IT Help Desk Support Technician

IT Help Desk Support Technician Job Description Template

Our company is looking for a IT Help Desk Support Technician to join our team.


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


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