Help Desk Specialist Job Descriptions, Average Salary, Interview Questions

Primary duties

• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution. Able to troubleshoot complex technical issues and develop easy to understand solutions
• Follow-up with end users to provide status updates
• Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets)
• Communicates with customers at all levels of technical and non-technical
• Works collaboratively with people across the organization
• Support for PCs, laptops, printers, cell phones, tablets, etc.
• Supports end users in their use of applications such as Microsoft Office, Deltek, Ultipro, CAD Software (i.e., Autodesk Bentley, etc.) including installation, modification, and repair
• Troubleshoots networks, servers, hardware systems, operating systems, and application technical issues
• Creates and manages technical documentation
• Assists the engineering team with project implementation
• Ensures compliance with all Policies and Procedures

Education and requirements

• Minimum of 3-5 years experience in MSP field or technical support level 2 or higher
• Minimum of 3-5 years experience in System Administration, Switching, Compliance, Microsoft Active Directory, and MSP related service offerings
• Professional, teachable, willing to learn, and open minded
• A team player, courteous, pleasant to work with
• Experience with installation and support of various CAD applications (i.e., Autodesk, Bentley, etc.)
• Demonstrated knowledge in Microsoft server configuration and administration including Active Directory
• One or more of the following certifications: A+, MS Desktop Administrator, Network+
• Excellent organizational, interpersonal, and communication skills (both oral and written) and experience with direct client communication
• Experienced in performing needs-assessment and making solution recommendations
• Ability to work in a team environment and demonstrate strong problem-solving skills
• Ability to multi-task and work multiple projects/issues simultaneously
• Some physical work required such as installing and managing cables
• Able to lift up to 50 lbs. servers
• Availability to work weekends
• Must be able to work in the US
• Valid Driver’s License
• Ability to travel
• A team player, courteous, pleasant to work with

Preferred qualifications

• Professional, teachable, willing to learn, and open minded
• Intermediate experience in System Administration, IT Security, VPN Configuration, Routing and Switching, Compliance, Virtualization, Microsoft Active Directory

Responsibilities

• Virtually all PC support
• Password Resets
• Help Desk will communicate with clients via email, phone, or ticketing system
• Answer incoming calls, create tickets
• Evaluate and prioritize IT tickets to support customers remotely
• As a Help Desk, you will coordinate escalation of unresolved or emergency support issues
• Work with clients to ensure client satisfaction and resolve complaints

Requirements

• Desktop/Laptop experience
• Printers, Fax & Scanner
• Desktop and Laptop peripherals
• Active Directory
• Network (Coordination, with Vendors and other IT Teams, small scale jobs)
• Server (Coordination, with Vendors and other IT Teams, small scale jobs)
• Cabling (Coordination, with Vendors and other IT Teams, small scale jobs)
• Video Conferencing (Coordination, with Vendors and other IT Teams, small scale jobs)
• Wi-Fi Connection (Coordination, with Vendors and other IT Teams, small scale jobs)
• VoIP (Coordination, with Vendors and other IT Teams, small scale jobs)
• Experience with installing new software
• Report, coordinate, and escalate issues/errors to existing application or corporate IT Support teams
• Knowledge in Windows operating systems, Networking, desktop services

The Help Desk Specialist position provides support to users by researching and answering questions, resolving problems, providing resources.

Job duties

• Provides answers to clients by identifying problems, researching answers, guiding client through corrective steps
• Improves client references by writing and maintaining documentation
• Participates in development of client training programs by identifying learning issues and recommending instructional language
• Accommodates client disabilities by recommending devices and techniques
• Avoids legal challenges by monitoring compliance with service agreements
• Improves system performance by identifying problems and recommending changes
• Updates job knowledge by participating in educational opportunities and maintaining personal networks
• Accomplishes information systems and organization mission by completing related results as needed
• Skills/Qualifications: Problem Solving, Help Desk Experience, Phone Skills, Customer Service, Training, Verbal Communication, Coaching, Documentation Skills, Network Troubleshooting, Networking Knowledge, Product Knowledge, etc.

Requirements

• Must be A+ Certified
• Related Helpdesk experience
• Strong on-site and remote troubleshooting skills
• The ability to lift 50lbs.