Service Desk Technician Job Description [Updated for 2025]

In the era of technological advancements, the role of service desk technicians has become increasingly critical.

As technology evolves, the demand for skilled professionals who can troubleshoot, maintain, and secure our IT infrastructure escalates.

But let’s delve deeper: What’s really expected from a service desk technician?

Whether you are:

• A job seeker trying to comprehend the intricacies of this role,
• A hiring manager conceptualizing the perfect candidate,
• Or simply curious about the behind-the-scenes of IT support,

You’ve come to the right spot.

Today, we present a customizable service desk technician job description template, tailored for effortless posting on job boards or career sites.

Let’s dive right in.

Service Desk Technician Duties and Responsibilities

Service Desk Technicians are the first line of help when customers encounter issues or have queries related to a product or service.

These professionals possess strong problem-solving and communication skills.

They have the following duties and responsibilities:

• Respond to user service requests and troubleshoot them in an efficient and timely manner
• Provide technical support for a variety of hardware and software issues to the customers
• Install, maintain, and upgrade hardware and software systems
• Maintain records of all tech evidence and ensure a swift resolution of system or network outages
• Implement and monitor security measures for communication systems, networks, and provide advice that systems and personnel adhere to established security standards
• Perform system checks to ensure a high-level of software performance
• Offer daily support to users of various computer systems including answering queries, troubleshooting and teaching users how to operate new software and computer equipment
• Create and maintain an organized and consistent documentation system for troubleshooting, systems configurations and network mapping
• Stay updated on the latest technology trends and potential impact on the support provided

 

Service Desk Technician Job Description Template

Job Brief

We are seeking a knowledgeable and reliable Service Desk Technician to provide technical support and assistance to our organization.

The Service Desk Technician will be responsible for responding to service requests, troubleshooting and resolving technical issues, and providing support in a timely and effective manner.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to exceptional customer service.

 

Responsibilities

• Responding to service requests and incident reports, either in person or over the phone
• Identifying, diagnosing, and resolving technical issues
• Maintaining a record of all service requests and their resolution status
• Updating technical documentation and service desk tickets
• Installing, configuring and updating software and hardware systems
• Providing technical support for various technologies and applications
• Collaborating with IT team members to ensure efficient operation of the organization’s desktop computing environment
• Training end-users on hardware functionality and software programs
• Monitoring system performance and troubleshooting issues

 

Qualifications

• Proven work experience as a Service Desk Technician or similar role
• Knowledge of various operating systems, databases, and software
• Ability to troubleshoot, diagnose and resolve technical issues
• Excellent communication and interpersonal skills
• Strong problem-solving skills and attention to detail
• Ability to handle multiple tasks and prioritize work under pressure
• Associate or bachelor’s degree in Computer Science, Information Technology or a related field
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP) will be a plus

 

Benefits

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

 

Additional Information

• Job Title: Service Desk Technician
• Work Environment: Office setting, with occasional need to travel to different locations for onsite support.
• Reporting Structure: Reports to the Service Desk Manager or IT Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $45,000 minimum to $75,000 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 a Service Desk Technician Do?

Service Desk Technicians are IT professionals who primarily assist users with their technical difficulties.

They are usually employed by businesses across various industries and can also work as independent contractors.

They answer queries on basic technical issues and offer advice to solve them.

This could involve dealing with password resets, software installations, hardware configurations, or troubleshooting network issues.

Service Desk Technicians often work within a team to manage service requests, incidents, problems, and changes.

They are responsible for assisting users in diagnosing, reporting, and resolving or correcting hardware and software problems.

They also help with the installation, maintenance, and repair of equipment and software.

They may maintain logs of network activity, analyze them, and prepare reports based on these logs.

Their role also involves managing updates and patches for various software and ensuring these are installed correctly across an organization’s computers and networks.

Service Desk Technicians play a vital role in the smooth operation of an IT department, ensuring that users receive the necessary assistance promptly and efficiently.

They provide an essential service in keeping the technological side of a business running smoothly.

 

Service Desk Technician Qualifications and Skills

A Service Desk Technician requires a unique mix of technical knowledge, communication skills and problem-solving abilities, such as:

• Technical knowledge in various software, hardware, networks, and operating systems to diagnose and resolve issues efficiently.
• Excellent communication skills to communicate with both technical and non-technical staff and customers, explaining solutions in understandable terms.
• Customer service skills to handle inquiries and complaints with professionalism, patience and understanding.
• Problem-solving skills to quickly identify, analyze and resolve technical issues, minimizing downtime and disruption.
• Ability to prioritize and manage multiple tasks simultaneously, maintaining attention to detail and meeting deadlines.
• Ability to work in a team environment, sharing knowledge with peers and working collaboratively to solve more complex problems.
• Experience in utilizing service desk software to log, track and report on all service desk activities.

 

Service Desk Technician Experience Requirements

For entry-level Service Desk Technician roles, candidates are usually required to have at least 1 to 2 years of related experience, which can be obtained through internships or part-time positions in IT support or customer service.

They should have a basic understanding of computer systems, mobile devices, and other tech products.

Candidates with more than 2 years of experience are generally expected to have developed more advanced technical skills and problem-solving abilities.

They could have gained their experience in previous roles as Helpdesk Analysts, IT Support Specialists, or Computer Technicians.

Those with more than 5 years of experience are likely to have a strong background in IT support and customer service, with an emphasis on problem-solving and communication skills.

At this level, candidates may also have some supervisory or team leadership experience, making them suitable for senior or managerial roles within the service desk team.

For all levels, a degree in computer science or a related field, along with relevant certifications such as CompTIA A+ or ITIL, can be beneficial and may sometimes be required.

 

Service Desk Technician Education and Training Requirements

Service Desk Technicians typically require an associate’s degree or higher in computer science, information technology or a related field.

They should have a solid understanding of computer systems, hardware, and software, as well as network systems.

A strong knowledge of Microsoft Office Suite and other common software is also beneficial.

In some cases, relevant work experience may be considered in lieu of formal education.

Many employers provide on-the-job training to help Service Desk Technicians become familiar with their specific systems.

Certifications such as CompTIA A+, Network+, Security+, or ITIL v4 are often preferred and can demonstrate a candidate’s commitment to the field and enhance their professional credibility.

Experience with help desk software, customer service, and problem-solving skills are also essential for this role.

Ongoing education and training may be necessary as technology and software constantly evolve.

 

Service Desk Technician Salary Expectations

A Service Desk Technician earns an average salary of $45,000 (USD) per year.

The actual earnings can vary based on factors such as work experience, the complexity of tasks, location, and the size of the employing organization.

 

Service Desk Technician Job Description FAQs

What skills does a Service Desk Technician need?

Service Desk Technicians need excellent technical and computer skills including knowledge of operating systems, hardware, software and networking.

They should have problem-solving skills to troubleshoot issues and find quick and efficient solutions.

Strong communication and interpersonal skills are also essential to interact with users, understand their issues and explain solutions clearly.

 

Do Service Desk Technicians need a degree?

While not always required, many employers prefer Service Desk Technicians to have an associate’s or bachelor’s degree in Information Technology, Computer Science or a related field.

Experience in customer service, help desk or IT support can be advantageous.

Various certifications, such as CompTIA A+ or Microsoft Certified: Desktop Support Technician, can also be beneficial.

 

What should you look for in a Service Desk Technician resume?

Look for a strong combination of technical skills, education, certifications and experience in IT support or customer service.

Knowledge of specific systems or software used in your organization can also be a plus.

Soft skills like communication, problem-solving, and customer service should also be emphasized.

 

What qualities make a good Service Desk Technician?

A good Service Desk Technician is patient, empathetic and possesses excellent communication skills.

They should be able to understand users’ issues, even if the user isn’t tech-savvy.

They should also have good problem-solving skills and be able to prioritize and manage tasks efficiently.

Being up-to-date with the latest technologies and a continuous learner is also important.

 

What are the daily duties of a Service Desk Technician?

Service Desk Technicians typically start their day by checking and prioritizing support tickets.

Their main duty involves troubleshooting and resolving hardware, software, and networking issues.

They may also assist in installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems.

They often interact with staff or clients through phone, email, or in-person to understand the issue and provide the solution.

At times, they may also need to escalate more complex issues to higher-level IT support.

 

Conclusion

And there you have it.

Today, we’ve unveiled the intricate workings behind being a service desk technician.

Surprise, surprise!

It’s not just about troubleshooting.

It’s about providing exceptional service and support, one ticket at a time.

Armed with our handy service desk technician job description template and real-world examples, you’re ready to take the next step.

But don’t stop just yet!

Take the plunge with our job description generator. It’s your pathway to precision-crafted job listings or enhancing your resume to the highest standard.

Remember:

Every support ticket is a step towards a better and more efficient workplace.

Let’s create that future. Together.

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