IT Help Desk Technician Job Description Template

Ani Gasparyan

Last updated on December 3, 2024 | 6 min read

Job Description Template

General overview of the role

IT Help Desk Technician provides technical support and troubleshooting assistance to end-users. They resolve hardware, software, and network issues, ensuring smooth IT operations. This role involves answering help desk tickets, diagnosing problems, and offering solutions via phone, email, or in person. IT Help Desk Technician collaborates with other IT team members to maintain system performance and ensure timely resolution of technical issues, contributing to overall business productivity.

Typical duties and responsibilities

1. Provide first-line support for hardware, software, and network issues via phone, email, or chat, ensuring timely and effective assistance to end users.
2. Troubleshoot and resolve technical problems using diagnostic tools and standard procedures to minimize user downtime and maintain productivity.
3. Log, track, and update support tickets in the IT service management system, ensuring accurate documentation of issues and resolutions.
4. Escalate complex issues to higher-tier support teams, providing detailed information to facilitate efficient problem-solving and resolution.
5. Install, configure, and maintain hardware, software, and peripherals, ensuring proper functionality and adherence to company standards.
6. Assist in software updates, patches, and system upgrades by coordinating with the IT team and minimizing user disruption.
7. Offer guidance and training to users on IT systems and applications, fostering technical competence and efficient system usage.
8. Maintain detailed documentation of issues, resolutions, and IT processes to build a knowledge base and improve future support efforts.
9. Monitor and maintain system performance, proactively identifying and addressing potential issues before they impact users.
10. Assist in implementing and enforcing IT policies, including security protocols, to protect company assets and ensure compliance.

Required skills and experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 2 years of proven experience in an IT help desk or technical support role, with a strong understanding of troubleshooting hardware, software, and network issues.
• Proficiency in using and supporting operating systems such as Windows, macOS, and Linux, as well as common software applications.
• Knowledge of networking concepts, including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
• Strong communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.
• Experience with IT service management tools (e.g., ServiceNow, JIRA) for logging and tracking support tickets.
• Familiarity with installing, configuring, and maintaining hardware such as laptops, desktops, and peripherals.
• Ability to manage and prioritize multiple support tickets and issues simultaneously in a fast-paced environment.

Nice to have/preferred skills and experience (not required)

• Certification in IT-related fields (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
• Knowledge of ITIL (Information Technology Infrastructure Library) or other IT service management frameworks.
• Experience with remote support tools and troubleshooting techniques.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Basic knowledge of scripting or automation (e.g., PowerShell, Bash).

What we offer

• Extensive health and wellness coverage.
• Work-from-home options and flexible hours.
• Paid time off for vacations, holidays, and sick leave.

Here are a few more benefits that, according to Forbes, are valued by employees:

• Retirement savings plans with employer matching, such as 401(k) plans, are significant to employees.
• Early leave on Fridays.
• 4-day work week.
• Private dental insurance.

About us

We recommend including general information about the company, such as its mission, values, and industry focus. For instance, you could say:

“DevsData LLC is an IT recruitment agency that connects top tech talent with leading companies to drive innovation and success. Their diverse team of US specialists brings unique viewpoints and cultural insights, boosting their capacity to meet client demands and build inclusive work cultures. Over the past 8 years, DevsData LLC has completed over 80 projects for startups and corporate clients in the US and Europe.”

Explore sample resumes

Explore these practical resume examples to guide your focus and priorities during the candidate review:

• IT Help Desk Technician Resume Sample
• IT Help Desk Analyst Resume Sample
• IT Support Engineer Resume Sample

Contact DevsData LLC

If you want to hire a qualified IT Help Desk Technician, contact DevsData LLC at [email protected] or visit www.devsdata.com. The company’s hiring process is comprehensive and streamlined, leveraging an extensive database of over 65000 professionals.

They are well-known for conducting in-depth 90-minute interviews to evaluate candidates’ technical expertise and problem-solving skills.

Furthermore, DevsData LLC holds a government-approved recruitment license, ensuring compliance with industry standards and regulations.