Typical Help Desk Support Responsibilities
The day-to-day tasks of a help desk support team vary depending on the needs of the users or systems on a given day. Help desk support personnel can plan for upgrades, updates, and maintenance tasks, but there will always be unexpected issues that arise in a given day. That being said, many in help desk support find themselves acting as the first point of contact when a user is facing hardware, software, or system issues. Many teams work within a ticketing system, so that each member of the help desk team will have a variety of tickets to address and close out each day in addition to their maintenance tasks. While the nature of their role is more technically based, it is important for help desk support specialists to have a tolerant and patient disposition, with strong communication skills to put frustrated users at ease. With many tasks to oversee, in general help desk support will be responsible to:
- Monitor and respond quickly to incoming requests relate to IT issues.
- Maintain computer systems and act as support if any system goes down.
- Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).
- Maintain user PCs, including upgrades and configuration as needed.
- Assist with onboarding of new users.
- Keep inventory of all equipment, software, and license users.
- Install, configure, and upgrade PC software.
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