What Do Help Desk Technicians Do? | HumanTouch IT Support

What Do Help Desk Technicians Do?

Understanding Tier I and Tier II Help Desk Roles in Federal IT Support

‍

Help desk technicians play a critical role in maintaining operational continuity across federal agencies. Whether responding to user issues, maintaining IT systems, or escalating complex problems, help desk professionals are the frontline of IT service delivery.

Tier I Help Desk Technician Responsibilities

• Serve as the first point of contact for users
• Provide basic troubleshooting for hardware, software, and network issues
• Reset passwords and manage user account access
• Log incidents, track ticket status, and escalate when needed
• Deliver support via phone, email, or chat, often through ITSM platforms like ServiceNow or Remedy

Tier II Help Desk Technician Responsibilities

• Resolve escalated technical issues requiring advanced troubleshooting
• Support enterprise systems, end-user hardware, and configuration
• Assist with permissions management, desktop imaging, and software updates
• Perform remote or deskside support in compliance with SLAs
• Coordinate with infrastructure teams for systemic issues

Why Help Desk Support Matters

Help desk services reduce downtime, increase user satisfaction, and support mission readiness—especially in large federal environments where responsiveness and reliability are critical.

HumanTouch: Trusted Help Desk Support for Government

At HumanTouch, we specialize in delivering Tier I, Tier II, and enterprise IT support for federal agencies. Our help desk professionals combine technical skill with a human-centered approach to meet the needs of mission-driven organizations.

• 25+ years of experience in federal IT service delivery
• Support across classified and unclassified environments
• Proven results in SLA performance, ticket volume reduction, and user satisfaction
• Scalable support from surge response to full-service operations

Explore our Help Desk Services or contact us to learn how we support government agencies with reliable, mission-aligned IT support.