Service Desk Technician Job Description Template

The Service Desk Technician is responsible for providing technical support and assistance to end-users regarding software, hardware, and network-related issues. They must maintain a high level of customer service and ensure that all incidents and requests are logged, tracked, and resolved in a timely manner. The Service Desk Technician must also possess excellent communication skills, as they will be required to explain complex technical issues in a clear and concise manner. This job requires the ability to work independently and as part of a team, as well as a strong technical aptitude and a willingness to learn and adapt to new technologies.

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Job Overview

A Service Desk Technician is responsible for providing technical support to end-users, troubleshoots and resolves hardware, software and network related issues. The person in this role is expected to have excellent communication skills and the ability to work under pressure to meet strict deadlines.

Primary Responsibilities:

  • Respond and resolve technical issues of end-users by phone, email, or in-person
  • Provide excellent customer service to users by understanding their needs and responding promptly to their requests
  • Troubleshoot and resolve hardware, software and network-related issues
  • Document all reported issues and resolutions into a ticketing system
  • Escalate complex issues to senior technical staff or management as necessary
  • Track and monitor the status of all open tickets to ensure timely resolution and client satisfaction
  • Install, configure and maintain hardware and software on end-user and company-owned devices
  • Assist with the development and maintenance of standard operating procedures (SOPs)
  • Provide training and support to end-users on new applications, hardware or software as needed


  • At least 1-2 years of experience in a technical support role
  • Excellent communication skills, both verbal and written
  • Technical proficiency in common software and hardware technologies
  • Ability to work under pressure and meet strict deadlines
  • Excellent problem-solving and troubleshooting skills
  • Strong customer service skills and ability to work well in a team environment
  • Bachelor's degree in Information Technology, Computer Science or related field (preferred)


Service Desk Technicians play a critical role in helping companies address technical issues and keep their IT systems running smoothly. With businesses increasingly reliant on technology, the demand for skilled Service Desk Technicians is higher than ever before.

What is a Service Desk Technician?

A Service Desk Technician is responsible for providing end-users with technical support for all their hardware and software issues. They primarily work in an office setting, but may need to travel to perform on-site support or switch to remote support during the pandemic. A Service Desk Technician's primary job responsibilities include:

  • Responding to user inquiries and resolving technical issues
  • Providing technical support for hardware and software programs
  • Maintaining and monitoring computer systems
  • Configuring new hardware and software
  • Installing software updates and patches
  • Collaborating with other IT professionals to resolve issues
  • How to create a Service Desk Technician job posting?

    Here are some tips to help you create an effective Service Desk Technician job posting:

    1. Start with a compelling job title

    The job title should clearly convey the primary responsibility of the position. Some examples of job titles for Service Desk Technicians include:

  • Service Desk Technician
  • IT Support Technician
  • Help Desk Technician
  • 2. Write a clear job summary

    The job summary should describe the primary responsibility of the position briefly. The job summary should also include your company's core values, mission, and culture. This will help applicants gauge whether they want to work for your organization.

    3. Outline necessary job qualifications

    The necessary qualifications are an essential component of your job posting. This includes skills, experience, and education. Typical qualifications for a Service Desk Technician position might include:

  • Bachelor's Degree in Information Technology, Computer Science, or related field
  • 2+ years of experience in a technical support role
  • Proven ability to diagnose and resolve technical issues
  • Excellent written and verbal communication skills
  • Ability to multitask and prioritize tasks effectively
  • 4. Describe the benefits and perks of working for your company

    It's also important to highlight the benefits and perks of working for your company. This might include:

  • Competitive salary and benefits package
  • Flexible work hours
  • Opportunities for advancement
  • Work-from-home options
  • 5. Include instructions for how to apply

    Finally, be sure to include clear instructions for how to apply for the position. This might include:

  • A link to an online application form
  • Instructions for contacting HR directly
  • Instructions on how to send resumes and cover letters
  • Conclusion

    Creating an effective Service Desk Technician job posting is a critical first step in building a successful IT team. By following the tips outlined in this article, you can attract qualified candidates who are a perfect fit for your organization.

    What should I include in a Service Desk Technician job posting?

    A Service Desk Technician job posting should include details such as job responsibilities, qualifications, and requirements. The posting should also provide information about the company, benefits and work culture. Ensure the posting is clear, concise, and easy to understand.

    What are the responsibilities of a Service Desk Technician?

  • Respond to user requests for technical assistance over the phone or via email in a timely manner
  • Diagnose and resolve technical hardware and software issues
  • Install and configure software and applications
  • Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes
  • Create and maintain technical documentation
  • Manage user accounts and permissions
  • Identify, troubleshoot and escalate complex issues to appropriate teams
  • What qualifications are required for a Service Desk Technician?

  • High School diploma, GED or equivalent degree
  • 1-2 years of experience in a similar role
  • Strong problem-solving abilities and technical knowledge
  • Excellent written and verbal communication skills
  • Knowledge of PC hardware, software, and operating systems
  • Understanding of basic networking concepts
  • What soft skills are required for a Service Desk Technician?

  • Excellent customer service skills
  • Ability to communicate technical information to non-technical personnel
  • Ability to work independently and in a team environment
  • Strong organizational and time-management skills
  • What benefits can be mentioned in a Service Desk Technician job posting?

  • Healthcare insurance
  • 401(k) plan with company match
  • Paid holidays and vacations
  • Tuition reimbursement
  • Opportunities for career advancement
  • Engaging and diverse work environment
  • Do I need to mention the salary range in a Service Desk Technician job posting?

    It is completely up to you whether or not to mention salary details in the job posting. If you choose to do so, ensure the range is competitive and aligned with industry standards.

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