Help Desk Support - Hire or get hired
Your complete guide to the Help Desk Support Role: Duties, salary & hiring tips
Purpose of the Help Desk Support
The Help Desk Support role provides technical assistance and support to end-users, ensuring that hardware, software, and network-related issues are resolved efficiently. This position serves as the first point of contact for troubleshooting and resolving technical problems.
Help Desk Support's duties and responsibilities
User Assistance: Respond to user inquiries via phone, email, or in person, providing timely and effective solutions to technical issues.
Issue Diagnosis: Troubleshoot hardware and software problems, guiding users through step-by-step solutions and escalating complex issues as needed.
Documentation: Maintain detailed records of issues and resolutions, contributing to a knowledge base for future reference.
Training: Assist in training users on new technologies, software applications, and best practices to enhance their technical proficiency.
System Maintenance: Assist in the installation, configuration, and updating of software and hardware, ensuring compliance with organizational policies.
IT Insights Rochester
Collaboration: Work closely with other IT team members to identify and implement solutions that improve user experience and system performance.
Issue Diagnosis: Troubleshoot hardware and software problems, guiding users through step-by-step solutions and escalating complex issues as needed.
Documentation: Maintain detailed records of issues and resolutions, contributing to a knowledge base for future reference.
Training: Assist in training users on new technologies, software applications, and best practices to enhance their technical proficiency.
System Maintenance: Assist in the installation, configuration, and updating of software and hardware, ensuring compliance with organizational policies.
IT Insights Rochester
Collaboration: Work closely with other IT team members to identify and implement solutions that improve user experience and system performance.
Requirements and qualifications for a Help Desk Support
• Previous experience in a help desk or technical support role.
• Strong understanding of computer systems, mobile devices, and other technological equipment.
• Excellent problem-solving and communication skills.
• Customer-oriented mindset with the ability to handle challenging situations with patience and professionalism.
• Familiarity with remote desktop applications and help desk software.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are desirable.
• Strong understanding of computer systems, mobile devices, and other technological equipment.
• Excellent problem-solving and communication skills.
• Customer-oriented mindset with the ability to handle challenging situations with patience and professionalism.
• Familiarity with remote desktop applications and help desk software.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are desirable.
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AI continues to reshape workforce priorities, with 47% of businesses seeking candidates with at least a base-level understanding of AI. Key skills growing in importance include automation and IT process orchestration (63%), continuous learning in AI (45%), and cybersecurity using AI-driven threat detection (37%). Cybersecurity, upskilling, and AI and machine learning are now the top three business priorities, each cited by over 50% of companies.
Contractor usage has remained relatively stable, with 81% of companies expecting no change in 2025, and nearly half keeping contractor levels under 10%. The shift towards AI, automation, and cybersecurity signals an evolving skills landscape, requiring businesses to balance permanent hires with specialised expertise to stay competitive.
