Help Desk Support Job Description and Skills

Updated on: June 11, 2024

Job Overview

We are looking for a competent Help Desk Support professional to provide fast and useful technical assistance on computer systems.

You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help Desk Support technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.


  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements in procedures.

Requirements and Skills

  • Proven experience as a Help Desk Support Technician or other customer support role.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in English.
  • Excellent communication skills.
  • Customer-oriented and cool-tempered.
  • Strong troubleshooting and multi-tasking skills.
  • Familiarity with remote desktop applications.
  • BSc/BA in IT, Computer Science or relevant field.
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Preferred Skills

  • Experience with network management and help desk software
  • Knowledge of relevant software applications and programming languages
  • Ability to learn new technology quickly
  • Proactive in identifying and resolving technical issues

We are looking for someone with a passion for technology and helping people, who is patient and able to handle challenging situations effectively.


  • Competitive salary
  • Health, dental, and vision insurance
  • Paid time off
  • Opportunity for professional growth and development
  • Collaborative and supportive work environment

If you meet the above qualifications and are committed to delivering high-quality support, we encourage you to apply for this rewarding position.

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