat or web submits.

• Provide progress reports at meetings.

• Provide recommendations on alternative hardware when needed.

• Provide report of key monthly activities.

• Provide restorative or maintenance actions to resolve end-user problems.

• Provide Service Desk attendance on a rotational and as required basis.

• Provide suggestions to aid in the QA Helpdesk team' s continuous evolution and improvement.

• Provide support for mobile devices Android, iOS and BlackBerry.

• Provide technical setup and support of on-site and remote meetings.

• Provide technical support over the phone, remotely and on site to clients.

• Provide technical support to end users on a variety of issues.

• Provide 'tier 1' support over the phone to internal customers (end-users) over the phone and email.

• Provide timely and effective technical support via phone, email, or in person.

Pursue

Pursue training and education to increase your effectiveness.

Receive

• Receive call, finds resolution, and documents calls as received.

• Receive offboarded hardware and update workflows as well as management system based on that.

• Receive similar job offers.

Recognize

Recognize the great efforts of fellow Team Members through genuine recognition activities.

Recommend

Recommend hardware and software improvements.

Record

• Record all caller information into the help desk ticketing system.

• Record technical issues and solutions in logs.

Repair

• Repair broken or malfunctioning computer software and hardware including workstations and servers.

• Repair hardware such that they can be redeployed.

Report

• Report customer feedback and potential product requests.

• Report network events upon occurrence to leadership.

Represent

Represent Company at all times with professionalism and a commitment to quality.

Research

• Research, develop and implement approved training plans for Corporate Standard Software.

• Research questions using available information resources.

Resolve

• Resolve incidents and standard requests in a timely manner to ensure user satisfaction.

• Resolve issues for clients via phone, in person, or electronically.

Respond to

• Respond to after-hours mission critical requests from client stakeholders.

• Respond to assigned Helpdesk tickets and provide solutions for reported customer problems.

• Respond to client requests and inquiries in a timely manner.

• Respond to emergency situations and prioritize tasks accordingly.

• Respond to end-user problems based on standard procedures.

• Respond to Help-Desk channel requests via Slack in a timely manner.

• Respond to telephone calls, email and in-person requests for technical support.

• Respond to telephone calls, emails, and personnel requests for technical support.

• Respond to user questions about How to, IT processes and policies.

Set-up

• Set-up and troubleshoot network connections and printers.

• Set-up, install, and troubleshooting of Google Meet Hardware.

• Set-up, install, modify, configure, maintain laptops and desk hardware.

• Set-up, install, modify, maintain, troubleshoot Mac and Windows laptops and desk hardware.

Stay updated with

• Stay updated with industry certifications and professional development opportunities.

• Stay updated with the latest technology trends and developments.

Support

• Support documentation and procedures required for SOC2 audit controls.

• Support efforts impacting end user systems, such as changes to workstations or remote file servers.

• Support helpdesk tickets as time permits.

• Support safety policies and programs.

• Support technical efforts that impact end user computing devices.

• Support the AV setup in our meeting rooms.

• Support the build of Windows images and laptop deployment processes.

• Support the IT Manage and Regional IT objectives.

Take

Take direction well as they will need to complete training.

Test

• Test alternative pathways until you resolve an issue.

• Test fixes to ensure problems have been adequately resolved.

Track

Track customer issues and resolutions.

Train

Train end-users on basic computer operations and software applications.

Troubleshoot

• Troubleshoot and diagnose faulty hardware.

• Troubleshoot issues to find solution and partners with customer to solve issue together.

• Troubleshoot, resolve, or escalate tickets as appropriate.

• Troubleshoot technical issues reported by end-users.

Understand

Understand and adhere to Good Manufacturing Practices.

Update

• Update and create documentation for internal policies and procedures.

• Update and develop Common Access Card (CAC) policies and procedures.

Upgrade

Upgrade and repair gaming PC hardware at a 1st level (parts replacement).

Walk

Walk customers through installing applications and computer peripherals.

Work

• Work closely with Hootsuite's global Helpdesk team to identify and resolve issues.

• Work on imaging computers, patching systems, and installing software applications.

• Work to refine and develop KPI's for company and client measurement.

• Work with brilliant minds, often within a global capacity.

• Work with / escalates problems to corporate support, as needed.

• Work with third-party support for warranty or software related requests.

Write

Write technical specifications for purchase of department related hardware and software.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Helpdesk Technician:

1. Proficiency in operating systems (Windows, macOS, Linux, etc.).

2. Knowledge of computer hardware components and troubleshooting techniques.

3. Familiarity with network protocols, TCP/IP, and LAN/WAN configurations.

4. Experience with remote support tools and techniques.

5. Troubleshooting skills for hardware, software, and network issues.

6. Ability to diagnose and resolve software conflicts and compatibility problems.

7. Understanding of antivirus and security software.

8. Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

9. Knowledge of Active Directory and user administration.

10. Familiarity with virtualization technologies (VMware, Hyper-V, etc.).

11. Basic scripting and automation skills (PowerShell, batch scripting, etc.).

12. Experience with backup and recovery processes.

13. Understanding of cloud computing platforms and services (AWS, Azure, etc.).

14. Knowledge of mobile device management (MDM) solutions.

15. Familiarity with ticketing systems and IT service management processes.

16. Ability to configure and troubleshoot email clients and servers.

17. Proficiency in troubleshooting internet connectivity issues.

18. Understanding of DNS, DHCP, and network routing concepts.

19. Knowledge of remote desktop and remote access tools.

20. Experience with hardware and software inventory management.

Most In-demand Soft Skills

The following list describes the most required soft skills of a Helpdesk Technician:

1. Strong communication skills, both verbal and written.

2. Active listening and problem-solving abilities.

3. Patience and empathy when dealing with end-users' technical difficulties.

4. Ability to explain technical concepts to non-technical individuals.

5. Customer service orientation and a positive attitude.

6. Time management and prioritization skills.

7. Adaptability and flexibility in a fast-paced environment.

8. Collaboration and teamwork with colleagues and cross-functional teams.

9. Analytical thinking and attention to detail.

10. Continuous learning and a proactive attitude towards professional development.

Conclusion

In conclusion, a Helpdesk Technician is responsible for providing technical support, troubleshooting issues, maintaining systems, and ensuring end-users have a seamless technology experience. They require a combination of technical expertise, problem-solving abilities, and strong communication skills to effectively assist users and resolve technical challenges. By possessing the most in-demand hard and soft skills, Helpdesk Technicians can excel in their roles and contribute to the smooth functioning of an organization's IT infrastructure.