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How to Write a Help Desk Technician Job Description Sample

Edited by Indeed Employer Content Team
Last updated October 8, 2025
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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4 min read

A Help Desk Technician, or Support Technician, assists clients with any issues involving their computer hardware, communications software, or computer applications. Their duties include responding to customers, determining the cause of computing issues, and fixing technical problems.

What does a Help Desk Technician do?

A Help Desk Technician provides technical support for clients experiencing computer issues. Help Desk Technicians are often the first point of contact for customers. They respond to customers by phone, remotely, or in person. Their job involves asking questions to determine how they can best solve a customer’s problems using resources and technical knowledge.

Help Desk Technicians are typically employees of information technology units, call centres, and technical support companies. Some Help Desk Technicians may be self-employed, working as freelance contractors to assist and businesses who need help desk support.

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Help Desk Technician Job Description Examples:

Example 1

At CloudOrbis we are seeking a highly motivated and skilled IT Help Desk Technician to join our team. As a Level 1 IT Help Desk Technician, you will be responsible for providing technical support to our clients. You will be the first point of contact for clients seeking technical assistance and will be responsible for resolving basic technical issues.

Responsibilities:
  • Serve as the first point of contact for clients seeking technical assistance over the phone or email.
  • Perform remote troubleshooting
  • Determine the best solution based on the issue and details provided by clients.
  • Walk clients 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 tickets.
  • Follow-up and update client on ticket status.
  • Pass on any feedback or suggestions by clients to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.

Requirements:
  • Proven experience as a help desk technician or in 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.
  • Diploma in IT, Computer Science, or relevant field.

Job Types: Full-time, Permanent

Pay: $40,000.00-$45,000.00 per year

Benefits:
  • Casual dress
  • Company events
  • Dental care
  • Extended health care
  • On-site parking
  • Paid time off
Flexible Language Requirement:
  • French not required
Schedule:
  • 8 hour shift
  • Monday to Friday
  • No weekends



Application question(s):
  • Are you local to the Halton or Peel Region?

Language:
  • English (required)

Licence/Certification:
  • Driving Licence (required)
  • CompTIA A+ or Network+ Certification (preferred)


Work Location: In deadline: 2024-05-31

Example 2

Devantec is an Atlantic Canadian Leader in IT, Security and Communications solutions. We are growing and are looking to add an experienced IT Professional to join our awesome team.

The IT Help Desk Technician will follow established processes for monitoring, escalation, tracking and follow-up on any reported problems. Collaborate with other members of the department on more complex support issues and projects. Provide training, repair advice and support to users in the areas of installation, configuration and end-user problem resolution. The IT Help Desk Technician will travel to client sites as needed to resolve issues or implement new hardware. This position reports to our IT Manager.

Key Responsibilities
  • Responding to support phone calls, emails, and support tickets from customers
  • Provide telephone and on-line support for remote users working with Windows OS, MS Office, Office 365 cloud and MAC OS.
  • Onsite client support as required for the delivery of service to said client
  • Analyze and determine service priorities, plan daily schedule, investigate user complaints, troubleshoot and resolve system/hardware/software problems.
  • Contribute to and maintain user and technical systems documentation library.
  • Build and maintain high quality customer relationships through consistently demonstrating a high level of professional service and demeanor.
  • Remain current and up to date in job knowledge through professional development opportunities, reading related publications and communications etc.
  • Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner
  • Maintains a high degree of customer service for all support queries and adhere to all service management principles
  • Documents and conducts system monitoring/reporting on hardware, software, phone system and network resources and data centre operations to ensure a high level of availability, performance, security and integrity
  • Provides resolution of basic security related issues such as malware detection, password reset.
  • Participates in disaster recovery activities and special projects as required
  • Maintains and protects confidentiality with regards to all aspects of client information

Minimum Qualifications

· Diploma or Bachelors Degree in Information Technology

· At least 1 year experience in the related field

If you are a highly motivated team player who can quickly adapt to changes in a face paced environment, we want to talk to you.

Job Type: Full-time

Salary: $40,000.00-$50,000.00 per year

Benefits:
  • Dental care
  • Extended health care
  • Work from home
Schedule:
  • 8 hour shift

Application deadline: start date: 2022-06-27

Example 3

Job Description

The Help Desk Technician is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Basic Functions

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise.

Job Types: Full-time, Permanent

Salary: $45,000.00-$60,000.00 per year

Benefits:
  • Dental care
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Profit sharing
  • Store discount
  • Tuition reimbursement
  • Vision care
  • Work from home
Schedule:
  • 8 hour shift
  • Day shift
  • Monday to Friday
  • On call
Supplemental pay types:
  • Bonus pay

COVID-19 considerations:
We are following the provincial guidelines. We do allow work from home but do expect a new hire to be in the office for the first several months.

Ability to commute/relocate:
  • Calgary, AB: reliably commute or plan to relocate before starting work (required)

Language:
  • English (required)

Licence/Certification:
  • Drivers License (required)

Shift availability:
  • Day Shift deadline: 2023-01-01

Example 4

Position: IT & Help Desk Technician – Full Time

Start Date: ASAP

Hours: 40 hrs per week (Afternoon/Evening Shift)

Salary: Starting at $47,500 - $58,000/year

Vacation: 2 weeks paid after 6 months

Benefits: Great benefits package and bonuses

DO YOU LOVE Solving Technical Problems AND ENJOY Helping OTHER Businesses TO Succeed? JOIN OUR Exciting Working Environment WHERE YOU'RE Empowered TO Succeed!

Company Description: Control Play is a tech company in London Ontario which develops custom entertainment products, specializing in music and music-videos for Bars, Restaurants, Bowling Centers, and Theme Parks throughout North America.

Job Description: We are growing again and looking for a highly organized, results-driven, technical support specialist to join our Technical Support Team based at our office in London. Hybrid workplace model. Shifts available are afternoon and evening to 2am. Must be flexible to swap shifts if needed. We are open to interviews with entry level candidates as well as experienced professionals.

Responsibilities and Duties:

  • Servicing and supporting current subscriber base of over 5,000 businesses
  • Building Computer systems and shipping
  • Technical systems maintenance, expansion and administration
  • Supporting networks, hardware, and software
  • Audio and Video troubleshooting

The candidate must be an organized individual who excels with procedures, task lists and follow-up. Must have a healthy aptitude, be a quick learner and thrive on exceeding expectations. Ability to work weekends and occasional extended hours, will be required.

Qualifications and Skills:

  • Friendly customer service. Must be out-going, and have exceptionally good telephone manner.
  • Ability to accurately and consistently execute documented procedures and policies.
  • Computer troubleshooting, including an in-depth knowledge of Microsoft Windows based client operating systems.
  • Experience with audio/video equipment is an asset.
  • Internet and networking understanding. Knowledge in Internet streaming technologies is an asset but not required.
  • Additional programming or IT abilities would be beneficial but are not required.

Benefits:

  • Vacation & paid time off
  • Casual dress
  • On-site parking
  • Extended health care
  • Dental care
  • Vision care

Job Types: Full-time, Permanent

Salary: $47,500.00-$58,000.00 per year

Benefits:
  • Casual dress
  • Dental care
  • Extended health care
  • On-site parking
  • Paid time off
  • Vision care
  • Work from home
Schedule:
  • 8 hour shift
  • Day shift
  • Night shift
  • Weekend availability



Experience:
  • IT support: 1 year (preferred)

Shift availability:
  • Day Shift (required)
  • Night Shift Location: Hybrid remote in London, ON

Example 5

IT Professional Services/HELP DESK Technician, Level 3 – Apogee IT Services, Toronto, ON

Complete IT service isn’t just about technology. It means we show up on time. We do what we say we’re going to do. We finish what we start. We say please and thank you. Our core values are centred around doing business the right way.

Apogee IT Services has a proven process for providing Managed Services. We are looking for a motivated IT professional interested in providing technical field and professional services to our clients here in Toronto, and potentially to clients with our Pittsburgh and Boston offices.

As a member of the team, you will be working with various departments within Apogee to fulfil the solutions being proposed to our clients, existing and new alike.

Key Responsibilities:

· Work with a team to implement projects ranging from desktop migrations to network upgrades to server refreshes

· Work on multiple projects simultaneously

· Set and be able to meet all milestones agreed upon by the client and the PMO

· Assist with post installation support

· Work occasional evenings and weekends, as required

· Convert non-technical work plans to technical scopes that are easy to follow

· Document and communicate all changes to appropriate parties, as required

· On-site visits to clients across the Greater Toronto Area to provide technical support

· Provide preventative and proactive maintenance for clients (on-site and remote)

· Assist with help desk duties

Key Qualifications:

· Demonstrated ability of documenting trouble tickets, processes, procedures

· Must possess a valid Province of Ontario Class "G" Driver's License and a clean driving record

· Excellent customer service and communication skills

· Independent problem-solving and self-directed, requiring minimal daily supervision

· Minimum 2 years Windows Systems Administrator (Server/Active Directory) experience

· Working knowledge of managing file/print services

· Working knowledge of routing, switching and firewalls

· Working knowledge of cloud technologies is an asset

· Supporting SharePoint online experience would be an asset

· Must be able to legally work in Canada

· Some travel to our other offices might be required (up to 10% per year)

Education:

· Preferred candidates will have Microsoft certifications (MCSA, MCSE) or other industry relevant certifications

BONUS: MSP experience!

Apogee IT Services Canada provided the following inclusive hiring information:

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Accommodation will be provided in all parts of the hiring process as required. Applicants need to make their needs known in advance.

Job Types: Full-time, Permanent

Salary: $60,000.00-$75,000.00 per year

Benefits:
  • Dental care
  • Extended health care
  • Paid time off
  • RRSP match
  • Tuition reimbursement
  • Vision care
Schedule:
  • 8 hour shift
  • Monday to Friday

COVID-19 considerations:
Must be double vaccinated. Proof will be required on offer.



Experience:
  • MSP: 2 years Location: Hybrid remote in North York, ON

Example 6

Title: Help Desk Technician

Reports to:IT Director

Based at: Mucci International Marketing Inc., Kingsville, ON

Type of Employment: Full-Time, permanent, 5-days a week; and additional hours depending on workload and priorities.

Job Responsibilities and Accountabilities:

  • Serve as the first point of contact for end users and provide technical assistance for incoming queries and issues related to computer systems, software, and hardware
  • Troubleshoot to determine the best solution based on the issue and details provided by the end user
  • Guide end users through problem-solving process
  • Install, modify, and repair computer hardware and software
  • Escalate unresolved issues to the next level of support personnel when necessary
  • Follow up with end users to ensure their issue has been resolved
  • Gain feedback from end users about computer usage
  • Document issues and ensure all solutions are logged and organized appropriately
  • Provide accurate information on IT products or services
  • Identify and suggest possible improvements on procedures
  • Develop training manuals and SOP’s
  • Provide effective and efficient customer service while training end users

Knowledge, Skills and Abilities:

  • College Diploma/University Degree in related field
  • Minimum 1-2 years’ experience in an IT setting
  • Experience in a Help Desk setting considered an asset
  • CompTIA A+/Network+ considered an asset
  • Organizational, verbal and written communication skills a must
  • Ability to work independently and with minimal supervision.
  • Attention to detail and ability to multi-task is a must

Physical Abilities:

  • Must be able to sit and/or stand for extended periods of time.
  • Must be able to deal with challenging employees and/or situations.

Job Requirements:The incumbent will be committed to customer service excellence and leading by example. A positive attitude in the workplace is required as is the ability to adhere to all human resources, operational and food and health safety policies and procedures.

Note: this description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined and other duties may be assigned.

Mucci Farms welcomes and encourages applications with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require a specific accommodation due to a disability or documented medical need, please contact the Human Resource Department so that arrangements can be made for the appropriate accommodation. Mucci Farms is achieving a culture and work environment that is supportive of employees with disabilities and promotes dignity, independence, integration, and equal opportunity.

#ind

Job Types: Full-time, Permanent

Benefits:
  • Dental care
  • Extended health care
  • Life insurance
  • On-site parking
  • RRSP match
  • Vision care
Schedule:
  • 8 hour shift
  • Monday to Friday

Ability to commute/relocate:
  • Kingsville, ON: reliably commute or plan to relocate before starting work (required)

Education:
  • Secondary School (required)

Experience:
  • IT support: 2 years Location: One location

Example 7

Who We Are:

Established in 1986, Ground Effects has grown to become a multi-faceted supplier of interior and exterior accessory components for the automotive industry. We are a global company, headquartered in Windsor, Ontario.

At GFX, we have created a culture that values long-standing employees and excellence in everything we do. Employees can expect to be a part of a great team that values safety and quality.

Ground Effects is looking for a Help Desk Technicianto join our team in Windsor, Ontario. Our ideal candidate is a self-motivated team player with good communication and organizational skills and would be responsible for, but not limited to, the following:

Requirements:

  • Graduate of a College program preferably in Information Systems or equivalent.
  • One to Two years’ experience supporting computers in a networked environment.
  • Excellent troubleshooting capability.
  • Previous successful customer service experience.
  • Sound judgment and decision-making skills.
  • Demonstrate flexibility and embrace change.
  • Strong analytical, technical, problem solving and organizational skills.
  • Must be process and procedure oriented.
  • Strong written and oral communication skills.
  • Must have flexibility in scheduling to meet changing call volume levels.
  • Must be able to communicate technical information to customers in a non-technical manner.
  • Strong knowledge of and/or experience supporting Windows and MS Office products.
  • Technical training in Information Systems.
  • Experience with current desktop and server operating systems (Linux knowledge would be an asset).
  • Experience with desktop productivity applications and Lotus Notes would be an asset.
  • Must have and maintain a valid driver's licence.
  • Working knowledge of business printing systems.
  • Related industry specific certifications.

Responsibilities:
  • To provide level 1 and some level 2 support on issues within production/manufacturing and office environments.
  • Address and triage issues as they come into the department and address based on priority status.
  • Perform installation and maintenance on IT related equipment to ensure ideal uptime of each item.
  • Organize, coordinate, and follow through to completion IT-related activities to support upgrades, expansions, replacements. An example of this is coordinating network drops on plant floor.
  • Perform document and change management to ensure all key stakeholders have pertinent and up to date information. Keep ticketing system up to date ensuring time is captured and tickets are properly managed to ensure KPI’s are properly measured.
  • Manage all software and hardware access and support of central business systems.
  • Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system.
  • Troubleshoot hardware, software and network related issues.
  • Provide restorative or maintenance actions to resolve end-user issues.
  • Assist with defining and documenting knowledge base articles.
  • Assist with special project work as needed.
  • Will escalate problems to the next level of support when necessary.
  • Consistently meet or exceed required performance criteria.
  • May be required to work shift work to support 24-hour operations.
  • Will be required to be available on-call.
  • Other duties or special projects as assigned.

Are you ready to COME GROW WITH US?!

Apply today! For more information, please visit our website at [website]

Only the selected candidates will receive a response. Thank you for your interest in our organization!

Ground Effects Ltd. is an equal opportunity employer. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection Types: Full-time, Permanent

Example 8

Field Technician /Help Desk Analyst for GTA
Job Description
  • Are you the kind of person who as a kid took apart computers to see how they work?
  • Does helping people make you feel great?
  • Do you enjoy variety in your work week where you have the possibility to work at the help desk and in the field?

If you answered yes to all of the above, we want to talk to you!

We are looking for an enthusiastic, customer focused, Field Technical Support Analyst to join our team.

About BlueBird …

BlueBird is a fast-growing IT support company specializing in health care IT. We are a Growth 500 company and rapidly expanding across Canada. Our clients range from single physician offices up to hospitals, Health Care Software vendors and everything in between. For motivated individuals, our rapid growth offers the opportunity for learning, growth, and career advancement. We also offer a competitive compensation package as well as dental and medical benefits.

About the position . . .

This is a position where you will work mostly in the field as a technician and at the help desk when not on assignments.

We're on the lookout for a versatile IT professional to fill a critical hybrid role that merges on-site technical support with help desk operations. Ideal for those who excel in dynamic settings, this position offers a blend of direct client service and remote troubleshooting, ensuring broad exposure and continuous learning.

In the Field: You will be our frontline, providing essential on-site support that includes assessments, installations, upgrades, repairs, and troubleshooting of complex IT infrastructures. A proactive and client-focused approach is essential for success.

On the Help Desk: Joining our help desk team, you'll address client IT issues via email, phone, or our client portal. Your ability to understand, communicate, and resolve technical challenges will play a crucial role in maintaining our reputation for exceptional client service.

The Nitty Gritty . . .

On-Site Duties:

Basic to advanced setup and configuration of network equipment including modems, routers, and switches.
  • Perform on-site repairs, installations, and client onboarding.
  • Expertise in the installation and setup of IT hardware in a networked environment
  • Document actions and solutions accurately and timely in our CRM system.
  • Manage client expectations and maintain cleanliness post-project.
  • Communicate with client prior and during the installation of work plan and results

Help Desk Duties:

Provide prompt, efficient help desk support as needed.
  • Follow our structured call flow for quick issue identification, resolution, or escalation.
  • Remain actively engaged with all BlueBird communication channels.
  • Flexibly manage tickets, including reassignments during transitions between roles.

We're Looking for Someone With: A minimum of 4 years in IT help desk or technical support roles.
  • Certifications such as ITIL v3 Foundation, A+, Network+, or Sec+ are advantageous.
  • A college degree in Computer Science.
  • Outstanding communication and interpersonal skills.
  • Fluent in English, with strong documentation skills.
  • The ability to multitask, organize, and solve problems efficiently.
  • A readiness to learn, take responsibility, and maintain professionalism.
  • Access to a reliable vehicle, a clean driving record, and a valid Ontario driving license.

Technical Proficiencies and Desired Knowledge

Due the practical and hands-on aspects of the position, degrees in Network Administration, or even specialized programs in System Administration are more desirable. We are looking for applicant who have:
  • Advanced knowledge in networking, including setup, configuration, and troubleshooting of modems, routers, and switches.
  • Experience with routing, switching, and connectivity issues.
  • Familiarity with firewalls, Windows and Mac systems, printers, and server management.

Bonus: Experience or knowledge of FortiGate, N-central, and ConnectWise, MS 365 Administration

Duties are indicative only and may change as business requirements demand.

Job Types: Full-time, Permanent

Pay: From $24.00 per hour

Benefits:
  • Dental care
  • Extended health care
Schedule:
  • Monday to Friday
Supplemental pay types:
  • Bonus pay



Experience:
  • IT Solutions/Help Desk: 2 years (required)
  • Field Tech IT: 2 years (required)
  • Onsite Troubleshooting IT networks: 2 years (required)

Licence/Certification:
  • Driving Licence Location: On the road

Example 9

Title:Help Desk Support & Client Relationship Associate

Reports To:Automation & Software Development Manager

Summary

Help Desk Support & Client Relationship is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations, electronics and electrical systems and will be responsible for service excellence in all dealings with existing clients, as well as prospects. Major accountabilities will include client servicing, completion and follow-up on client communication and documentation.

This will be accomplished by performing question/problem diagnoses, guiding users through issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. Help Desk Support is also responsible for recording problems/solutions within the help desk call-tracking system.

Core Competencies

  • Customer Focus
  • Communication
  • Energy & Stress
  • Team Work
  • Quality Orientation
  • Problem Solving
  • Accountability and Dependability
  • Operating Equipment
  • Ethics and Integrity

Job Duties

  • Resolve end-user IT issues, such as custom software questions, PC hardware problems, Internet connectivity, configurations, and so on.

· Responsible for documentation accuracy and follow up, when required, and collating reports as directed.

  • Resolve electronic and electrical issues associated with TMS custom built hardware and other related hardware.
  • Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
  • Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
  • Perform in-person, on-site repairs of TMS supplied electronic hardware.
  • Diagnose and resolve minor network issues (e.g. LAN access).
  • Recognize and escalate deeper and more complex issues to senior support technicians.
  • Assist PC and network technicians by troubleshooting software, hardware, and network issues.
  • Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process.
  • Prioritize work orders/help desk tickets according to severity.
  • Attend and/or conduct training sessions for end users; create training materials for end users (e.g. FAQ sheets).
  • Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
  • Always maintain a high degree of professionalism, courteousness, and friendliness.

Requirements

  • Excellent customer service skills required. Ability to listen to and deliver customers’ needs. Timely follow up. Excellent phone etiquette and presentation skills. Able to foster and maintain excellent relationships with clients, service technicians, internal staff and other key stakeholders.
  • Able to multi-task, prioritize and meet tight deadlines. Should be comfortable working in a fast-paced environment and detail oriented. Various key responsibilities require strong time management skills; strong ability to manage various documents is required.

· Minimum 3-5 years within a support capacity and dealing with several clients and stakeholders.

  • CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification preferred.
  • Ability to diagnose problems, perform repairs on IT assets, and provide support for a wide range of applications.
  • Experience with computer hardware.
  • Experience with electronics troubleshooting (DC and AC troubleshooting)
  • Experience with Windows and Office software.
  • Able to quickly analyze issues and determine best course of action using available resources.
  • Sound judgment to escalate issues to senior members within the help desk organization.
  • Excellent written, oral, and telephone communication skills.
  • Able to communicate in user-friendly language.
  • Exceptional multi-tasking abilities and prioritization skills.
  • Strong customer service mindset.
  • Team player able to work under pressure.
  • Bilingual (English and French) an asset

Working Conditions

  • Scheduled on call support shifts (after hours and weekends)
  • Some travel may be required.

Job Types: Full-time, Permanent

Benefits:
  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • Vision care
Schedule:
  • 8 hour shift
  • On call



Experience:
  • Help desk: 3 years (preferred)

Language:
  • French Location: In person
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Help Desk Technician duties and responsibilities

A Help Desk Technician balances several tasks, with primary duties and responsibilities including:

  • Managing help desk tickets
  • Providing solutions and advice on technical issues
  • Creating manuals for technical training
  • Using feedback from customers to improve problem-solving techniques and customer service
  • Responding to texts, emails, and calls on technical issues
  • Documenting and analyzing technical issues and customer interactions
  • Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues

Help Desk Technician skills and qualifications

A Help Desk Technician provides professional technical support by communicating clearly and positively with clients. A successful candidate needs both hard and soft skills to perform their duties. Some important skills and qualifications of a Help Desk Technician include:

  • Excellent interpersonal and customer service skills
  • Problem-solving and critical-thinking skills
  • Excellent written and verbal communication skills
  • Ability to quickly diagnose and resolve technical issues
  • Exceptional teamwork and leadership skills to help other technical support workers
  • Ability to learn new technologies and implement them

Help Desk Technician experience requirements

Help Desk Technicians need work experience to solve various technical issues and carry out other duties effectively. When going through resumes, look for applicants with at least two years of experience as a Help Desk Technician or those who have experience at related positions in call centres, customer service, or IT.

Help Desk Technicians must be familiar with various computers and operating systems such as Linux, Windows, and macOS. They must also know how to use software management tools and techniques and be familiar with troubleshooting techniques. Other experience requirements depend on your company’s needs and industry.

Help Desk Technician education and training requirements

Help Desk Technicians can typically be successful with a high school diploma or GED. However, candidates with a college degree in computer science, network administration, or computer programming are typically preferred. Additional training certificates in information technology infrastructure, network administration, and computer repair are beneficial for a Help Desk Technician.

A CompTIA A+ certificate is also acceptable as it provides applicants with knowledge of operating systems, software, and security. Help Desk Technicians can also earn a Microsoft Certified Professional (MCP) designation. Other education and training requirements vary based on your hiring organization’s needs.

Help Desk Technician salary expectations

According to Indeed Salaries, the average salary of a Help Desk Technician in Canada is $46,557 per year. This can very depending on location, experience, and the hiring company.

Job description samples for similar positions

If a Help Desk Technician job description isn’t what you are looking for, related job descriptions include:

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Download our free step-by-step guide on encouraging healthy risk-taking
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Help Desk Technician job description FAQS

Two chefs, one wearing a red headband, review a laptop and take notes at a wooden table in a kitchen setting.

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Job Description Examples

Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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