Help desk administrators are in charge of handling system support activities for their company or organization. They are responsible for providing excellent client experiences and working to resolve support issues in a prompt and professional manner. One of their main tasks includes providing password and login resets for end users. In addition, they perform advanced system and network repairs, as well as provide computer information responses over email, phone, and in person as needed. Help desk administrators also complete equipment set-up, handle account renewal or termination, revise support procedures, and suggest changes as needed.
Help desk administrators handle server and domain changes, as well as create detailed reports about equipment performance and request supplies. They escalate system issues, participate in auditing activities, follow strict privacy policies, and complete regular database maintenance tasks. Help desk administrators help diagnose hardware problems using specialized tools or computer programs, as well as maintain accurate inventory records of computer equipment and replacement machines. They also assist users using remote access tools using the local network or the Internet, as well as create technical support documentation and share it with other information technology (IT) professionals. Also among their main duties are installing and configuring a variety of hardware devices, as well as troubleshooting operating systems and software applications. They must also identify opportunities to improve support processes.
A bachelor's degree in information systems or a related field is necessary for this job. In addition, experience in a help desk environment may be preferred, and industry certifications are a plus.
Help Desk Administrator Tasks
- Monitor and follow policies on backups, network, and storage capacity, and change management.
- Use ticket tracking to document problems and their solutions, and analyze that data to improve performance and training.
- Read or listen to client problems and collect necessary information to identify and solve technical issues.
- Remotely or in person conduct set-up, administration, configuration, or troubleshooting of problems.