IT Service Desk Technician Job Description [Updated for 2025]

In the digital era, the critical role of IT Service Desk Technicians is increasingly clear.

As technology continues to evolve, the demand for skilled professionals who can manage, troubleshoot, and protect our IT systems grows.

But what does the role of an IT Service Desk Technician really involve?

Whether you are:

• A job seeker trying to understand the scope of this role,
• A hiring manager defining the perfect candidate,
• Or simply interested in the behind-the-scenes of IT support,

You’ve come to the right place.

Today, we present a customizable IT Service Desk Technician job description template, designed for simple posting on job boards or career sites.

Let’s delve right into it.

IT Service Desk Technician Duties and Responsibilities

IT Service Desk Technicians are the first line of help when customers encounter IT issues.

They possess extensive knowledge of computer software and hardware, along with a variety of internet applications, networks, and operating systems.

The main duties and responsibilities of an IT Service Desk Technician include:

• Responding to service requests and managing them in an efficient and timely manner
• Installing, maintaining, and troubleshooting hardware and software systems
• Identifying and resolving technical issues, including network configuration, and system installation
• Documenting all reported malfunctions and actions taken in the resolution process
• Providing guidance and support to users, including training on new systems or software applications
• Assessing system performance and recommending improvements if necessary
• Creating and managing user accounts and permissions
• Keeping up-to-date with the latest technology and security risks to prevent potential issues
• Working collaboratively with other IT staff to ensure smooth operation of systems and software
• Escalating more complex technical issues to the appropriate IT staff

 

IT Service Desk Technician Job Description Template

Job Brief

We are seeking a skilled IT Service Desk Technician to join our team.

The IT Service Desk Technician will be responsible for providing technical assistance to our staff and troubleshooting a variety of issues related to computer systems, hardware, and software.

This includes resolving network issues, configuring operating systems and applications, and providing hands-on support when necessary.

Our ideal candidate is highly technical, with outstanding problem-solving skills and a deep understanding of IT systems and applications.

 

Responsibilities

• Respond to IT issues; hardware maintenance, software, networking, etc.
• Provide technical support to users in-person, via phone, or electronically
• Install and configure computer systems and applications
• Resolve issues with networks and IT systems
• Monitor and maintain computer systems and networks
• Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Set up new users’ accounts and profiles and deal with password issues
• Conduct electrical safety checks on computer equipment.

 

Qualifications

• Proven experience as a help desk technician or other customer support role
• 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

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: IT Service Desk Technician
• Work Environment: Office setting, with occasional visits to different departments within the organization. Remote support to staff may also be required.
• Reporting Structure: Reports to the IT Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $46,000 minimum to $65,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does an IT Service Desk Technician Do?

IT Service Desk Technicians are tech-savvy professionals who provide technical support and assistance to an organization’s staff or customers.

They are often the first point of contact for people experiencing issues with their computer systems or software.

They troubleshoot, diagnose, and resolve technical problems, such as computer systems not working properly, network connectivity issues, and problems with specific software applications.

They can also assist with the setup and installation of new software or hardware.

IT Service Desk Technicians may communicate with users via phone, email, or in-person, to understand the nature of the problem and guide them through steps to resolve the issue.

They also often work with other IT professionals, like network administrators or software engineers, to resolve more complex issues.

Moreover, they often maintain a record of common problems and solutions to enhance future troubleshooting and problem-solving processes.

Lastly, part of their duties may involve conducting regular maintenance and system checks to prevent issues from occurring and ensuring the optimal performance of computer systems.

 

IT Service Desk Technician Qualifications and Skills

An IT Service Desk Technician is a vital part of any IT department, and should possess the following skills and qualifications:

• Technical knowledge to troubleshoot hardware, software, and network issues, including a strong understanding of operating systems, mobile devices, printers, and other IT equipment.
• Problem-solving skills to diagnose and fix IT issues, using a systematic approach to break down and analyze complex problems.
• Communication skills to liaise between the IT department and non-technical staff, explaining technical concepts in an understandable way and ensuring users feel supported.
• Customer service skills to handle user complaints and queries efficiently and professionally, always aiming for high levels of user satisfaction.
• Organizational skills to manage multiple tasks, often under pressure, prioritizing and logging tasks appropriately.
• Attention to detail to accurately record user issues and solutions, ensuring that IT service data is accurate and up to date.
• Ability to stay updated with the latest technologies, software, and IT best practices, demonstrating a commitment to continuous learning and improvement.

 

IT Service Desk Technician Experience Requirements

Entry-level IT Service Desk Technicians usually have 1 to 2 years of experience, which can be gained through internships or part-time roles in IT Support or Helpdesk roles.

These individuals may have experience in troubleshooting, customer service, or other IT-related tasks, often gained in a practical, hands-on environment.

Candidates with around 3 years of experience often have a deeper knowledge of IT systems and software, having honed their skills in previous IT support roles.

They may have experience in working with specific software or hardware, providing technical support, and handling service requests.

Those with more than 5 years of experience have likely developed a high degree of technical expertise and problem-solving skills.

They may also have experience in team leadership or management, having overseen junior technicians or coordinated team activities.

Such candidates may be suitable for senior or supervisory roles within the IT service desk.

Regardless of experience level, IT Service Desk Technicians are expected to have strong customer service skills, a broad knowledge of IT systems, and the ability to troubleshoot and resolve various technical issues.

Additionally, qualifications such as CompTIA A+ certification or a degree in a relevant field can be beneficial.

 

IT Service Desk Technician Education and Training Requirements

IT Service Desk Technicians typically require at least a high school diploma or equivalent, although a bachelor’s degree in information technology, computer science or a related field is often preferred.

It is essential for these technicians to have a solid understanding of computer systems, mobile devices and other tech products.

Along with a thorough knowledge of hardware, software, and network systems, they should also have familiarity with operating systems like Windows, MacOS and Linux.

Relevant certifications like CompTIA A+, Microsoft Certified: Windows 10, ITIL Foundation, or HDI-SCA (Support Center Analyst) are not mandatory but can significantly enhance an IT Service Desk Technician’s employability.

These certifications validate their technical skills, and knowledge of IT service management.

On-the-job training is commonly provided to new hires by employers, allowing them to familiarize themselves with the specific tools, equipment, software, and procedures used in the organization.

Continual professional development is crucial in this role due to the fast-paced nature of technological advancements.

Therefore, many IT Service Desk Technicians attend workshops, conferences, or additional training courses to stay updated with the latest trends and innovations in the IT industry.

 

IT Service Desk Technician Salary Expectations

The average salary for an IT Service Desk Technician is approximately $44,330 (USD) per year.

However, this figure can fluctuate based on factors such as the individual’s level of experience, qualifications, location, and the size and sector of the employing company.

 

IT Service Desk Technician Job Description FAQs

What skills does an IT Service Desk Technician need?

An IT Service Desk Technician needs strong problem-solving abilities, technical understanding of various software and hardware systems, and knowledge of network configuration.

They should also have excellent communication skills for explaining complex IT concepts to non-technical staff members.

Often, knowledge of specific systems like Microsoft Office, Windows OS, or Mac OS is required.

 

Do IT Service Desk Technicians need a degree?

While it’s not always mandatory, many IT Service Desk Technicians hold a degree in IT, Computer Science or a related field.

However, experience and certifications like CompTIA A+ or Microsoft Certified: Azure Fundamentals can also be relevant and valuable.

 

What should you look for in an IT Service Desk Technician resume?

An ideal IT Service Desk Technician resume would highlight relevant experience in IT support or service desk roles, demonstrating the applicant’s ability to troubleshoot and resolve IT issues.

Certifications in relevant technologies, knowledge of different operating systems, and experience with service ticketing systems would also be beneficial.

Additionally, soft skills such as communication, empathy and teamwork should be highlighted.

 

What qualities make a good IT Service Desk Technician?

A good IT Service Desk Technician is patient, understanding and customer-oriented.

They need to be able to troubleshoot effectively under pressure, explain complex solutions in simple terms, and maintain a positive attitude even in challenging situations.

They should also be eager to stay updated with the latest technology trends and improvements.

 

What are the daily duties of an IT Service Desk Technician?

An IT Service Desk Technician typically starts their day by checking and prioritizing open IT support tickets.

They spend their day resolving these issues, which may involve troubleshooting hardware or software problems, resetting passwords, or escalating complex problems to higher-level technicians.

They also communicate with end users to explain solutions and provide instruction on how to avoid similar issues in the future.

 

Conclusion

And there you have it.

Today, we’ve unraveled the complexities of being an IT Service Desk Technician.

Surprised?

It’s not just about fixing computer issues.

It’s about being the backbone of technological efficiency, one support ticket at a time.

Armed with our definitive IT Service Desk Technician job description template and real-world examples, you’re fully equipped to take the next step.

But why limit yourself?

Explore more with our job description generator. It’s your gateway to creating pinpoint accurate listings or refining your resume to absolute precision.

Remember:

Every support ticket is a chance to make a difference.

Let’s shape the future of IT. Together.

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