Help Desk Support Technician


Job Purpose

Provide remote IT Support of internal external customers by researching and answering questions; troubleshooting problems; remote diagnosis of technical problems.

Job Duties:

  • Support local and remote users effectively by phone and remote support tools.
  • Resolve or escalates issues to the appropriate resource.
  • Provide remote first and second level troubleshooting of laptops, desktops, servers, network related or attached systems.
  • Provides updates and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
  • Provide support and resolutions for LAN, remote (VPN, RDP, Citrix) access, and email connectivity issues
  • Troubleshoot and configure desktop components
  • Assist with physical installations (desktops, laptops, and thin clients)
  • Responds to client inquiries about system operation, and diagnoses system hardware, software, and operator problems
  • Installing software patches as needed and eradicating spyware/viruses
  • Assist with upgrade implementations, application support, and network infrastructure expansion
  • Provide remote or onsite training of proposed solutions

Skills and Knowledge Qualifications:

  • Ability to prioritize tasks based on established business practices
  • Collaborative work ethic with a strong drive to learn and share knowledge
  • Highly organized with strong verbal and written communication skills
  • Knowledge of customer service principles and practices
  • Proper phone etiquette
  • Knowledge of software computer applications and equipment
  • Willingness to co-operate with others and work to the greater good
  • Multitasking capabilities
  • Self-starter
  • Quality focus
  • Problem solver
  • Operating system, PC, LAN proficiency
  • Help desk experience (Asset)
  • Remote Management and Monitoring experience (Asset)
  • Clean police background check


  • Experience in an IT help desk support role
  • Experience with Microsoft Server and Desktop operating systems, Apple OS experience a plus
  • Preferred candidates have at least one current certification: MCITP, MCSE, Network+ or similar


  • Base Compensation:                    $30,000 -$40,000 (based on experience and qualifications)
  • Pension Plan:                                 Available after 2 years of employment
  • Health and Medical Coverage:    Available after 90 days
  • Auto Expenses:                              Compensation paid by KM, varies monthly (tied to fuel prices)
  • Training:                                          Approved certifications reimbursed on successful completion

Download this career as a PDF: Help Desk Support Technician


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