IT Help Desk Technician Job Description

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What is a IT Help Desk Technician?

A IT Help Desk Technician is a professional who provides technical support to end-users within an organization. They are responsible for troubleshooting and resolving IT-related issues, such as software malfunctions, hardware problems, network connectivity issues, etc. They may assist users through phone, email, chat, or in person, guiding them through proper solutions or escalating issues to higher-level support if needed.

IT Help Desk Technicians can work in various industries, as almost all organizations nowadays rely on IT systems and infrastructure. They may be employed in technology companies, financial institutions, healthcare organizations, government agencies, educational institutions, and many other sectors.

What does IT Help Desk Technician do?

A IT Help Desk Technician is responsible for providing technical support and assistance to users experiencing various IT-related issues. On a day-to-day basis, their tasks may include:

  1. Responding to user inquiries: Receiving and responding to customer support requests, such as phone calls, emails, or tickets, in a timely and professional manner.
  2. Troubleshooting technical issues: Analyzing and diagnosing software and hardware problems, and providing step-by-step instructions to resolve them.
  3. Remote support: Assisting users over phone or through remote access tools to resolve issues with software installations, system configurations, network connections, and other technical difficulties.
  4. Escalating and tracking issues: Assessing and categorizing support requests based on their severity and complexity, and escalating them to appropriate IT teams if needed. Keeping track of open tickets and ensuring timely follow-up and resolution.
  5. User account management: Creating and managing user accounts, granting and revoking access permissions, and resetting passwords.
  6. Software and system updates: Assisting users in updating software applications, operating systems, and drivers with the latest patches and updates.
  7. Documentation: Maintaining accurate and up-to-date records of support requests, troubleshooting steps, and resolutions in a knowledge base or ticketing system.
  8. Training and guidance: Providing basic training to end-users on how to use software applications, operating systems, or other technologies effectively and efficiently.
  9. Hardware support: Assisting with the installation, configuration, and maintenance of computer hardware equipment, such as printers, scanners, and peripherals.
  10. Collaborating with IT teams: Communicating and collaborating with other IT teams, such as network administrators, system administrators, or developers, to resolve complex technical issues or escalate requests.

Overall, the role of an IT Help Desk Technician is critical in ensuring that end-users have a positive experience with their IT systems and receive prompt support for any technical issues they encounter.

What skills are needed to be a IT Help Desk Technician?

Technical knowledge: A strong foundation in computer hardware and software, networking, operating systems, and troubleshooting is essential for an IT Help Desk Technician. This skill allows them to accurately diagnose and resolve technical issues.

Problem-solving skills: IT Help Desk Technicians need the ability to analyze and solve problems efficiently. They must be able to think critically and creatively to find solutions to complex issues.

Excellent communication skills: Effective communication is crucial for IT Help Desk Technicians, as they often need to explain technical concepts to non-technical users. They must be able to translate complex information into simple, understandable terms.

Customer service skills: IT Help Desk Technicians should have a customer-oriented approach and excellent interpersonal skills. They need to provide friendly and professional support while managing customer expectations.

Patience and empathy: Dealing with frustrated or confused users requires patience and empathy. IT Help Desk Technicians must be understanding and able to calm customers who may be in a state of distress.

Time management: As IT Help Desk Technicians often handle multiple support requests simultaneously, they need strong time-management skills to prioritize and efficiently resolve issues within established deadlines.

Adaptability: The IT landscape is constantly evolving. IT Help Desk Technicians should be flexible and eager to learn new technologies and update their knowledge to keep up with industry trends.

Attention to detail: Paying close attention to detail is essential for troubleshooting complex technical problems. IT Help Desk Technicians must be thorough in their analysis to identify root causes and implement accurate solutions.

Teamwork: Collaboration is often required in an IT Help Desk environment. Technicians should be able to work well with others, share knowledge, and contribute to a positive team dynamic.

Resourcefulness: IT Help Desk Technicians should possess resourcefulness, allowing them to find solutions and workarounds when faced with unfamiliar or unique issues. They should be able to research and explore different problem-solving approaches.

IT Help Desk Technician

IT Help Desk Technician duties and responsibilities

Top Duties of an IT Help Desk Technician:

  1. Provide technical support: Assist users with hardware and software issues, troubleshoot problems, and find solutions.
  2. Respond to help desk tickets: Address and resolve user requests and inquiries submitted through the IT help desk ticketing system.
  3. Install and configure software and hardware: Set up new computers, install operating systems and applications, and configure network devices.
  4. Perform system maintenance: Update software, apply patches and security fixes, and perform routine maintenance tasks to ensure system stability.
  5. Create documentation and knowledge base: Develop and maintain documentation, tutorials, and knowledge base articles to help users solve common issues independently.
  6. Perform remote or on-site problem resolution: Determine if issues can be resolved remotely or if a technician needs to go on-site. Provide guidance and assistance to users in both scenarios.
  7. Train end-users: Conduct training sessions or create user guides to educate employees on using common software applications and tools effectively.

Qualifications required to be IT Help Desk Technician

The qualifications required for an IT Help Desk Technician can vary depending on the employer and specific job requirements. However, some common qualifications that are often sought after include:

  1. Education: A bachelor's degree or associate's degree in computer science, information technology, or a related field is typically preferred. However, some positions may only require a high school diploma or equivalent.

  2. Technical Skills: Proficiency in various operating systems, such as Windows, macOS, and Linux, is important. Familiarity with hardware and software troubleshooting, networking concepts, and remote desktop support is also crucial. Knowledge of help desk ticketing systems and experience in desktop support is often desired.

  3. Certifications: Certifications can enhance your qualifications and make you stand out among other candidates. Some common certifications for IT Help Desk Technicians include CompTIA A+, CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), and HDI Support Center Analyst.

  4. Communication Skills: Excellent communication skills, both verbal and written, are essential for an IT Help Desk Technician. This includes the ability to effectively communicate technical concepts to non-technical users and provide clear instructions for troubleshooting steps.

  5. Problem-solving Abilities: Help Desk Technicians must be able to analyze complex problems, identify potential solutions, and effectively troubleshoot issues. Strong critical thinking and problem-solving skills are important in this role.

  6. Customer Service Skills: Being able to provide excellent customer service is crucial as Help Desk Technicians often interact with end-users who may be frustrated or unfamiliar with IT processes. Patience, empathy, and a positive attitude are important in resolving user issues.

  7. Time Management: Help Desk Technicians often receive multiple requests simultaneously, so the ability to manage time effectively and prioritize tasks is important.

  8. Teamwork: Collaboration and cooperation with other team members, as well as other IT professionals, may be necessary in resolving complex issues or escalating problems to higher levels of support.

It's important to note that while these qualifications are commonly sought after, the specific requirements can vary based on the employer's needs. Therefore, it's always best to review the job description and requirements for the specific IT Help Desk Technician role you are applying for.

IT Help Desk Technician Job Description Template


Job Brief

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.


  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures


  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field

What are some qualities of a good IT Help Desk Technician?

A good IT Help Desk Technician possesses a combination of technical expertise, problem-solving skills, and exceptional communication abilities. Firstly, technical proficiency is essential, as they must have a comprehensive understanding of computer hardware, software, and networks to effectively diagnose and resolve issues. They should also stay updated on the latest technological advancements to provide efficient and accurate solutions. Additionally, strong problem-solving skills are crucial as help desk technicians encounter a wide range of issues, requiring them to think critically and creatively to identify the root cause of problems and devise effective troubleshooting strategies. Moreover, excellent communication skills are vital to communicate with users who may have limited technical knowledge. The ability to explain technical concepts in a clear and concise manner, both orally and in writing, helps users understand solutions and guides them through troubleshooting steps. A good technician is also patient, empathetic, and attentive to users' needs, providing exceptional customer service and ensuring a positive experience. Overall, a good IT Help Desk Technician possesses technical expertise, problem-solving abilities, and strong communication skills to effectively support users and resolve technical issues.

What are the salary expectations of IT Help Desk Technician?

The salary expectations for an IT Help Desk Technician can vary depending on factors such as location, experience level, and the size of the company.

On average, entry-level Help Desk Technicians can expect to earn between $35,000 and $45,000 per year. As they gain more experience and expertise, their salary can increase to around $45,000 to $60,000.

In larger metropolitan areas or high-demand regions, the salary range may be higher, with experienced Help Desk Technicians earning upwards of $70,000 per year. Additionally, professionals who possess specialized certifications or skills may command higher salaries.

Who does IT Help Desk Technician report to?

Typically, an IT Help Desk Technician will report to an IT Manager, IT Supervisor, or Help Desk Manager. They work closely with other members of the IT department, such as network administrators, system administrators, and other support staff. Additionally, they interact with end-users or customers who need technical assistance and support.

Last Updated 28 Sep, 2023

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