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Help Desk Technician Job Description

Job Title: Help Desk Technician

Overview/Summary of the Role: The Help Desk Technician is responsible for providing technical assistance and support to end-users regarding software, hardware, and computer systems. They respond to inquiries and resolve technical issues, ensuring that all IT problems are resolved or escalated in a timely and efficient manner.

Responsibilities and Duties:

- To provide frontline support to end-users, identifying and troubleshooting technical issues with software or hardware.
- To respond to inquiries and requests for assistance and provide assistance to end-users in a timely and efficient manner.
- To assess and prioritize IT incidents and service requests, making sure to adhere to to Service Level Agreements (SLAs).
- To escalate complex or unresolved issues to higher-level support teams, ensuring that issues are followed-up until they are resolved.
- To maintain accurate and up-to-date records of all service requests, incident reports, and follow-up activities in the IT Service Management system.
- To assist in the testing of new software applications, systems or hardware as directed by senior IT staff to ensure readiness for deployment to end-users.
- To provide support, guidance and training to end-users on the effective usage of computer systems, software and hardware.

Qualifications and Skills:

Hard Skills:
- Proficient in Microsoft Office Suites, including Outlook, Word, Excel, and PowerPoint.
- Experience with Active Directory and Windows Operating Systems, including Windows 7,8 and 10.
- Knowledge of computer hardware, printers, scanners and mobile devices.
- Familiarity with remote desktop tools and troubleshooting connectivity issues.
- Knowledge of IT Service Management software is an advantage.

Soft Skills:
- Good analytical and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced environment, handle high-stress situations, and multi-task efficiently.
- Excellent customer service skills and commitment to providing customer satisfaction.
- Ability to work independently or as part of a team.

Education and Experience:

- A Bachelor's degree or a diploma in Computer Science, Information Technology, or a related field.
- A minimum of 1-2 years of experience in a technical support role.

- IT industry certification/training such as CompTIA A+, ITIL Foundation, or Microsoft Desktop Support Technician.
- Experience with IT Service Management processes such as Incident Management, Problem Management, and Change Management.

Licensing (if applicable):

In general, a Help Desk Technician does not require any specific licensing or certification. However, some employers may prefer candidates with certifications such as CompTIA A+ Certification, Microsoft Certified Desktop Support Technician (MCDST), or HDI Support Center Analyst (HDI-SCA) certification.

Typical Employers:

Help Desk Technicians can find employment opportunities in various industries such as healthcare, finance, technology, education, and government. Some common employers include IT service providers, software companies, call centers, and in-house IT departments of organizations.

Work Environment:

Help Desk Technicians usually work in office or call center environments, but with the rise of remote work, they may also work from home. They may work full-time or part-time, and some positions may require shift work to provide 24/7 support to customers or employees.

Career Pathways:

To become a Help Desk Technician, employers usually require a high school diploma or equivalent, along with relevant experience in IT support or customer service. Advancement opportunities can include becoming a Senior Help Desk Technician or progressing to other IT roles such as Network Administrator, IT Manager, or System Administrator.

Job Growth Trend:

According to the U.S Bureau of Labor Statistics, the employment of Computer Support Specialists, including Help Desk Technicians, is projected to grow by 8% from 2019 to 2029. The growth of technology and the increasing reliance on computers in various sectors are expected to drive demand for IT support services globally.

Career Satisfaction:

Many Help Desk Technicians find their work to be challenging and rewarding. They enjoy using their technical expertise to solve problems and help customers. However, the job can also be stressful and require a lot of patience when dealing with difficult customers. Overall, the career satisfaction for Help Desk Technicians can be high if they enjoy problem-solving and helping others.

Related Job Positions:

Some related job positions include Technical Support Specialist, IT Support Technician, Network Administrator, and Systems Administrator.

Connected People:

Help Desk Technicians typically interact with customers or end-users who are experiencing technical issues. They may also work closely with other IT professionals, such as Network Administrators and Systems Administrators, to troubleshoot complex issues.

Average Salary:

In the USA, the average salary for a Help Desk Technician is $42,000 per year. In the UK, the average salary is £21,000 per year. In Germany, the average salary is €34,000 per year. In India, the average salary is Rs 2,60,000 per year. In Brazil, the average salary is R$ 31,000 per year.

Benefits Package:

Help Desk Technicians may receive benefits such as health insurance, retirement plans, paid time off, and tuition reimbursement. These benefits can vary depending on the employer.

Schedule and Hours Required:

Help Desk Technicians may work a variety of shifts, including weekends and holidays. They may work full-time or part-time, depending on the needs of the employer. Additionally, some Help Desk Technicians may be required to work on-call or after-hours to address urgent technical issues.

Level of Autonomy:
A Help Desk Technician typically works under the supervision of a Help Desk or IT manager. They may have some autonomy in resolving common IT issues but often follow a set of procedures and protocols provided by the company. As they gain experience and expertise, their level of autonomy may increase.

Opportunities for Professional Development and Advancement:
Help Desk Technicians have opportunities for professional development and advancement. They may receive training and certifications in different IT areas, such as networking, security, or programming. They can also explore career paths in IT management or other specialized roles.

Specialized Skills or Knowledge Required:
Help Desk Technicians require basic knowledge of computer hardware and software, operating systems, networking protocols, and troubleshooting methods. They should have good analytical and problem-solving skills and be able to communicate technical information clearly to users with varying levels of technical knowledge.

Physical Demands:
Help Desk Technicians typically work in an office setting and may spend a significant amount of time sitting at a desk using a computer. They may need to perform basic maintenance on computer equipment, which could require lifting and moving devices.

Tools and Technologies Used:
Help Desk Technicians use a variety of tools and technologies to provide technical support to end-users. These include remote support software, ticket tracking systems, system monitoring tools, and network management software. They may also use basic hardware tools to perform computer maintenance and repair tasks.

Work Style:
A Help Desk Technician must have excellent problem-solving skills, be detail-oriented and have the ability to multitask. They must also have good communication and customer service skills. They must be able to work under pressure, prioritize responsibilities, and work independently with minimal supervision. Help desk technicians may also need to keep up with industry trends and technologies.

Working Conditions:
Help Desk Technicians typically work in an office or call center environment. They may be required to work odd hours, including evenings, weekends or holidays, depending on business needs.

Team Size and Structure:
Help Desk Technicians often work in a team environment, either alongside other Help Desk Technicians, or in collaboration with other IT teams. The size of the team can vary depending on the organization's size and IT needs.

Collaboration and Communication Requirements:
Help Desk Technicians must have excellent communication skills and the ability to work collaboratively with other IT teams. They must be able to provide clear and concise instructions to non-technical users who are experiencing technical difficulties.

Cultural Fit and Company Values:
A successful Help Desk Technician must align with the company’s core values and work culture. They must be passionate about providing high-quality customer service, be willing to continuously learn and improve, and have a strong work ethic. Additionally, they must maintain a positive and professional attitude while engaging with customers, other IT teams, and management.