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Helpdesk Specialist

Job Overview

This position assists employees and associated subsidiaries with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The employee in this position also assists in the network maintenance requirements for desktop software and hardware deployments and other associated equipment. This position’s responsibilities require team and independent analysis, communication, and problem solving. Work is performed with limited supervision and requires initiative and judgment.

Organizational Impact

The Helpdesk Specialist plays a critical role in ensuring the smooth functioning of an organization's IT infrastructure. They provide technical support to employees and customers, troubleshoot and resolve technical issues, and ensure that all IT systems are up and running. The impact of this job on the organization includes:

1. Improved productivity: The Helpdesk Specialist ensures that employees have access to the necessary IT resources and tools to perform their jobs efficiently. This leads to improved productivity and better business outcomes.

2. Enhanced customer satisfaction: The Helpdesk Specialist provides technical support to customers, ensuring that their issues are resolved quickly and efficiently. This leads to enhanced customer satisfaction and loyalty.

3. Reduced downtime: The Helpdesk Specialist is responsible for monitoring and maintaining IT systems, ensuring that they are up and running at all times. This reduces downtime and ensures that the organization's operations are not disrupted.

4. Cost savings: The Helpdesk Specialist helps to identify and resolve IT issues before they become major problems. This reduces the need for expensive repairs and replacements, leading to cost savings for the organization.

5. Improved security: The Helpdesk Specialist is responsible for ensuring that IT systems are secure and protected from cyber threats. This helps to safeguard the organization's sensitive data and intellectual property.

Key Systems

- Helpdesk ticketing system

- Remote desktop software

- Active Directory

- Email client

- Knowledge base/documentation system


- User requests and inquiries

- Technical issues and errors

- Software and hardware updates and upgrades

- Documentation and knowledge base resources

- Collaboration and communication with other IT teams and departments


- Resolved technical issues and provided support to end-users

- Documented and tracked all support requests and resolutions

- Conducted troubleshooting and diagnosis of hardware and software problems

- Installed and configured software and hardware for end-users

- Provided training and guidance to end-users on software and hardware usage


- Troubleshoot security access and program issues on Windows Desktop Operating Systems to determine course of action, and assist end-users in a resolution, hands on assistance as needed or performing a walkthrough over the phone 

- Maintain a working knowledge of Microsoft Office Products and have the ability to support these applications on an as needed basis 

- Install, configure, and maintain desktop and laptop hardware including, but not limited to hard drives, RAM, video cards, system boards, and network cards •Perform adds, moves, and changes of soft phones within the office leveraging Microsoft Teams 

- Ability to partner with vendors to troubleshoot Internet, Fax, Circuit, and telecomm related issues 

- Create and manage both on premise and cloud Active Directory users and Office 365 Accounts 

- Create, monitor, and provide timely updates to help desk cases, tracking new and open issues through-out the life cycle of a reported technical issue 

- Travel to locally owned business offices to assist with technical issues leveraged to serve customers

Recommended Items

  • Standard operating procedures for handling helpdesk tickets
  • Knowledge base articles for common technical issues
  • Incident response plan for critical system outages
  • User account management procedures
  • Escalation procedures for unresolved issues

Content Examples

  • Troubleshooting guides for common technical issues
  • User manuals for software and hardware systems
  • Knowledge base articles for frequently asked questions
  • Incident reports documenting the resolution of support tickets
  • Training materials for new employees on IT policies and procedures

Sample Event-Driven Tasks

- Respond to incoming calls and emails from users experiencing technical issues

- Troubleshoot and resolve hardware and software problems for end-users

- Escalate complex issues to higher-level support teams as needed

- Document all support requests and resolutions in a ticketing system

- Provide remote support to users located in different offices or regions.

Sample Scheduled Tasks

- Monitor and respond to incoming helpdesk tickets within a designated timeframe

- Conduct routine maintenance checks on computer systems and software

- Provide remote technical support to end-users via phone or email

- Update and maintain the helpdesk knowledge base with new solutions and troubleshooting tips

- Generate weekly or monthly reports on helpdesk ticket volume and resolution times for management review

Sample Infill Tasks

- Responding to customer inquiries and resolving technical issues via phone, email, or chat

- Logging and tracking customer issues in a ticketing system

- Providing remote support to customers by accessing their computer systems

- Collaborating with other IT teams to resolve complex technical issues

- Creating and updating knowledge base articles to improve customer self-service options

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