Job Description of a Help Desk Administrator

Most companies that sell computer-related software or hardware will also provide their clients access to comprehensive technical support. Some end users may find this kind of assistance necessary, depending upon their own experience and the product's ease of use. Help desk administrators provide this support.

The Help Desk

• A help desk refers to the place that end users go to get assistance with their hardware or software. The majority of help desks are located in call centers, which are large areas of office space dedicated to outgoing and incoming telephone calls. Some help desks are virtual, and some are in the workplace, only a few cubicles or so from the user requiring assistance.

Help Desk Tier Levels

• Representatives who work in call centers have varying titles and job responsibilities, depending upon their tier level. Help desk agents (tier 1) are typically the front-line support; they speak directly to the end user to troubleshoot a specific issue over the phone. If an issue proves too difficult for the agent, the help desk administrator (tier 2) will assist. The administrator reports to the help desk manager (tier 3).

Job Responsibilities

• The job description for a help desk administrator will vary among companies, but the core responsibilities are similar. The administrator provides software and/or hardware support to end users and to other help desk agents. The administrator might also perform maintenance to company computers, work on support-related projects, or assist with the training of new hires.