Main Responsibilities and Required Skills for Help Desk Technician
A Help Desk Technician is a professional who provides technical support for computer software, hardware and systems. They troubleshoot and resolve software, hardware and networking issues and administer helpdesk tickets. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Help Desk Technicians.
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Main Responsibilities of Help Desk Technician
The following list describes the typical responsibilities of a Help Desk Technician:
Access
Access knowledge bases and FAQ resources on the Internet / Intranet to aid in problem resolution.
Add
Add or upgrade and configure disk drives, printers, and related equipment.
Adhere to
Adhere to Change Management Process & Policy.
Administer
Administer VPN dual authentication tool.
Analyze
Analyze and assess customer service requests and provide prompt technical solutions.
Answer
Answer calls for support and provide exceptional customer service on each support request.
Answer Help Desk line.
Apply
Apply diagnostic utilities to aid in troubleshooting.
Ask
Ask questions and testing software to recreate issues identified by users.
Assist in
Assist in resolving Microsoft Office issues.
Assist in terminating users.
Assist in the development of training programs.
Assist in troubleshooting and resolving hardware problems.
Assist on server and workstation installs and upgrades.
Assist personnel of other departments as a computer resource.
Assist users on computer / printer / network-connectivity issues.
Assist with equipment issues, including phones.
Assist with managing the helpdesk ticket queue daily, creating, routing, and remedying tickets.
Assist with new feature implementation by testing and documenting issues.
Attend
Attend weekly team meetings and scheduled group- and firm-wide meetings.
Build
Build and maintain knowledge base for Yardi issues to allow for user self service.
Build our libraries and documentation for others when we grow the design team.
Build relationships with customers both in-person and over the phone.
Build strong, collaborative relationships with co-workers and team members.
Complete
Complete technical support projects and tasks as assigned by manager.
Configure
Configure and troubleshoot file and printing services.
Configure, install, administer and troubleshoot issues with PCs, printers, and related components.
Consult
Consult user guides, technical manuals and other documents to research and implement solutions.
Contribute to
Contribute to complex problem solving with close supervision and guidance.
Contribute to team innovation through ideas for process improvement and efficiency.
Coordinate
Coordinate efforts with Corporate Office Help Desk.
Coordinate repair of laptops.
Create
Create and distribute scheduled and ad hoc reports.
Deliver
Deliver product knowledge training to clients and internal staff as appropriate.
Design
Design dashboards, analytics, animations, and workflows to collect and visualize data.
Detect
Detect, diagnose, and resolve desktop and portable microcomputer software and hardware failures.
Detect, diagnose, research solutions, and resolve desktop software and hardware failures.
Determine
Determine the best solution based on the issue and details provided by customers.
Determine the best solution based on the issue and details provided by end-users.
Develop
Develop and implement preventive maintenance procedures to avoid system failures.
Develop and test different programs and hardware for use in business needs.
Develop custom reports and correspondence as needed using ysql, ysr and ssrs.
Develop, maintain, and test procedures for installing desktop upgrades.
Develop track and maintain incident details in the ticketing system.
Develop, update and provide detailed status reports at scheduled frequency.
Diagnose
Diagnose and resolve a wide range of technical issues remotely over the phone and on-site.
Dialogue
Dialogue with colleagues to research issues and find solutions.
Direct
Direct unresolved issues to the next level of support personnel.
Document
Document processes as necessary.
Document processes to catalog solutions for future reference.
Drive
Drive onboarding / adoption of the platform through your interactions with users.
Elevate
Elevate complex and / or high priority problems to the appropriate support groups for resolution.
Engage
Engage in research and in-depth troubleshooting to resolve technical issues.
Ensure
Ensure IT-related inventory is accurately maintained.
Ensure the reliable and efficient handling of studio assets and data.
Enter
Enter and update tickets into the automated trouble ticketing system.
Escalate
Escalate issues to the next Tier with next level of difficulty.
Escalate service requests that require help from Company's IT Provider.
Escalate issues for resolution when necessary.
Escalate unresolved issues to Level 3 onsite field technicians.
Follow-up
Follow-up and update end-user with resolution status.
Generate
Generate and maintain both internal and end-user documentation.
Generate and review daily, weekly and monthly reports.
Identify
Identify and document areas for process improvements.
Identify and escalate priority issues to other teams over email, chat or phone.
Identify and escalate situations requiring urgent attention.
Identify and prioritize tasks.
Identify and procure the hardware needed to satisfy user requirements.
Identify and suggest possible improvements on IT systems and processes.
Install
Install computer peripherals for users.
Install desktops, portable computers, peripherals, and software products for networked environment.
Install, diagnose, maintain and troubleshoot network and telephone cabling.
Install, make changes and repair computer hardware and software.
Install, modify, and repair computer hardware and software.
Install, troubleshoot and repair computer systems and computer peripherals.
Install / upgrade PC hardware / software when required.
Interview
Interview users to identify needs and resolve workstation issues.
Investigate
Investigate user problems and identifies their source.
Lead
Lead / facilitate troubleshooting sessions for internal / external customers.
Maintain
Maintain a high level of courteous customer service at all times.
Maintain and review inventory of software and hardware components.
Maintain availability to support 24x7 IOC support through on-call rotation as required.
Maintain Client and Company Documentation.
Maintain computer hardware, software, and performs upgrades.
Maintain current knowledge of technological trends and advancements in the IT field.
Maintain daily performance of computer systems.
Maintain documentation related to work activities as required.
Maintain knowledge of current business and technology related developments in the marketplace.
Maintain strong client system documentation to include system reviews and recommendations.
Make
Make platform-wide suggestions to improve performance and user engagement.
Manage
Manage and maintain escalations Remedy queue for tracking of support-related issues.
Manage and monitor the corporate network.
Manage escalated client enquiries and complaints to maintain a high degree of client satisfaction.
Manage hardware deployments (Racking, Stacking, Cabling and Labeling).
Manage Helpdesk application and assign tickets promptly to fulfill user requests.
Manage Help Desk tickets in a timely manner and document customer interactions.
Manage targets and KPIs for Help desk.
Manage the setup of audio and visual equipment for Boardrooms.
Manage various technologies including PC, Laptop, server, network, and mobile devices.
Model
Model user behavior, personas, and environments based on real data with empathy maps and storyboards.
Monitor
Monitor and administer helpdesk tickets, triage and maintain helpdesk ticket queue.
Monitor and manage queue for ticket assignment.
Monitor and respond to IT system issues.
Monitor and validate data backup processes and escalate issues in a timely fashion.
Monitor licensing to ensure compliance with regulations.
Monitor system performance and implement performance tuning.
Monitor systems on an hourly basis.
Monitor technology support queues to ensure adequate coverage for tickets.
Monitor Track IT ticketing system.
Order
Order computers and computer supplies.
Participate in
Participate in on-site installations of and configuration of services for users.
Partner
Partner with the Quality Assurance Team to log and communicate bugs.
Perform
Perform any other-related duties incidental to the work.
Perform Apple mobile device activations and configurations.
Perform basic windows administration such as password resets and file and folder administration.
Perform general system upkeep.
Perform other duties as may be assigned by management.
Perform simple repairs on IT assets.
Perform work outside of office hours as required from time to time.
Prepare
Prepare progress / status reports and submit to team leads.
Prepare progress / status reports team leads.
Print services and printer configuration.
Promote
Promote the company culture and values at all times.
Provide
Provide accurate information on IT products or services.
Provide advice and training to users in response to identified difficulties.
Provide a first-line support for helpdesk and all associated processes.
Provide computer orientation to new and existing company staff.
Provide customer assistance.
Provide customer service to our end-users both in-office and remotely.
Provide detailed reports to Product Managers around common issues concerning their products.
Provide expertise on all Standard Software and Department-specific applications.
Provide first-level contact and convey resolutions to user issues.
Provide high quality, consistent and reliable support on all aspects of the Shortcuts' product suite.
Provide job trainings to new hires as needed.
Provide Microsoft O / S and database maintenance.
Provide monthly reporting metrics.
Provide On-Call support during emergency situations.
Provide status reports on current open projects and functional issues.
Provide support for all Information Technology & Audio Video products and services.
Provide Technical support for computer software, hardware and systems.
Provide technical support for customers assigned to remote locations.
Provide technical support over the phone, remotely and on site to clients.
Provide technical support to employees to resolve complex application problems.
Provide telephone, in-person, and remote support.
Provide tier one telephone support for software applications.
Purchase
Purchase IT related items as needed.
Receive
Receive and respond to incoming calls, emails and / or Help Desk tickets regarding desktop problems.
Record
Record events and problems and their resolution in logs.
Record required customer and problem information in Work Order / Ticketing System.
Redirect
Redirect problems to correct resource.
Refer
Refer complex problems to senior team members.
Resolve
Resolve technical issues by guiding clients with specific features of LEAP software products.
Respond to
Respond to customer issues via phone, email and computer chat.
Respond to email messages for customers seeking help.
Respond to requests for technical assistance in person, via phone, email.
Review
Review policies and procedures for changes applicable to IT.
Review work orders to move, change, install, repair, or remove data communications equipment.
Run
Run reports to determine malfunctions that continue to occur.
Search
Search for equipment and / or accessories online and create quotes for purchasing.
Set up
Set up and deploy mobile devices.
Set up and maintain user desktop environments.
Share
Share the company's commitment to customer satisfaction.
Stay current with
Stay current with system information, changes and updates.
Suggest
Suggest performance improvements to product and engineering.
Supervise
Supervise other technical support workers in this group.
Support
Support all staff of Capabilities to facilitate their technology needs.
Support company and department initiatives that may be beyond general duties and responsibilities.
Support of additional equipment as required under the direction of the client.
Support sales consultants during client meetings.
Support URM staff with computer and telephone related instruction, set-up and maintenance.
Test
Test and install new desktop and laptop systems.
Test fixes to ensure problem has been adequately resolved.
Test software on multiple browsers and devices to recreate user errors.
Track
Track endpoint inventory history.
Track, route and redirect problems to correct resources.
Track tickets, problems and their resolution in our ticketing system.
Train
Train and support lower-level technicians and new team members.
Train junior members of the team as a backup to the aforementioned responsibilities.
Travel
Travel to other Long Island locations may be required at times.
Triage
Triage incoming tickets to determine problem severity in accordance with SLAs.
Troubleshoot
Troubleshoot and provide appropriate solutions to problems.
Troubleshoot and resolve desktop connectivity issues.
Troubleshoot and resolve escalated technical issues and helpdesk tickets.
Troubleshoot desktop operating system, application errors and PC hardware issues.
Troubleshoot PC's, printers, scanners, projectors and peripheral devices.
Troubleshoot software, hardware and networking issues.
Troubleshoot user issues.
Update
Update and develop network documentation.
Update and maintain SOPs and other documentation for procedures and processes.
Update and maintain the computer inventory and equipment.
Update assigned trouble tickets and equipment databases.
Update critical documentation in a timely manner.
Upload
Upload files and basic information into Unboxed software as necessary.
Utilize
Utilize research tools for reviewing client documentation as needed in support activities.
Verify
Verify user workstations comply with security policies.
Work
Work closely with our internal Account Managers to provide technical / product expertise.
Work closely with Product Management and Engineering to report and champion the resolution of bugs.
Work experience in help desk activities using a help desk software application.
Work in various inbound call queues as assigned by Workforce Management.
Work on HelpDesk related projects as assigned by supervisor.
Work with integrity and ethically.
Work with others in IT to build / maintain highly efficient systems and provide technical.
Work with other technical teams to resolve large scale issues.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Help Desk Technician:
Troubleshooting
MS Outlook
Windows 10
Desktop
Printers
Databases
Remote Control
Mobile Devices
Azure
Computer Systems
Help Desk
Microsoft Office
Network Troubleshooting
Most In-demand Soft Skills
The following list describes the most required soft skills of a Help Desk Technician:
Written and oral communication skills
Interpersonal skills
Attention to detail
Organizational capacity
Problem-solving attitude
Detail-oriented
Multi-task
Work independently with little direction
Analytical ability
Organized
Time-management
Team player
Tech savvy
Troubleshooting
Communicate effectively to understand the problem and explain its solution
Self-starter
Troubleshooting skills
Work in a team environment
Client-facing
Flexible
