How to write a Technical Support Specialist job description

Your job description is the first touchpoint between your company and your new hire. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. To get you started, here are some tips for creating an effective job description.

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Technical Support Specialists provide timely and accurate troubleshooting for hardware and software issues. Technical Support Specialists analyze, resolve, and maintain both hardware and software for networks, email, desktops, and telecommunications. Technical Support Specialists interact with end-users via phone, email, or messaging to help resolve their technical issues. Technical Support Specialists record all technical issues and resolutions in a computer-based ticketing system.

A great job title typically includes a general term, level of experience and any special requirements. The general term will optimize your job title to show up in a general search for jobs of the same nature. The level of experience will help you attract the most qualified applicants by outlining the amount of responsibility and prior knowledge required. And if your position is specialized, consider including the specialization in the job title as well. But avoid using internal titles, abbreviations or acronyms to make sure people understand what your job posting is before clicking.

Technical Support Specialist
Technical Support Specialist (3+ Years’ Experience)
Certified Technical Support Specialist
Technical Support Specialist (Part-Time)
Technical Support Agent

A great job description starts with a compelling summary of the position and its role within your company. Your summary should provide an overview of your company and expectations for the position. Outline the types of activities and responsibilities required for the job so job seekers can determine if they are qualified, or if the job is a good fit.

Our design and programming teams are the best in the world at creating security software for Windows operating systems, but sometimes customers have difficulty navigating these programs. Therefore, we’re looking for a Technical Support Agent to handle phone support requests from our clients. You will be responsible for walking customers through the process of achieving their goal with the software, whether the problem relates to a user error, a bug or something else entirely. The Technical Support Agent will also be responsible for communicating with our design and programming staff about suspected software problems. If this sounds like a good fit, get in touch.

The responsibilities and duties section is the most important part of the job description. Here you should outline the functions this position will perform on a regular basis, how the job functions within the organization and who the job reports to.

Walk customers through the process of installing the software on their machines and starting up the program for the first time
Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
Send technical documentation to customers who have lost or misplaced theirs
Refer difficult cases to a senior analyst or support tech
Assume remote control over customers’ computers when necessary to resolve problems
Make hardware recommendations for customers whose machines cannot support the software

Next, outline the required and preferred skills for your position. This may include education, previous job experience, certifications and technical skills. You may also include soft skills and personality traits that you envision for a successful hire. While it may be tempting to include a long list of skills and requirements, including too many could dissuade qualified candidates from applying. Keep your list of qualifications concise, but provide enough detail with relevant keywords and terms.

High school diploma/GED required
Minimum 1 year experience in information technology or technical support
Extensive familiarity with Windows operating systems
Working knowledge of security software options and functionality preferred
CompTIA A+ certification a plus

Job Description Examples

Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

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How to write a Technical Support Specialist job description

What does a Technical Support Specialist do?

Technical Support Specialist job title

Examples of Technical Support Specialist job titles

Technical Support Specialist job summary

Example of a Technical Support Specialist job summary

Technical Support Specialist responsibilities and duties

Examples of Technical Support Specialist responsibilities

Technical Support Specialist qualifications and skills

Examples of Technical Support Specialist skills