Help Desk Job Description

Customers often ask for my help creating a helpdesk job description for internal postings or job board advertisements. This was initially a very nuts & bolts type of listing to attract qualified people that are interested in IT. However, over time it became clear that we were getting more qualified responses by making the helpdesk posting a little more generic.

We have found that people that believe they are qualified to work elsewhere do not take well to helpdesk positions. These individuals look at their time on the L1 helpdesk as paying their dues while they wait for a different internal or external position. Often these workers would not stay very long and would be fairly unreliable as they wait out there new job elsewhere.

To avoid these conflicts, I created a helpdesk job description and job ad that would speak to people that new a lot about computers, but were not necessarily qualified for a job within IT. These workers require a little extra training up front, but they tend to be absolutely ecstatic that they have a job within IT. They work harder, are more dependable, and are genuinely happy with their job and responsibilities. The eagerness to learn and succeed in the helpdesk role more than makes up for their lack of experience or formal IT training.

The Helpdesk Job Description

Acme Corporation, a Chicago based widget manufacturer is searching for a level 1 helpdesk technician. This person will be responsible for level 1 helpdesk issues and escalation to senior team members where appropriate. This is an excellent opportunity for a computer inclined individual to start an exciting career in Information Technology.

Qualified candidates must be proficient in:

Windows XP and Windows 7
Microsoft Office
Basic Network Troubleshooting Skills

Big Plus if you have experience with the following:

Remote Access Platforms (VPN)
PC Imaging
Telecommunications

Beyond all other qualifications, you must be eager to learn Information Technology and be interested in pursuing a new career in the field.

Salary Information
Contact Information

As you can see the helpdesk job description is geared heavily for someone that has never had a job in IT. It includes the basic information that will be required of any helpdesk technician on any day of the week. Notice that it also includes that actual salary that will be paid to the successful candidate. This is done to weed out more senior people that are looking for a temporary job until they find something else.

I have also had good luck by putting a line within the job posting requiring a unique cover letter explaining why the employee is interested in the job. This alone gives the hiring manager a real good idea about the technicians ability to write, and there motivations for taking the job. We’ve found that 90% of the people write that they want some experience while they work on certification X. These people can immediately be thrown away. Either they get certification X and leave you or they get certification X, don’t find another job and give up on IT.

Unfortunately, many of the online training classes make some outrageous guarantees if the future IT tech signs up for their class. When an IT tech goes for the class, pays their money, and realizes they can’t go from $15 per hour to $125,000 per year just because of a two week course, they can get extremely bitter at the industry as a whole.

You are basically looking for someone that wants an entry level position. Not because they can’t find anything else, you’re looking for the 1-100 that actually want to learn and stay within a single company. This helpdesk job description will make it clear that you’re not looking for a senior person and pointless certifications are not necessary.