Help Desk Staff

Duties

Help Desk Staff are required to provide service to computer users requiring help.

Skills Required

Help Desk Staff must have knowledge about desktop configurations and operations. They must be able to install a desktop operating system, diagnose and remove viruses, set privilege levels and permissions, install programs, and ...

Policies Affecting the Help Desk Staff

Must Take Specific action

  • Password Policy - Needs to understand the password requirements and be able to help users meet those requirements. They should be able to coach users in how to reset their password and create passwords that they can remember.
  • Computer Training Policy - Help desk staff should be aware of computer training requirements and opportunities for users. They should be able to point users in the proper direction for training when they perceive a need and should also be able to provide some on the spot instruction.
  • User Privilege Policy - The help desk staff should be familiar with the privileges that users are allowed to have on their workstations. They should be familiar with the different roles providing different sets of privileges and be familiar with the processes for implementing exceptions to standard privileges.
  • Browser Configuration Policy - The help desk staff must be familiar with this policy and know how to configure a web browser to be compliant with this policy.
  • Internet Connection Policy - Must enforce the policy when new capabilities are added or when violations are discovered. Users are only allowed to connect to the internet using specific methods.
  • Approved Application Policy - Must not install unapproved applications on user's workstations and be aware of unapproved applications on systems that they service.
  • Wireless Communication Policy - Help desk staff must be sure any systems they set up or maintain are using approved wireless technologies and are properly configured.
  • Equipment and Media Disposal Policy - Help desk staff must ensure that any equipment or media disposed of are done in a manner in accordance with the policy.
  • Asset Control Policy - Requires assets to be tracked by location in a database. Must be sure that the asset tracking database is updated when they place new equipment in service, move equipment, or dispose of equipment.
  • Mobile Computer Device Policy - Must check mobile devices to be sure they meet the policy when they either leave or enter the organizational network. They must be able to scan mobile systems for viruses, check to be sure the anti-virus software is up to date, and be sure an approved firewall is in operation on the mobile device.
  • Virus Protection Policy - Help desk staff must be able to scan systems for viruses, check to be sure the anti-virus software is up to date, and fix anti-virus problems.
  • System Lockdown Policy - Help desk staff must be familiar with what services should be required and operational on workstations. They should be able to stop, install, start, and remove services.
  • Computer and Printer Naming Policy - Help desk staff must know how to name printers and workstations that they set up according to the policy.
  • IP Address Assignment Policy - Help desk staff must understand how to set up workstations, laptops, and mobile devices in compliance with this policy.
  • Computer Forensics Policy - Help desk staff must be familiar with this policy so evidence is preserved in cases of security and unacceptable use incidents. They must be able to quickly recognize situations where an investigation should be launched and ensure evidence preservation.
  • Workstation Configuration Policy - Help desk staff must be familiar with this policy and know how to configure workstations in compliance with the policy.
  • Incident Response Policy - Help desk staff must be able to quickly recognize situations where a computer security incident has occurred or is in progress and notify the security section to begin an investigation while ensuring evidence preservation. They should be able to help remediate incidents on workstations and client systems.

Must be Aware

  • Network and Server Scanning Policy - Help desk staff must be aware of scanning both as a tool and possible source of service disruption.
  • Backup and Recovery Policy - Help desk staff must be aware of backups and know who to contact to get a file restored for clients.
  • Server Documentation Policy - Help desk staff must be aware of this policy and have read access to the list of servers and services so they can support the client and contact the correct people when services are perceived to be offline. They should also be notified when server changes are made in case customers have a problem and call the help desk.
  • Authentication Mechanism Policy - Help desk staff must be sure equipment being placed in service and users adhere to this policy.
  • Information Sensitivity Policy - Help desk staff must be aware of this policy and observe to be sure it is not inadvertantly violated by clients.
  • Encryption Policy - Help desk staff must be aware of this policy especially regarding wireless devices.
  • Intrusion Detection Policy - Help desk staff must be be aware of this policy understanding how intrusions may be recognized and how to preserve evidence.
  • Disaster Recovery Policy - Help desk staff should be aware of their role in disaster recovery efforts and know how to re-build systems according to policies.
  • Auditing Policy - Help desk staff must be aware of what items auditors check and how it affects their job.
  • Service Monitoring Policy - Help desk staff must understand the how help desk services are monitored and how it can affect their job.
  • Quality Policy - Help desk staff must be aware of the quality policy and may be able to help to improve the quality process by suggesting improvements.

Affects Job but Awareness not Required