# Help Desk Technician

*/JobTypes/Help_Desk_Technician*

## Neighborhood

### Parent

- [Computer Support Specialists](/Occupations/Computer_Support_Specialists) — parent · Occupations

### Siblings

- [Hardware Repair Technician](/JobTypes/Hardware_Repair_Technician) — siblings · JobTypes

### Related (delivered by)

- [Ticket Documentation](/Processes/Ticket_Documentation) — delivered by · Processes
- [Technical Support and Helpdesk](/Processes/Technical_Support_and_Helpdesk) — delivered by · Processes
- [Confer with network users about solutions to existing system problems.](/Tasks/Confer_with_network_users_about_solutions_to_existing_system_problems.) — delivered by · Tasks
- [Provide technical support for computer network issues.](/Activities/Provide_technical_support_for_computer_network_issues.) — delivered by · Activities
- [Communicate with system users to ensure accounts are set up properly or to diagnose and solve operat...](/Tasks/Communicate_with_system_users_to_ensure_accounts_are_set_up_properly_or_to_diagnose_and_solve_operat...) — delivered by · Tasks
- [Document user support activity, such as system problems, corrective actions, resolution status, and ...](/Tasks/Document_user_support_activity,_such_as_system_problems,_corrective_actions,_resolution_status,_and_...) — delivered by · Tasks
- [Manage user access to systems and equipment through account management and password administration.](/Tasks/Manage_user_access_to_systems_and_equipment_through_account_management_and_password_administration.) — delivered by · Tasks
- [Provide users with technical support for computer problems.](/Tasks/Provide_users_with_technical_support_for_computer_problems.) — delivered by · Tasks
- [Provide user support by diagnosing network and device problems and implementing technical or procedu...](/Tasks/Provide_user_support_by_diagnosing_network_and_device_problems_and_implementing_technical_or_procedu...) — delivered by · Tasks
- [Provide technical and non-technical support and services to clients or other staff members regarding...](/Tasks/Provide_technical_and_non-technical_support_and_services_to_clients_or_other_staff_members_regarding...) — delivered by · Tasks
- [Refer major hardware or software problems or defective products to vendors or technicians for servic...](/Tasks/Refer_major_hardware_or_software_problems_or_defective_products_to_vendors_or_technicians_for_servic...) — delivered by · Tasks
- [Install and perform minor repairs to hardware, software, or peripheral equipment, following design o...](/Tasks/Install_and_perform_minor_repairs_to_hardware,_software,_or_peripheral_equipment,_following_design_o...) — delivered by · Tasks
- [Troubleshoot network or connectivity problems for users or user groups.](/Tasks/Troubleshoot_network_or_connectivity_problems_for_users_or_user_groups.) — delivered by · Tasks
- [Troubleshoot issues with computer applications or systems.](/Activities/Troubleshoot_issues_with_computer_applications_or_systems.) — delivered by · Activities
- [Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolv...](/Tasks/Read_technical_manuals,_confer_with_users,_or_conduct_computer_diagnostics_to_investigate_and_resolv...) — delivered by · Tasks
- [Provide technical support to computer users for installation and use of security products.](/Tasks/Provide_technical_support_to_computer_users_for_installation_and_use_of_security_products.) — delivered by · Tasks
- [Maintain hardware and software, including computers, media equipment, scanners, color copiers, and c...](/Tasks/Maintain_hardware_and_software,_including_computers,_media_equipment,_scanners,_color_copiers,_and_c...) — delivered by · Tasks
- [Document network support activities.](/Tasks/Document_network_support_activities.) — delivered by · Tasks
- [Confer with users to analyze, configure, or troubleshoot applications.](/Tasks/Confer_with_users_to_analyze,_configure,_or_troubleshoot_applications.) — delivered by · Tasks
- [Consult with end users regarding problems in accessing electronic content.](/Tasks/Consult_with_end_users_regarding_problems_in_accessing_electronic_content.) — delivered by · Tasks
- [Train users on the use and function of computer programs.](/Tasks/Train_users_on_the_use_and_function_of_computer_programs.) — delivered by · Tasks
- [Train and assist staff with computer usage.](/Tasks/Train_and_assist_staff_with_computer_usage.) — delivered by · Tasks
- [Provide customers with ongoing technical support.](/Tasks/Provide_customers_with_ongoing_technical_support.) — delivered by · Tasks
- [Troubleshoot problems involving office equipment, such as computer hardware and software.](/Tasks/Troubleshoot_problems_involving_office_equipment,_such_as_computer_hardware_and_software.) — delivered by · Tasks
- [Document help desk requests and resolutions.](/Tasks/Document_help_desk_requests_and_resolutions.) — delivered by · Tasks
- [Test computer software or hardware, using standard diagnostic testing equipment and procedures.](/Tasks/Test_computer_software_or_hardware,_using_standard_diagnostic_testing_equipment_and_procedures.) — delivered by · Tasks
- [Resolve computer software problems.](/Activities/Resolve_computer_software_problems.) — delivered by · Activities
- [Resolve computer problems.](/Activities/Resolve_computer_problems.) — delivered by · Activities
- [Resolve computer network problems.](/Activities/Resolve_computer_network_problems.) — delivered by · Activities
- [Answer user inquiries regarding computer software or hardware operation to resolve problems.](/Tasks/Answer_user_inquiries_regarding_computer_software_or_hardware_operation_to_resolve_problems.) — delivered by · Tasks
- [Provide staff and users with assistance solving computer-related problems, such as malfunctions and ...](/Tasks/Provide_staff_and_users_with_assistance_solving_computer-related_problems,_such_as_malfunctions_and_...) — delivered by · Tasks
- [Resolve ticketing Issues](/Processes/Resolve_ticketing_Issues) — delivered by · Processes
- [Operate IT user support](/Processes/Operate_IT_user_support) — delivered by · Processes

### Related (signature role)

- [Outsourced Help Desk Provider](/CompanyTypes/Outsourced_Help_Desk_Provider) — signature role · CompanyTypes
- [Managed Services Providers](/CompanyTypes/Managed_Services_Providers) — signature role · CompanyTypes
- [Managed IT Services Firm](/CompanyTypes/Managed_IT_Services_Firm) — signature role · CompanyTypes
- [Outsourced Help Desk Providers](/CompanyTypes/Outsourced_Help_Desk_Providers) — signature role · CompanyTypes
- [IT Managed Services Provider](/CompanyTypes/IT_Managed_Services_Provider) — signature role · CompanyTypes
- [Managed Information Technology Services Provider](/CompanyTypes/Managed_Information_Technology_Services_Provider) — signature role · CompanyTypes
- [Managed IT Services Providers](/CompanyTypes/Managed_IT_Services_Providers) — signature role · CompanyTypes
- [Information Technology Service Providers](/CompanyTypes/Information_Technology_Service_Providers) — signature role · CompanyTypes
- [IT Support Outsourcing Firm](/CompanyTypes/IT_Support_Outsourcing_Firm) — signature role · CompanyTypes
- [IT Help Desk Outsourcer](/CompanyTypes/IT_Help_Desk_Outsourcer) — signature role · CompanyTypes
- [Help Desk Outsourcing Provider](/CompanyTypes/Help_Desk_Outsourcing_Provider) — signature role · CompanyTypes
- [Technical Support Vendor](/CompanyTypes/Technical_Support_Vendor) — signature role · CompanyTypes
- [Managed Services Provider](/CompanyTypes/Managed_Services_Provider) — signature role · CompanyTypes
- [Managed Service Provider](/CompanyTypes/Managed_Service_Provider) — signature role · CompanyTypes
- [Managed IT Services Provider](/CompanyTypes/Managed_IT_Services_Provider) — signature role · CompanyTypes
- [Information Technology Services Firm](/CompanyTypes/Information_Technology_Services_Firm) — signature role · CompanyTypes
- [Mid-Market Managed IT & Hosting Services](/CompanyTypes/Mid-Market_Managed_IT_&_Hosting_Services) — signature role · CompanyTypes
- [Regional Managed Service Providers (MSPs)](/CompanyTypes/Regional_Managed_Service_Providers_(MSPs)) — signature role · CompanyTypes
- [Co-managed IT Specialists](/CompanyTypes/Co-managed_IT_Specialists) — signature role · CompanyTypes

### Related (qualifies for role)

- [Cisco CCNA Certification](/Credentials/Cisco_CCNA_Certification) — qualifies for role · Credentials

### Related (staff)

- [IT](/Departments/IT) — staff · Departments
- [Information Technology Department](/Departments/Information_Technology_Department) — staff · Departments

### Who staffs this

- [Managed IT Provider](/CompanyTypes/Managed_IT_Provider) — staffs · CompanyTypes
- [IT Services Provider](/CompanyTypes/IT_Services_Provider) — staffs · CompanyTypes
- [IT Support Provider](/CompanyTypes/IT_Support_Provider) — staffs · CompanyTypes
- [Technology Support](/Departments/Technology_Support) — staffs · Departments

### Perform

- [Install And Configure Application](/Tasks/Install_And_Configure_Application) — perform · Tasks
- [Log resolution and update knowledge base](/Tasks/Log_resolution_and_update_knowledge_base) — perform · Tasks
- [Resolve Password and Account Access Issues](/Tasks/Resolve_Password_and_Account_Access_Issues) — perform · Tasks
- [Track Ticket Status Against Service Level Targets](/Tasks/Track_Ticket_Status_Against_Service_Level_Targets) — perform · Tasks
- [Triage Incoming Support Tickets](/Tasks/Triage_Incoming_Support_Tickets) — perform · Tasks
- [Troubleshoot Desktop Hardware and Peripheral Faults](/Tasks/Troubleshoot_Desktop_Hardware_and_Peripheral_Faults) — perform · Tasks
- [Image and Deploy Workstations](/Tasks/Image_and_Deploy_Workstations) — perform · Tasks
- [Reset Accounts and Manage Access](/Tasks/Reset_Accounts_and_Manage_Access) — perform · Tasks
- [Log and Categorize Support Tickets](/Tasks/Log_and_Categorize_Support_Tickets) — perform · Tasks
- [Escalate Unresolved Tickets](/Tasks/Escalate_Unresolved_Tickets) — perform · Tasks
- [Escalate Unresolved Incidents to Second Line](/Tasks/Escalate_Unresolved_Incidents_to_Second_Line) — perform · Tasks
- [Diagnose Hardware and System Faults](/Tasks/Diagnose_Hardware_and_System_Faults) — perform · Tasks
- [Diagnose desktop hardware and software faults](/Tasks/Diagnose_desktop_hardware_and_software_faults) — perform · Tasks
- [Image and configure workstations](/Tasks/Image_and_configure_workstations) — perform · Tasks
- [Log and triage incoming support tickets](/Tasks/Log_and_triage_incoming_support_tickets) — perform · Tasks
- [Walk users through troubleshooting steps remotely](/Tasks/Walk_users_through_troubleshooting_steps_remotely) — perform · Tasks
- [Resolve connectivity and peripheral problems](/Tasks/Resolve_connectivity_and_peripheral_problems) — perform · Tasks
- [Guide users through remote troubleshooting](/Tasks/Guide_users_through_remote_troubleshooting) — perform · Tasks
- [Document resolutions in the knowledge base](/Tasks/Document_resolutions_in_the_knowledge_base) — perform · Tasks

### Uses tool

- [USB Flash Drive](/Products/USB_Flash_Drive) — uses tool · Products
- [Screwdriver Set](/Products/Screwdriver_Set) — uses tool · Products
- [Network Cable Tester](/Products/Network_Cable_Tester) — uses tool · Products
- [Laptop hardware toolkit](/Products/Laptop_hardware_toolkit) — uses tool · Products

### Uses software

- [Windows](/Software/Windows) — uses software · Software
- [Microsoft 365 Admin Center](/Software/Microsoft_365_Admin_Center) — uses software · Software
- [Jira Service Management](/Software/Jira_Service_Management) — uses software · Software
- [Microsoft Active Directory](/Software/Microsoft_Active_Directory) — uses software · Software
- [Microsoft Intune](/Software/Microsoft_Intune) — uses software · Software
- [ServiceNow](/Software/ServiceNow) — uses software · Software
- [TeamViewer](/Software/TeamViewer) — uses software · Software
- [Remote Desktop Tools](/Software/Remote_Desktop_Tools) — uses software · Software
- [Ticketing Systems](/Software/Ticketing_Systems) — uses software · Software
- [Active Directory](/Software/Active_Directory) — uses software · Software
- [Knowledge Base Systems](/Software/Knowledge_Base_Systems) — uses software · Software

### Required knowledge

- [Computer Networking Fundamentals](/Knowledge/Computer_Networking_Fundamentals) — requires knowledge · Knowledge
- [Computer Operating Systems](/Knowledge/Computer_Operating_Systems) — requires knowledge · Knowledge
- [IT Service Management Practices](/Knowledge/IT_Service_Management_Practices) — requires knowledge · Knowledge
- [Identity and Access Management](/Knowledge/Identity_and_Access_Management) — requires knowledge · Knowledge
- [IT Service Management](/Knowledge/IT_Service_Management) — requires knowledge · Knowledge
- [ITIL Incident Management](/Knowledge/ITIL_Incident_Management) — requires knowledge · Knowledge
- [Common Business Applications](/Knowledge/Common_Business_Applications) — requires knowledge · Knowledge
- [Common office software suites](/Knowledge/Common_office_software_suites) — requires knowledge · Knowledge
- [Windows operating system administration](/Knowledge/Windows_operating_system_administration) — requires knowledge · Knowledge
- [Operating Systems](/Knowledge/Operating_Systems) — requires knowledge · Knowledge
- [Networking Fundamentals](/Knowledge/Networking_Fundamentals) — requires knowledge · Knowledge

### Required skills

- [Customer Service](/Skills/Customer_Service) — requires skill · Skills
- [Active Listening](/Skills/Active_Listening) — requires skill · Skills
- [Time Management](/Skills/Time_Management) — requires skill · Skills
- [Technical Documentation](/Skills/Technical_Documentation) — requires skill · Skills
- [Troubleshooting](/Skills/Troubleshooting) — requires skill · Skills
- [Active Directory account administration](/Skills/Active_Directory_account_administration) — requires skill · Skills
- [Customer service communication](/Skills/Customer_service_communication) — requires skill · Skills
- [Incident triage](/Skills/Incident_triage) — requires skill · Skills
- [Remote desktop troubleshooting](/Skills/Remote_desktop_troubleshooting) — requires skill · Skills
- [Knowledge Base Documentation](/Skills/Knowledge_Base_Documentation) — requires skill · Skills
- [Remote Support](/Skills/Remote_Support) — requires skill · Skills
- [Technical Troubleshooting](/Skills/Technical_Troubleshooting) — requires skill · Skills
- [Ticket Management](/Skills/Ticket_Management) — requires skill · Skills
- [User Communication](/Skills/User_Communication) — requires skill · Skills

### Requires ability

- [Patience Under Pressure](/Ability/Patience_Under_Pressure) — requires ability · Ability
- [Deductive reasoning](/Ability/Deductive_reasoning) — requires ability · Ability
- [Oral comprehension](/Ability/Oral_comprehension) — requires ability · Ability
- [Problem sensitivity](/Ability/Problem_sensitivity) — requires ability · Ability

### Engage in

- [Resolve Password and Account Access Issues](/Activities/Resolve_Password_and_Account_Access_Issues) — engage in · Activities
- [Triage Incoming Support Tickets](/Activities/Triage_Incoming_Support_Tickets) — engage in · Activities
- [Escalate Unresolved Incidents to Tier Two](/Activities/Escalate_Unresolved_Incidents_to_Tier_Two) — engage in · Activities
- [Diagnose Hardware and System Faults](/Activities/Diagnose_Hardware_and_System_Faults) — engage in · Activities
- [Escalate unresolved incidents to second line](/Activities/Escalate_unresolved_incidents_to_second_line) — engage in · Activities
- [Log and triage incoming support tickets](/Activities/Log_and_triage_incoming_support_tickets) — engage in · Activities
- [Walk users through troubleshooting steps remotely](/Activities/Walk_users_through_troubleshooting_steps_remotely) — engage in · Activities
- [Escalate unresolved tickets to higher tiers](/Activities/Escalate_unresolved_tickets_to_higher_tiers) — engage in · Activities

### Type of

- [Computer User Support Specialists](/Occupations/Computer_User_Support_Specialists) — type of · Occupations

### Problems this exposes

- [remote-session access blocked by the very network problem being reported](/Problems/remote-session_access_blocked_by_the_very_network_problem_being_reported) — exposes problem · Problems
- [escalation handoffs losing context between tiers](/Problems/escalation_handoffs_losing_context_between_tiers) — exposes problem · Problems
- [triaging ticket priority against SLA clocks during volume spikes](/Problems/triaging_ticket_priority_against_SLA_clocks_during_volume_spikes) — exposes problem · Problems
- [reproducing user-reported issues from vague, non-technical ticket descriptions](/Problems/reproducing_user-reported_issues_from_vague,_non-technical_ticket_descriptions) — exposes problem · Problems
- [knowledge-base articles going stale faster than tickets can be deflected](/Problems/knowledge-base_articles_going_stale_faster_than_tickets_can_be_deflected) — exposes problem · Problems