Help Desk Technician job description
Get a professionally crafted Help Desk Technician Job Description Template to save time and attract the right candidates. Our template is tailored for clarity, consistency, and ease of customization, helping you create job descriptions that stand out to top talent.
Need a template?
Download Template
Hiring for this role?
Source Candidate Faster
What does a Help Desk Technician do?
The Help Desk Technician is essential for maintaining the operational efficiency of organizational IT systems by providing technical support and troubleshooting to users. This role is crucial in resolving technology-driven challenges and ensuring smooth IT service delivery across the company.
Write effective job descriptions in minutes with our free templates, designed to attract top talent.
Professionally crafted templates
Editable and easy to customize
Proven to save time
What are the Key Responsibilities of Help Desk Technician
- Respond to user queries and service requests via phone, email, or in-person.
- Diagnose and resolve hardware and software issues.
- Escalate complex problems to senior technicians or IT support specialists.
- Install and configure computer applications and hardware.
- Maintain records of issues and resolutions in a help desk database.
- Provide guidance and training to users on IT processes and systems.
- Monitor system performance and identify potential problems.
- Ensure all hardware and software inventory is up-to-date.
- Maintain security protocols to safeguard company data.
What are the Skills and Requirements for a Help Desk Technician?
- Proficient in troubleshooting various operating systems and software.
- Familiar with network technologies and telecommunication systems.
- Excellent problem-solving and critical-thinking skills.
- Strong communication and interpersonal abilities.
- Ability to work independently and in a team environment.
What are the KPIs to track for Help Desk Technician?
The Help Desk Technician’s performance is measured through timely and effective resolution of support tickets, user satisfaction rates, and compliance with IT support policies.
Ticket Resolution Time
Reduce the average time to resolve support tickets.
User Satisfaction
Achieve high ratings in user feedback surveys.
Compliance
Adherence to IT security and support protocols.
Reports to
IT Support Lead
Collaborates with
Network Administrators, IT Security Team
Leads
N/A
Are any specific tools or software required for the Help Desk Technician role?
- ServiceNow
- Jira Service Desk
- Remote Desktop Tools
- Microsoft Office Suite
What is the qualification of Help Desk Technician?
Associate’s degree in Information Technology or related field; 1-2 years of experience in a technical support role.
