Will “Help Desk Technician (Help Desk Tech)” be Automated?

Core Skills & Abilities

• Troubleshoot network or connectivity problems for users or user groups.

• Run monthly network reports.

• Install or repair network cables, including fiber optic cables.

• Create or update technical documentation for network installations or changes to existing installations.

• Evaluate local area network (LAN) or wide area network (WAN) performance data to ensure sufficient availability or speed, to identify network problems, or for disaster recovery purposes.

• Install and configure wireless networking equipment.

• Test computer software or hardware, using standard diagnostic testing equipment and procedures.

• Create or revise user instructions, procedures, or manuals.

• Back up network data.

• Test repaired items to ensure proper operation.

• Perform routine maintenance or standard repairs to networking components or equipment.

• Research hardware or software products to meet technical networking or security needs.

• Configure wide area network (WAN) or local area network (LAN) routers or related equipment.

• Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.

• Document network support activities.

• Document help desk requests and resolutions.

• Identify the causes of networking problems, using diagnostic testing software and equipment.

• Analyze network data to determine network usage, disk space availability, or server function.

• Configure security settings or access permissions for groups or individuals.

• Install new hardware or software systems or components, ensuring integration with existing network systems.

• Analyze and report computer network security breaches or attempted breaches.

• Provide telephone support related to networking or connectivity issues.

• Maintain logs of network activity.

• Install network software, including security or firewall software.

• Train users in procedures related to network applications software or related systems.

• Monitor industry Web sites or publications for information about patches, releases, viruses, or potential problem identification.