One of the most important jobs in the world is that of an IT help desk technician or associate, as everything is dependent on information technology.
Typically, it is the job of an IT help desk associate to provide assistance to users, especially when they face a technical issue.
Their main work is to ensure that problems are solved, and that downtime is minimized.
To be considered eligible to work as an IT help desk technician, one has to possess a degree in information technology.
Previous work experience serves to help one in obtaining a job.
Specifically, the following are the job responsibilities of an IT help desk associate:
IT Help Desk Job Duties for Resume
• Engage clients in conversation to determine specific problems and issues that they are facing.
• Query clients to figure out the information technology problem at hand.
• Provide clients with information on possible hardware and software issues.
• Assist clients in comprehending the need for installation of software or hardware to counter issues.
• Respond to queries over the telephone, and through complaint tickets.
• Install software and hardware on clients’ systems.
• Perform remote troubleshooting activities to ensure minimum downtime for remote users.
• Record events and problems, and ensure resolutions are also provided.
• Set up accounts for new users, and assist them in understanding their use.
• Guide clients through different steps in order to help them resolve issues.
• Run diagnostic programs to determine the gravity of issues.
• Install and maintain antimalware and antivirus programs.
• Perform preventative maintenance on computers, such as hardware and software cleaning.
• Write training and user manuals to help clients understand processes without human intervention.
• Follow up with clients to ensure that provided solutions have been effective in the long run.
• Suggest IT products and services that clients may want to use.
• Install peripheral devices such as printers and scanners.
• Redirect clients to other resources in cases of low efficacy of provided resolution.
• Train users to use hardware and software in accordance with their specific requirements.
• Escalate situations that need immediate attention to the next levels of IT support.