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Key Responsibilities and Required Skills for IT Help Desk Technician

💰 $ - $

Information TechnologyTechnical SupportHelp Desk

🎯 Role Definition

The IT Help Desk Technician provides first‑ and second‑line technical support to internal users and occasionally external customers by diagnosing, troubleshooting, and resolving hardware, software, networking, and access issues. This role prioritizes end-user satisfaction and SLA adherence, uses ticketing systems to manage incidents and requests, documents knowledge base articles, escalates complex problems to specialized teams, and contributes to continuous improvement of the support experience. Ideal candidates combine practical technical skills (Windows, macOS, Office 365, Active Directory, basic networking) with strong communication and customer service orientation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Desktop Support Specialist or IT Support Intern
  • Customer Service Representative with technical aptitude
  • Field Service Technician or Technical Trainer

Advancement To:

  • Senior Help Desk Technician / IT Support Lead
  • Systems Administrator / Network Administrator
  • IT Operations Analyst / Service Desk Manager

Lateral Moves:

  • Desktop Engineer
  • Endpoint Management Specialist
  • IT Security/Compliance Analyst

Core Responsibilities

Primary Functions

  • Act as the primary point of contact for end users via phone, email, chat, and ticketing system, promptly triaging and resolving hardware, software, and access incidents while meeting defined SLA targets and maintaining a high level of customer satisfaction.
  • Diagnose and resolve Windows desktop and laptop issues including OS errors, driver problems, system performance, blue screens, and application failures using remote support tools and hands‑on troubleshooting.
  • Provide macOS support for corporate MacBooks and iMacs, addressing OS updates, application compatibility, Apple ID/MDM enrollment, and peripheral configuration in mixed‑platform environments.
  • Manage user account lifecycle tasks in Active Directory and Azure AD including account creation, group membership changes, password resets, account lockout resolution, and permission access audits following least‑privilege principles.
  • Install, configure, upgrade, and patch Microsoft Office 365 applications (Outlook, Teams, OneDrive, SharePoint) and troubleshoot email/calendar sync issues, mailbox permissions, and mobile access via Exchange Online.
  • Troubleshoot network connectivity problems at the endpoint level (wired/wireless), validate TCP/IP settings, resolve DHCP/DNS issues, and coordinate with network teams for switch/router/Wi‑Fi escalations when required.
  • Support VPN connectivity, remote access provisioning, and MFA (multi-factor authentication) enrollment issues for remote and hybrid workforce scenarios, ensuring secure access controls and policy compliance.
  • Respond to printing and scanning incidents across networked and local printers, perform driver installations, queue management, and coordinate hardware service or parts replacement with vendors when necessary.
  • Deploy and maintain endpoint images using enterprise tools such as Microsoft Endpoint Configuration Manager (SCCM/MEM), Intune, or other imaging solutions; perform OS reimages and data migration for device refreshes.
  • Administer mobile device management (MDM) tasks including device enrollment, policy enforcement, remote wipe, and troubleshooting for iOS and Android devices with tools like Intune or JAMF.
  • Escalate complex incidents to second‑ and third‑line support or vendor technical engineers with clear, documented reproduction steps, logs, screenshots, and a record of troubleshooting attempts to accelerate resolution.
  • Maintain accurate IT asset inventory and tracking for laptops, desktops, peripherals, and accessories; coordinate warranty returns, repairs, and lifecycle disposal in accordance with company policy.
  • Apply endpoint security best practices: verify antivirus/EDR status, validate patch deployment, assist with phishing investigations at the user level, and support security awareness by enforcing baseline configurations.
  • Create, update, and maintain knowledge base articles, standard operating procedures (SOPs), and runbooks for frequent incidents and onboarding processes to reduce mean time to resolution and enable self‑service.
  • Perform on‑site visits and field support for employees in multiple offices or remote locations, delivering hands‑on hardware repairs, peripheral setups, and meeting room AV configuration when needed.
  • Support conferencing and VoIP systems by troubleshooting softphone configurations, headset connectivity, meeting room equipment, and basic PBX/VoIP client issues to ensure reliable collaboration tools.
  • Assist with software license tracking and compliance checks, process software installation requests through approved change management workflows, and ensure installations comply with corporate policies and security standards.
  • Participate in on‑call rotations and after‑hours support for critical incident response, urgent restorations, and major incident communications, adhering to escalation matrices and incident response playbooks.
  • Collect and analyze service desk metrics (ticket volumes, first‑call resolution, SLA attainment, common incident types) and communicate trends to managers with actionable recommendations for process improvements.
  • Lead or contribute to onboarding/offboarding processes by preparing new hire devices, applying security baselines, provisioning access, and securely removing corporate data and access during terminations.
  • Collaborate with cross‑functional IT teams (network, systems, security, applications) to implement changes, pilot new tools, and support project rollouts that affect end users, providing user acceptance testing (UAT) and feedback.
  • Provide basic scripting or automation (PowerShell, shell scripts) to accelerate repetitive support tasks such as bulk user provisioning, log collection, or system health checks to improve operational efficiency.
  • Maintain compliance with ITIL/ITSM processes: register incidents and service requests, follow change control procedures, and document RCA (root cause analysis) for recurring or major incidents.
  • Educate users through one‑on‑one coaching, small‑group training sessions, and written guides to improve self‑service adoption, security hygiene, and effective use of collaboration tools.

Secondary Functions

  • Assist in pilot testing and rollout of new end‑user services and collaboration tools, providing feedback on usability, training needs, and deployment challenges.
  • Support ad‑hoc reporting requests for ticketing system data and contribute to dashboards that track team performance and SLA compliance.
  • Participate in cross‑team initiatives to refine onboarding checklists, streamline ticket categorization, and reduce incident repeat rates.
  • Contribute to the company’s knowledge management program by writing clear, searchable articles that help users resolve frequent issues without opening a ticket.
  • Help evaluate and recommend end‑user hardware and peripheral standards based on performance, cost, warranty, and compatibility with corporate imaging policies.
  • Coordinate with vendors and service providers to escalate warranty repairs, obtain replacements, and manage service contracts for enterprise hardware.
  • Maintain organized, up‑to‑date documentation of supported configurations, endpoint inventories, and standard builds to support audit readiness and continuity planning.
  • Assist the security team with endpoint data collection during investigations, provide device logs, and support remediation activities for compromised or non‑compliant endpoints.
  • Provide accessibility and assistive technology support when required, configuring tools to accommodate diverse user needs and inclusive workplace policies.
  • Support continuous improvement initiatives such as automation of common tasks, introduction of self‑service portals, and optimization of IVR/helpdesk queue flows.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient in troubleshooting Microsoft Windows 10/11 and Windows Server client connectivity, system errors, and application compatibility issues.
  • Practical experience with macOS support, including macOS deployment, Apple ID, and integration with enterprise MDM/management tools.
  • Strong knowledge of Active Directory and Azure AD administration: account management, group policy application, password reset processes, and MFA troubleshooting.
  • Hands‑on experience with endpoint management and imaging tools such as Microsoft Endpoint Configuration Manager (SCCM/MEM), Intune, or similar MDM/EMM platforms.
  • Familiarity with common ticketing/ITSM systems (ServiceNow, Jira Service Desk, Zendesk, Freshservice) for incident tracking, SLA reporting, and change requests.
  • Competent with Office 365 administration and troubleshooting (Outlook, Teams, OneDrive, SharePoint) and general productivity suite support.
  • Basic networking knowledge (TCP/IP, DHCP, DNS, VLANs, SSIDs, and Wi‑Fi troubleshooting) sufficient to resolve workstation connectivity issues or escalate effectively.
  • Experience with remote support tools such as Microsoft Remote Desktop, TeamViewer, AnyDesk, LogMeIn, or ConnectWise Control.
  • Knowledge of security fundamentals including antivirus/EDR, patch management, MFA, encryption, and secure configuration baselines.
  • Familiarity with VoIP/softphone clients and basic meeting room AV equipment configuration and troubleshooting.
  • Ability to run and interpret diagnostic tools and system logs, collect crash dumps, and provide meaningful information to second/third‑line teams.
  • Scripting competency (PowerShell or Bash) to automate repetitive support tasks and to bulk‑manage user and device configurations.
  • Experience with mobile device platforms (iOS/Android), app deployment, and support through Intune, JAMF, or other MDM solutions.
  • Hardware troubleshooting skills across laptops, desktops, docking stations, monitors, and peripheral devices with the ability to coordinate RMA and warranty processes.
  • Experience maintaining IT asset inventories and knowledge of lifecycle and disposal procedures.

Soft Skills

  • Exceptional customer service orientation and professional phone, chat, and in‑person communication skills with an ability to translate technical issues into clear, non‑technical language.
  • Strong problem‑solving and analytical thinking to isolate root causes, prioritize incidents, and implement effective fixes under time pressure.
  • Effective time management and the ability to multitask, prioritize workload, and meet SLAs in a fast‑paced support environment.
  • Team collaboration and cross‑functional communication skills; comfortable escalating and coordinating with engineering or vendor teams.
  • Attention to detail in documentation, ticket updates, and knowledge base article creation to ensure reproducibility and compliance.
  • Patience, empathy, and the ability to coach non‑technical users through complex procedures in a calm and supportive manner.
  • Adaptability and continuous learning mindset to keep pace with evolving technologies, toolchains, and security practices.
  • Proactive attitude toward process improvement, automation, and contributing to a culture of operational excellence.
  • Strong confidentiality and integrity when handling sensitive user access, corporate data, and device inventories.
  • Ability to work independently as well as part of a distributed or remote‑first team, including on‑call and after‑hours rotations when required.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; relevant technical certifications or demonstrated experience accepted in lieu of degree.

Preferred Education:

  • Associate or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration
  • Cybersecurity
  • Systems Engineering

Experience Requirements

Typical Experience Range: 1–4 years of hands‑on technical support, service desk, or desktop support experience in an enterprise or SMB environment.

Preferred:

  • 2+ years supporting Windows and macOS endpoints in a corporate setting, familiarity with Office 365 and Active Directory, and operational use of at least one ITSM/ticketing platform.
  • Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA Network+, or related vendor certs are advantageous.
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