Skip to contentSkip to footer

Helpdesk Technician Job Description

What is a Helpdesk Technician?

Helpdesk technicians provide tech support services, usually from a distance via phone or an online chat tool. By asking the customer targeted questions and using remote troubleshooting tools, they identify the problem and perform fixes or suggest recommended actions. They may also assist with security issues, program updates, and providing technical advice.

Helpdesk technicians typically have a bachelor’s degree in a computer science field, although an equivalent level of relevant professional experience may be acceptable. They would be expected to have extensive knowledge of common software programs and hardware components, and have familiarity with resolving common technical issues. They must have in-depth expertise with the particular systems or services used by their organization and its clients. Hands-on experience with remote troubleshooting tools and automation programs is helpful.

Average SalaryInterview QuestionsJobs Available
View Helpdesk Technician JobsHire a Helpdesk Technician

Helpdesk Technician Job Description Template

Job Overview

Responsibilities for Helpdesk Technician

  • Develop and provide technical coaching, and mentoring to other help-desk employees.
  • Maintain informational pamphlets and product binders at the Help Desk.
  • Oversee implementation of desktop configuration management at the help desk level.
  • Gather accurate technical information from customers on reported issues.
  • Maintain accurate inventory for all IT hardware and software.
  • Assist with implementation and maintenance of hardware, software and peripherals.
  • Monitor and perform audits of computer systems and backups.
  • Responsible for entering time and expenses as they occur.
  • Provide professional end-user support via telephone, email or web.
  • Provide appropriate documentation on services provided and status updates as needed.
  • Train and provide support to client staff on new technology implementations.
  • Assist users with account creation, accessing and using IT systems.
  • Track and route problems and requests and document resolutions.
  • Manage and support a team of help desk technicians.
  • Troubleshoot performance issues and issues with browsers and plugins.
  • Answer all incoming calls and create a ticket by documenting the reported issue and all prominent details.

Qualifications for Helpdesk Technician

  • Bachelor's Degree in computer science, information systems or IT, or equivalent experience.
  • Fluent in a variety of programming languages, software, and systems.
  • Experience with computing.
  • A natural problem solver.
  • Fluent in computer literacy practices and procedures.
  • Demonstrated sound attention to detail.
  • Fluent in mechanisms such as peripherals.
  • Comfortable providing technical assistance and fixing issues that arise.
  • Experience working with smart devices such as tablets.

Ready to Hire a Helpdesk Technician?

Try Job Postings

Hiring Resources

Your Ultimate Recruitment Planning Guide
Small Business Recruiting on Glassdoor
How to Balance Time and Candidate Quality In Your Interview Process

Employers: How to Write Great Job Descriptions

  • Be sure to mention requisite years of experience and educational requirements
  • Tell job seekers what's unique about your company and job
  • Ideal length is a few paragraphs or about 200 words
  • Make sure to use appropriate paragraph breaks and bullet points so it's easy on the eyes
Download Full Guide

More Job Titles