Information Technology Help Desk Specialist

Job Summary and Responsibilities:

The Help Desk Specialist is responsible for provisioning the timely and effective technical support

and issue resolution to all computer users. Support requests may be initiated via email, phone calls,

direct entry of a help desk ticket, or in person. This position answers all incoming telephone calls to

the IT Help Desk, and ensures that all requests are logged as tickets in the Help Desk system. The

position also provides initial technical triage efforts, and either trouble-shoots and resolves Tier 1

and Tier 2 support issues remotely, or routes the help desk tickets to other IT support staff positions

for resolution remote or in-person. This position serves as the primary point of contact between the

user community and the Information Technology (IT) Department’s Technical Support services,

and therefore requires excellent customer service skills, patience, and empathy.

Specific responsibilities (include, but not limited to):

• Provides the user community with a single point of contact to request IT Support services.
• Receives all completed IT request forms and any incoming hardware purchases and returns,

ensuring everything is logged appropriately.

• Assigns tickets to the appropriate IT support personnel. Follows up as needed to ensure all

problems are fully resolved in a satisfactory and timely manner.

• Runs periodic help desk activity reports and helps monitor help desk response and resolution

times.

• Coordinates the moving and installation of computer equipment.
• Establishes problem triage standards, provides trouble-shooting, and Tier 1/Tier 2 technical

support services, with the goal of solving the user’s problem with 1 call.

• Ability to perform basic software and hardware diagnostics.
• Experience resetting passwords, unlocking accounts, managing printers, using remote

control tools for user assistance, and a basic understanding of computer networking.

• Answers customer questions and offers them access to helpful technical resources.
• Provides basic computer training as required.
• Maintains IT equipment inventories including new equipment, spares, and items identified

for disposal; this includes running and distributing periodic IT Inventory reports.

• Organizes documents and technical manuals so they are easy to locate.
• The Help Desk Specialist will perform all other related duties as assigned.

Knowledge, Skills & Abilities:

• General working knowledge of computer equipment. Proficient with the Microsoft Office

Suite, including Word, Excel, PowerPoint, Outlook and other related software.

• Ability to multi-task, maintain records, and follow specific instructions. Effectively carry

out assignments, while exercising independent judgment and initiative.

• Must be able to communicate effectively to technical and non-technical personnel.
• Exhibit excellent problem-solving skills, critical thinking, organizational, and prioritization

skills.

• Must be customer-focused and demonstrate patience when dealing with difficult customers

and situations. Maintain a pleasant, enthusiastic persona for face-to-face and telephone-

based customer service.

• Excellent communication skills. Ability to comprehend complex verbal and written

instructions and communicate effectively, both orally and in writing.

• Ability to work independently and in a team environment.

Associate’s Degree in Information Technology or related field, IT certifications, or equivalent

combination of education and work experience. Hands-on experience with the support, installation,

maintenance, or repair of computers that demonstrates the ability to perform the duties of the

position. Employee must live within an hour of Watauga County.