Sample IT help desk technician job description

At [Company X], we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT help desk technician to assist our customers with questions and problems concerning computer systems, hardware, and software. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Objectives of this role

  • Provide quick and effective assistance with information technology systems

  • Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance 

  • Listen attentively to customers’ questions and concerns and offer optimal solutions

  • Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel

  • Work with desktop support engineers to provide customers with superior service

  • Represent [Company X] with professionalism and integrity while helping to advance our company mission


  • Respond to tech inquiries via email, through online chats, over the phone, or in person

  • Inform customers about IT products and services

  • Walk customers step-by-step through the problem-solving process

  • Help with troubleshooting hardware and software

  • Follow up with customers to ensure satisfactory service

  • Communicate customer feedback to the appropriate internal team members

Skills and qualifications

  • Excellent problem-solving and analytical skills

  • Comprehensive knowledge of computer systems and experience troubleshooting hardware and software

  • The ability to break down technological processes and deliver clear, step-by-step instructions

  • Patient, friendly demeanor with a great aptitude for listening

  • Strong verbal and written communication skills

  • Commitment to providing exceptional customer service

Preferred qualifications

  • Passion for problem-solving and customer service

  • Tech savvy, with experience working in a tech-related field

  • Ability to diagnose and resolve a variety of technical issues

  • Team-oriented mindset with an openness to constructive feedback

  • Eagerness to learn new technologies and systems

  • Experience working as an IT help desk technician or in a similar customer support role