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IT Help Desk Technician Job Description 

woman wearing a headset, looking at her laptop and laughing

IT Help Desk Technicians take the lead in providing swift and precise responses to technical inquiries via phone, email or chat. They proactively resolve computer-related issues, specializing in troubleshooting both software and hardware issues.

Their responsibilities go beyond issue resolution, as they guide users through processes like system upgrades and provide recommendations for enhancing system performance and preventing future technical challenges.

woman wearing a headset, looking at her laptop and laughing

Streamline your hiring process by downloading or copying our free IT Help Desk Technician Job Description Template below.

IT Help Desk Technician Job Overview

Join [Company Name] as an IT Help Desk Technician and become an integral part of our dedicated support team. In this role, you’ll play a crucial role in providing exceptional technical assistance to our customers.

Your responsibilities will involve addressing technical queries with precision through various channels such as phone, email or chat. Beyond issue resolution, you’ll be tasked with identifying customer needs, guiding them through software and hardware troubleshooting and analyzing/reporting any technical malfunctions.

As an IT Help Desk Technician, your expertise will extend to assisting users with system-related tasks, including upgrades and troubleshooting. You’ll be a valuable resource, providing insightful advice and technical assistance to ensure a seamless and efficient user experience.

If you excel in problem-solving and effective communication and are dedicated to customer satisfaction, we encourage you to apply for the IT Help Desk Technician position at [Company Name].

Salary: $20–$26/hour

Schedule: Full-time (40 hours per week), Monday–Friday, with the possibility of overtime beyond 40 hours per week

IT Help Desk Technician Duties & Responsibilities

  • Provide timely and accurate technical support to users via phone, email or chat
  • Diagnose and resolve software and hardware issues efficiently
  • Guide users through troubleshooting processes for system-related problems
  • Identify and analyze technical malfunctions, reporting and documenting findings
  • Assist users with system upgrades, installations and configurations
  • Respond to and prioritize help desk tickets in a timely manner
  • Cooperate with fellow IT professionals to resolve complex issues
  • Offer valuable advice and solutions to enhance system performance
  • Maintain records of technical issues, solutions and user interactions
  • Stay updated on emerging technologies and industry best practices
  • Deliver outstanding customer service, ensuring a positive user experience

IT Help Desk Technician Experience Requirements & Skills

  • Previous experience in a similar IT support or help desk role
  • Experience with tools for remote desktop support and ticketing systems
  • Strong problem-solving and critical-thinking skills
  • Excellent communication skills, both verbal and written
  • Customer-focused approach with a commitment to customer satisfaction
  • Ability to efficiently prioritize and handle multiple tasks in a dynamic environment
  • Technical proficiency in operating systems, software applications and hardware components
  • Understanding of networking concepts and protocols
  • Adaptability to learn and apply new technologies quickly
  • Team collaboration and interpersonal skills
  • Attention to detail and accuracy in issue documentation

IT Help Desk Technician Education & Qualification Requirements

  • Bachelor’s degree in Computer Science, Information Technology or a related field is preferred
  • An associate’s degree or relevant certifications can be considered as an alternative to obtaining a bachelor’s degree

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Related: How To Write a Job Description

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