About this role
Provide first-line help desk support for user technical issues across phone, email, and other electronic reporting channels. Diagnose and resolve hardware, software, and network problems, manage ticket documentation/prioritization, and support user accounts and remote access.
Key Responsibilities
- Serve as first point of contact for technical assistance
- Respond to help desk tickets, phone calls, emails, and chat requests
- Diagnose and troubleshoot hardware, software, and network issues
- Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripherals
- Manage ticketing system and appropriately triage/escalate urgent issues
Technical Overview
Support end-user devices and common business applications by troubleshooting hardware, software, and network issues. Use a ticketing workflow and Problem Management database to register problems and record effective solutions, including remote desktop support and user account access management.
Ideal Candidate
The ideal candidate is an entry-level IT support professional with an Associate's degree in a related technical field and hands-on experience troubleshooting hardware, software, and network issues. They are strong at customer service, accurate ticket documentation, and timely triage/escalation while supporting end users with account access, password resets, and remote desktop support.
Must-Have Skills
Responsible for monitoring help desk phonese-mails and other electronic problem reporting mechanismsServes as the first point of contact for users seeking technical assistanceDiagnoses and troubleshoots hardwaresoftwareand network issuesManages the ticketing systemensuring tickets are accurately documentedprioritizedand routed so that urgent and emergency issues receive timely attention
Tools & Platforms
Problem Management databaseticketing systemremote desktopsupport tools
Required Skills
help desk phonesemailticketing systemProblem Management databasehardware troubleshootingsoftware troubleshootingnetwork troubleshootingoperating systemsoffice productivity softwarecommon business applicationsuser account setuppassword resetsaccess managementremote desktopdocumentationcustomer service
Hard Skills
help desk phonesemailticketing systemProblem Management databasecomputer hardware problem resolutionscomputer software problem resolutionsnetwork problem resolutionshardware troubleshootingsoftware troubleshootingnetwork troubleshootinginstalling desktopsconfiguring desktopsmaintaining desktopsinstalling laptopsconfiguring laptopsmaintaining laptopsinstalling mobile devicesconfiguring mobile devicesmaintaining mobile devicesprinter troubleshootinginstalling printersconfiguring printersmaintaining printerssupport for operating systemsoffice productivity software supportcommon business applications supportuser account setuppassword resetsaccess managementremote desktopsupport tools
Soft Skills
customer serviceteam playerself-motivatedwork under minimal guidancework in a constantly demanding environmentdocumentationcommunicationproblem solvingtriaging and escalating requestseducating userswork efficiently in a precise and timely mannerteam collaboration
Keywords for Your Resume
HELP DESK TECHNICIANHelp Desk TechnicianHelpdesk Technicianfirst point of contacthelp desk phonese-mailselectronic problem reporting mechanismscomputer hardwarecomputer softwarenetwork problem resolutionsProblem Management databaseticketing systemtriagingescalatinghardware troubleshootingsoftware troubleshootingnetwork troubleshootingoperating systemsoffice productivity softwareuser account setuppassword resetsaccess managementremote desktop
Deal Breakers
Associate's degree in Computer Science, Electronics or a related field required (or work experience substituting for education), On-site role with no option for remote work
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