IT Support Technician job description.
An IT Support Technician provides frontline technical assistance to employees, resolving hardware, software, and network issues to minimize downtime. They set up and maintain workstations, respond to help desk tickets, and escalate complex problems to senior IT staff. This role requires practical troubleshooting skills and clear communication to support users with varying levels of technical knowledge.
The IT Support Technician job description · $29
The full editable .docx — role summary, 9 worked responsibilities, qualifications, and skills, formatted for your letterhead. Delivered to your inbox within 24 hours — usually instantly.
Role: IT Support Technician Reports to: IT Manager
An IT Support Technician provides frontline technical assistance to employees, resolving hardware, software, and network issues to minimize downtime. They set up and maintain workstations, respond to help desk tickets, and escalate complex problems to senior IT staff. This role requires practical troubleshooting skills and clear communication to support users with varying levels of technical knowledge.
- Respond to and resolve help desk tickets within service level targets
- Troubleshoot hardware, software, and network connectivity issues
- Set up, configure, and deploy new workstations and peripherals
What's inside the document.
One-paragraph plain-English explanation of the role's outcome and scope.
9 responsibilities phrased the way the work is actually done.
5 qualifications a candidate must have to perform on day 30.
3 qualifications that would make a candidate excellent in year two.
6 skill chips you can copy directly into your ATS.
IT Manager
A complete document set.
- Word document (.docx) — fully editable
- PDF — signature-ready
- Google Docs — one-click copy to your Drive
- 12 months of updates to this document
- Commercial-use licence for internal and client work
The work, not the title.
- Respond to and resolve help desk tickets within service level targets
- Troubleshoot hardware, software, and network connectivity issues
- Set up, configure, and deploy new workstations and peripherals
- Install and update software, patches, and security updates
- Maintain accurate records of issues, resolutions, and equipment inventory
- Assist with user account setup, password resets, and access permissions
- Escalate complex technical issues to senior IT staff or vendors
- Provide basic training and guidance to end users
- Support IT equipment for meetings, onboarding, and office moves
Required — and what would make a candidate excellent.
- Associate's degree in IT or equivalent hands-on experience
- 1-2 years of experience in a help desk or technical support role
- Working knowledge of Windows/Mac operating systems and common software
- Strong troubleshooting and customer service skills
- Ability to explain technical issues in plain language
- CompTIA A+, Network+, or similar certification
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk)
- Basic knowledge of Active Directory and networking fundamentals
Eight steps from download to publish.
- 01Open the IT Support Technician job description in Word or your one-click Google Docs copy.
- 02Replace placeholders for company name, reporting line, and location with your specifics.
- 03Tighten the summary to one paragraph that names the team's outcome, not just the role.
- 04Edit the responsibilities to match the actual scope of the seat — aim for 6 to 8 items, not 12.
- 05Separate required qualifications from preferred. Required is what a candidate must have to do the work on day 30; preferred is what would make them excellent in year two.
- 06Add salary range guidance using BLS, Payscale, or your own band data — do not copy generic figures.
- 07Have the hiring manager and one peer read it. Cut anything that wouldn't survive a candidate question.
- 08Publish to your ATS, intranet, and external careers page.
The right document at the right moment.
Use this IT Support Technician job description any time you are opening or reopening a seat at this level. The entry band sets the calibration — copy the document, tighten it to your specific scope, and circulate to the hiring panel before the first interview.
The reporting line (IT Manager) and skills list are starting points. Override either if your org structure or stack differs from the norm — the template is a draft, not a contract.
Honest answers before you download.
- What certifications help an IT support technician get hired?
- CompTIA A+ is the most common entry-level certification employers look for; Network+ or vendor-specific certifications can help with advancement.
- Is this role remote-friendly?
- Many IT support technician roles require on-site presence for hardware setup and in-person troubleshooting, though some help desk functions can be handled remotely.
Other documents in this neighbourhood.
IT Support Specialist
An IT Support Specialist provides first- and second-line technical support to employees, resolving hardware, software, and network issues.
Help Desk Technician
A help desk technician serves as the first point of contact for employees or customers experiencing technical issues, providing phone, chat, or in-person support.
IT Technician
An IT technician installs, maintains, and troubleshoots computer hardware, software, and network equipment for an organization's staff.
This IT Support Technician job description is a professionally drafted starting point for your hiring process and is not legal advice. Hiring practice varies by jurisdiction (e.g. pay-transparency laws differ across US states and AU jurisdictions). Adapt this document for your specific location and have employment counsel review any clauses you add before publishing. Salary varies by region, employer type, and experience. Reference BLS or current industry surveys for ranges. Full disclaimer.