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Help Desk Specialist Job Description Template
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Help Desk Specialist Job Description Template

Job Description Template

Help Desk Specialist Description Template

July 16, 2021

Job Description Template For Help Desk Specialist

Looking for a Help Desk Specialist? Look no further; we have created a Free Help Desk Specialist Job Description Template that you can use to efficiently and effectively attract suitable applicants.

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What is a Help Desk Specialist?

A Help Desk Specialist is a professional who provides technical support and assistance to users or clients experiencing issues with hardware, software, or other computer-related problems.

They typically work in an organization’s IT department or as part of a dedicated help desk team, responding to inquiries, troubleshooting issues, and resolving technical problems to ensure smooth and efficient operations.

Related Job Titles for Help Desk Specialist

The Top Help Desk Specialist Skills

Skill Why it's important
Customer Service Skills

To be a good help desk specialist, you must understand that customer service is the main point and skill you must have for this job. You must put users first, and their needs and problems should be your number one priority.
Analytical Skills

Analytical skills are essential to have for this position because you will be helping customers solve a lot of user problems. To help your caller, you must effectively analyze the issue and get to the root of the problem. To do this, you will have to pose questions from a script or your knowledge.

Attention to Detail

A help desk specialist should also pay attention to detail. Since you will be listening to your customers explaining the problem they are having, you must find clues or explore those details to help them solve their issues.
Time Management

Making the most of your time to deliver the maximum of your services is important. This is why time management is crucial. You should be ready to help many clients a day without interruption and with a lot of focus.
Empathy and Patience

Not everyone is empathetic and patient, but this role requires you to be. Sometimes, a customer can’t do what you ask of them correctly, or be frustrated and stressed. Your job is to help them, relieve their stress, and fix their problem. Empathy helps you better connect with the callers and ease their minds knowing they are in good hands.

Help Desk Specialist Job Description Template (Free)

We are looking for a qualified and skilled Help Desk Specialist who can help our customers on time and support our clients. In this position, you will be required to respond to inquiries over the phone or in person, diagnose problems, and find solutions.

You will also be in charge of performing basic computer maintenance, keeping the database updated, and modifying hardware systems. Our ideal candidate is someone with previous customer service experience, who is fast but practical, and who has a high level of communication skills.

Help Desk Specialist Duties & Responsibilities:

  • To solve problems: The job of help desk specialists is to research, analyze, diagnose, and troubleshoot customers’ technology issues during the use of their products.
  • Provide recommendations on solving complex customer service issues: Help desk specialists provide advice on solving customers’ more complex problems.
  • Provide clear and accurate information about services or products their company provides: Customer Service Representatives need to answer questions that come up about a product or service by providing well-researched answers based on the research they have conducted.
  • Prioritize work: Help desk specialists are to prioritize their tasks and complete them promptly
  • Work well with others: Communication is essential for this job position. A help desk specialist should effectively communicate through email, chat services, phone calls, or face-to-face meetings with customers with problems.
  • Help customers identify and solve their problem
  • Keep inventory of equipment and license users
  • Maintain computer systems and software
  • Update customer database
  • Create activity resorts
  • Responsible for upgrades and configurations that need to be done
  • Follow up with the customer
  • Provide feedback and ease problems through

Help Desk Specialist Requirements:

  • High School Diploma or GED
  • Excellent written and oral communication
  • Customer Service Experience
  • Proficiency in desk software and database control
  • Multi-tasking skills
  • Troubleshooting skills
  • Bachelor’s Degree in Computer Science, Communications, or a related field
  • At least two years of work experience in a customer service role.
  • Experience with Microsoft Office Suite (Word and PowerPoint)
  • Experience with help desk software such as Zendesk, Naver Manager or JIRA
  • Knowledge of various computer operating systems and their functions
  • Excellent written communication skills

Accounting Specialist Interview Questrions

Sample Interview Questions for a Help Desk Specialist

Once you gather all the received applications, you can use these sample interview questions for a Help Desk Specialist.

Personal
  1. What is your previous work experience?
  2. How important is good customer service to you?
  3. Have you ever gone the extra mile in your previous jobs?
Human Resources
  1. How would you handle an upset customer?
  2. How would you handle it if a colleague was not following company policies and rules?
  3. What is the definition of good teamwork to you?
Management
  1. How do you manage to do multiple tasks and organize them by priority?
  2. How would you fix a problem connecting with the network?
  3. What happens if your computer does not want to turn on?
Technical Skills and Knowledge
  1. Are you aware of our products and services?
  2. Are you familiar with MS Office?
  3. How would you handle the entire network going down?

What are the Educational Requirements for a Help Desk Specialist?

 

High School Diploma or Equivalent: This serves as the foundational requirement, providing basic knowledge necessary for understanding computer operations and troubleshooting techniques.

Associate’s Degree in Information Technology or Related Field (Optional): While not always mandatory, having an associate’s degree can provide more in-depth knowledge of computer systems and technical support principles, enhancing the candidate’s capabilities.

Relevant Certifications: Industry-recognized certifications such as CompTIA A+ or Network+ validate the candidate’s skills and expertise, making them more attractive to potential employers and increasing their chances of success in the role.

How Much to Pay a Help Desk Specialist when Hiring

Based on the job and the experience, the range will vary quite a bit. Help desk specialists can earn between $24.500 and $68.000 annually.

The median income for this profession is $44.374 meaning $22 per hour.

Percentile 10% 25% 50%
(Median)		 75% 90%
Hourly Wage $12 $18 $22 $25 $33
Annual Wage $24,500 $35,500 $44,374 $51,500 $68.500

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Frequently Asked Questions about Help Desk Specialist

 

What are the main responsibilities of a Help Desk Specialist?

Providing technical support, troubleshooting computer issues, and guiding users through solutions.

What qualifications and skills does a Help Desk Specialist need?

Strong understanding of computer systems, excellent communication skills, and relevant certifications like CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST).

How do Help Desk Specialists contribute to IT operations?

By resolving user issues promptly, minimizing downtime, and offering feedback for system improvement.

What challenges do Help Desk Specialists face, and how do they handle them?

Challenges include managing user frustration, complex technical problems, and high support volumes. They handle these by maintaining patience, using problem-solving skills, and prioritizing tasks effectively.

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