IT Help Desk Staffing Agency
When businesses need assistance with IT Help Desk staffing, they turn to Tier2Tek for efficiency and transparency. Moreover, Tier2Tek Staffing Agency recruiters are ITIL certified. As a result, our temp agency knows what managers are looking for in an IT Help Desk Specialist.
When it comes to employment agencies that specialize in IT Help Desk staffing, we provide ideal candidates that save organizations time and money.
Need to hire in June 2023?
For Experienced IT Help Desk Staffing
Tier2Tek Employment Agency works exclusively with your business to assist you with IT Help Desk staffing. We have helped multiple businesses successfully build their IT Help Desk staff to support their business users.
Our temp agency has multiple IT Help Desk personnel who are prescreened and ready to start within short notice. Most importantly, we make sure every candidate meets all the requirements of our clients.
Contact us today and let us know more about your IT staffing needs.
What Does an IT Help Desk Specialist Do?
The IT Help Desk Specialist is responsible for the initial response to requests, incidents, and problems from business users. For example, they take the initial phone calls from business users and do their best to resolve the issues remotely.
This position requires exceptional communication skills and the ability to document customer issues. In addition, specialists must have an exceptional understanding of operating systems and how they function.
Most importantly, they are the voice of the IT department and must be able to effectively diagnose user issues and resolve them quickly.
Average Salary
According to GlassDoor, the average salary of an IT Help Desk Technician is $49,571.
Sample Job Description for Staffing
The IT Help Desk Analyst provides excellent customer service and follows written instructions to resolve basic problems. Moreover, the IT Help Desk Representative provides company employees support for information technology including telecom equipment, software, hardware, and peripherals.
The IT Help Desk Agent is skilled in providing technical assistance and support related to computer ERP systems, workstation hardware, software, and networking. The Individual provides high levels of customer service via phone and email to ensure customers’ issues and questions are handled courteously and as efficiently as possible.
- Has a strong understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including, but not limited to, Windows, Apple iOs, and Android.
- Excellent customer service skills.
- Excellent communication (written and verbal), troubleshooting, and analytical skills. Communication skills are essential when handling troubled calls or researching system errors.
- Demonstrates patience and overall courteous behavior.
- Must be extremely detail-oriented.
- Has proficiency with Windows 7/10 and the ability to effectively troubleshoot issues in a timely manner (Windows Server experience is a plus).
- Good knowledge of LAN/WAN networks, TCP/IP protocols, Cabling, Wireless, VPN, and Network technologies. Sets up and troubleshoots Apple and Android phones and tablets.
- Intermediate-to-advanced knowledge/experience with most MS Office products including Word, Excel, Outlook, PowerPoint, and Access.
- Ability to determine user needs and respond accordingly.
- Ability to adhere to a set schedule and to work alternate shifts when required.
- Demonstrated ability to work independently. Must be self-motivated and goal-oriented.
Responsibilities
- Answers and appropriately handles customer support requests via phone, e-mail, voice mail, and IM.
- Responds to telephone calls, e-mail, and personal requests for technical support.
- Documents, tracks, and monitors all work items and resolution activity in the tracking system to ensure a timely resolution.
- Documents, tracks, and monitors all issues in ServiceDesk to ensure timely resolution.
- Follows up with customers to ensure issues have been resolved.
- Documents, tracks, and monitors all IT assets including hardware, software, desk phones, cell phones, etc.
- Performs remote control tasks with end users (Apple and Windows).
- Escalates issues of higher complexity to Tier 2 and Tier 3 specialists when appropriate.
- Provides resolution to all desktop and laptop support requests (Phone, Email, etc).
- Searches online for possible solutions when they aren’t documented in our knowledge base. Creates and updates knowledge articles in the IT knowledge base.
- Troubleshoots system failures and identifies opportunities for improvement.
- Proactively manages the help desk case management system.
- Implements solutions with proper documentation.
- Responsible for tracking hardware/software inventory.
- Provides basic active directory administration (user-related login, password, ID lookup).
- Performs network troubleshooting to isolate and diagnose common network problems.
- Provides off-hours support on a scheduled rotation.
Common Certifications for IT Help Desk Staffing
CompTIA A+
The CompTIA A+ certification is an ideal IT credential for beginners, regardless of what role they plan to go into. Overall, the certification assures that the candidate can install, configure and maintain personal computers, mobile devices, printers, and laptops. It demonstrates both basic technical abilities and troubleshooting skills, things crucial for IT Support.
ITIL
An ITIL, or Information Technology Infrastructure Library, certification demonstrates that the professional understands the basics of information technology and has learned how to apply it to both customer and business needs. The basis of this certification surrounds IT-related assets, accessibility, and resources that deliver value and benefits to customers. From delivery to maintenance, the basic ITIL certification shows that the candidate understands the interworkings of the related software or hardware.
Google IT Support
Google provides associate certifications for all of its pillar software and general IT support. Through a Google class and certification program, the candidate will learn the basics of computer setup, troubleshooting, binary systems, and other basic IT methodologies. Simply put, it’s a crash course for general IT support provided by Google professionals.
Common Skills
Customer Service Abilities
Overall, the basis. of the job deals with communicating with both upset and irate customers. Therefore, the ability to handle high-stress customer scenarios is key to becoming a great IT Desk worker. Ultimately, the candidate must be able to empathize with customers, understand their problems, and defuse upset situations. Once defused, they must be able to explain the solutions or next steps with clarity and brevity. No one wants to get stuck on the phone with a customer service rep that can’t express the solution directly.
Knowledge of Products and Software
How can an IT Help Desk Technician help a customer with a program or product they don’t understand?
Therefore, the employee must understand all aspects and lingo surrounding the company’s product. With this knowledge, they can then go through the correct troubleshooting and explaining processes. Without it, the entire service process will screech to a halt.
Ultimately, the specialist may not have this knowledge before getting the job, but they will need to learn it during the onboarding process to become affluent in the company’s product.
Record Keeping
Oftentimes, the IT Desk worker will deal with thousands of customers weekly. To help keep track of everything, they are often asked to take detailed notes regarding each customer, each problem, and how the issues were solved. This information is then used to speed up processes in the future, allowing the department to work with more customers.
Therefore, the specialist needs great record-keeping and ticket-transferring abilities.
Common Career Path for IT Help Desk Technician
The next logical step for a Help Desk worker is to move up to manager. Ultimately, this would involve the inclusion and advancement of managerial skills. Once a customer service worker becomes an expert in the correlated product and expresses leadership abilities, they will be bumped up to a senior or managerial role.
Once an expert on the employer’s hardware or software, the specialist may be moved into a more technical role. The IT Technician works to provide technical support to users in the organization and/or customers in person. In addition, they serve as the first point of contact for troubleshooting hardware and software problems. The IT Technician will also assist employees through telephone, email, remote, and in-person. Platforms to support will include Windows, Mac, Android, and iOS.
An IT Manager oversees a company’s IT department. They are responsible for making sure new IT systems are implemented correctly and efficiently. These managers will also delegate specific tasks to a team to improve, repair, and design better IT systems for a company.