IT Help Desk Technician Job Description

What is the job description of an IT Help Desk Technician? What are the duties and responsibilities of an IT Help Desk Technician? What does an IT Help Desk Technician do?

Job description of an IT Help Desk Technician

IT Help Desk Technician is an IT professional who provides technical assistance on computer systems and serves as the first contact for customers who need technical assistance over the phone or email.

This IT Help Desk Technician job description example includes the list of most important IT Help Desk Technician duties and responsibilities as shown below. It can be modified to fit the specific IT Help Desk Technician profile you're trying to fill as a recruiter or job seeker.

IT Help Desk Technician Duties and Responsibilities

IT Help Desk Technician job description should contain a variety of functions and roles including:

  • Serve as the first contact with customers who need technical assistance via the phone or email
  • Perform troubleshooting using different diagnostic techniques 
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues
  • Follow-up with customers 
  • Provide feedback on processes and make recommendations on areas to improve
  • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
  • Provide quick resolution and excellent customer service
  • Redirect unresolved issues to the next level of support personnel
  • Provide needed information on IT products or services
  • Keep record of problems and their resolution 
  • Suggest improvements on procedures

IT Help Desk Technician Requirements / Skills / Qualifications

IT Help Desk Technician job description should include these common skills and qualifications:

  • BSc. in IT, Computer Science or similar relevant field
  • Previous working experience as an IT Help Desk Technician for (x) year(s)
  • Excellent communication and interpersonal skills
  • Customer-oriented and patient
  • In-depth knowledge of computer systems and mobile devices 
  • Hands on experience with diagnosing and resolving basic technical issues

As a hiring manager, recruiting an ideal IT Help Desk Technician starts with crafting a good job description. Use this IT Help Desk Technician job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of an IT Help Desk Technician may also reference it in preparation for the interview.