What does a Help Desk Technician do?

Help Desk Technicians assist users in resolving computer issues that may interfere with functionality and the overall user experience. When employed to directly assist other employees, they may draw on customer service skills and technical knowledge. Help Desk Technicians often have detailed, question-heavy discussions with callers to diagnose the issue.

In consumer-facing roles, they can help consumers better utilize the products they’ve purchased and support employees in increasing productivity. For example, a Help Desk Technician may answer phone calls from consumers trying to use software on their computer and guide them while troubleshooting challenges.

Help Desk Technician skills and qualifications

Help Desk Technicians typically have both customer service and technical responsibilities. Therefore, your IT Help Desk job description should reference both hard and soft skills.

Skills commonly listed in Help Desk Technician job description templates include:

• Technical proficiency in basic computer skills, popular operating systems and employer-specific hardware and software
• Understanding of network administration, including protocols and IP addressing
• Knowledge of software installation and configuration processes
• Ability to troubleshoot quickly
• Strong written and verbal communication skills
• Ability to simplify technical language into easy-to-understand phrasing
• Patience and empathy when helping users
• Excellent time management and organizational skills

Help Desk Technician experience requirements

Using a skills-first approach, you might look for candidates who demonstrate empathy, patience and critical-thinking skills, all soft skills candidates could refine in related roles.

Your help desk job descriptions may emphasize these transferable skills. For example, successful candidates may also have technical work or customer service experience, such as an IT Support or Customer Service Representative role.

Help Desk Technician education and training requirements

There are typically no formal education requirements for a Help Desk Technician, making it a strong opportunity for skills-first hiring. You may prioritize practical abilities such as technical troubleshooting, customer support and familiarity with operating systems or common enterprise software over formal degrees.

Familiarity with software or devices can typically be learned on the job or through free educational resources online. For example, candidates may have learned IT skills through Microsoft Ignite, which offers free training to IT professionals.

For more technical environments, employers may look for certifications that validate core IT knowledge and skills, such as CompTIA A+ or CompTIA Network+. While these are voluntary, they can demonstrate additional competencies and act as a helpful benchmark when screening candidates without a degree.

Job description samples for similar positions

If this Help Desk Technician job description doesn’t align with your needs, check out these other sample job descriptions for similar positions:

• Help Desk Clerk
• Desktop Support Specialist
• IT Support Specialist

Help Desk Technician job description FAQs

Who employs Help Desk Technicians?

Help Desk Technicians may work for software companies, computer companies and other tech-driven organizations that need workers to assist customers with software and hardware problems. They may also be employed by third-party tech support companies and call centers that offer these services to other businesses or work for companies needing internal IT support.

Who does a Help Desk Technician report to?

Help Desk Technicians typically report to a Help Desk Supervisor or an IT Support Manager, but the exact hierarchy depends on the company’s size. Larger IT departments may have several technicians working under a core supervisor, while smaller companies may have one or two Help Desk Technicians who have more comprehensive roles and report directly to a Product Manager or Facilities Manager.

What position can Help Desk Technicians move to?

A successful Help Desk Technician may advance to roles with more responsibility that require greater experience and knowledge. Options include IT Support Specialist, Systems and Network Administrator and Service Desk Manager. Investing in quality technician candidates may help support internal mobility and potentially reduce turnover.

Do Help Desk Technicians need to know how to code?

Some employers prioritize Help Desk Technician applicants with coding knowledge, but it depends on the software and hardware they’ll be working with. Basic coding knowledge is almost always helpful. More advanced coding knowledge may be required for specialized products, more advanced troubleshooting and help desk tasks that involve scripting and automation.