Technical Support Specialist Job Description: Top Duties and Qualifications

A Technical Support Specialist, or an IT Support Specialist, is responsible for assisting customers with technical issues or questions relating to computer hardware or software devices. Their duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone and speaking with them about installing hardware or software on their computers.

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Technical Support Specialist duties and responsibilities

A Technical Support Specialist’s role in a firm is crucial to its operation. They ensure that all technical aspects are functioning optimally. Technical hiccups can affect a company’s performance. Therefore, a Technical Support Specialist’s duties and responsibilities may revolve around maximizing computer system capabilities and making recommendations like the following:

  • Handling customer technical support cases through phone and email submission
  • Updating the company website with tech tips and brief documents
  • Evaluating system potential through assessing compatibility of new programs with existing programs
  • Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
  • Maintaining system functionality by testing computer components
  • Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
  • Maintain client confidence by keeping their information confidential
  • Preparing reference material for users by drafting operation instructions

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Technical Support Specialist Job Description Examples

 

Example 1

Technical Support Specialist

Pawn 1 is looking for a hard-working, flexible, and talented individual to provide basic to mid-level end-user support to our company. This position requires the ability to diagnose, identify, research, and troubleshoot a variety of issues. And also requires a courteous individual who can provide patient and efficient assistance pertaining to software, hardware, networking, and printing.

This position requires availability for an 8-hour shift daily, between 8:00 AM to 8:00 PM Monday through Friday. This position will also occasionally have on-call requirements on Saturdays and Sundays from 8:00 AM to 8:00 PM. Some on-site travel may be required up to a 50-mile radius so reliable transportation is required. This position could grow to eventually require travel by air to all locations including the Seattle, Boise, and the South East Idaho markets. The ability to rent a hotel room as well as a clean driving record is required to rent vehicles.

This position offers the potential for substantial professional growth in terms of skills and technical knowledge.

Experience and Requirements
Significant work experience in basic technical support
Experience in a helpdesk environment
Proficient in the use of online and remote-connecting software and live online chat support tools
Excellent customer service skills
Demonstrated ability to function in a non-scripted helpdesk environment.
Aptitude for problem-solving
Working knowledge of Windows and Apple desktop systems, utilities, and scripting
Working knowledge of WordPress
Excellent time and task management skills
Ability to focus and follow-through to the resolution of issues
Superb written communication skills to ensure proper recording of all customer interactions and closure of all presented issues as well as prepare accurate, clear, and timely reporting

IT Dept Duties and Responsibilities
Maintain the tech support helpdesk
Support for all end-user devices; desktops, laptops, mobile devices, printers, scanners, and data collectors etc.
Offer support across various types of software ie MS Office, POS system, accounting software, and various types of printing systems
Support the IT director with documentation, invoicing
Support the IT director to test and roll out new systems and processes

Marketing Dept Duties and Responsibilities
Support our web presence through the use of WordPress, Shopify, POS System etc
In-store support with digital signage
Basic graphic design work

Pawn 1, Inc. is a privately owned pawnshop chain that offers pawn/collateral lending and retailing of quality new and pre-owned merchandise. We are a specialty finance and retail enterprise, with twenty-six stores, throughout Washington and Idaho as well as two warehouses and a corporate office in downtown Spokane.

Benefits
Paid time off
Flexible schedule
Monday to Friday
Some on-call weekends
8-hour daytime shift
Medical/Dental/Vision insurance
401k

Job Type: Full-time

Wage: $18.00 to $24.00 /hour DOE

Work Location: Pawn 1 Corporate Office 204 N Division St Suite 200 Spokane, WA 99202

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
8 hour shift

Application Question(s):
Our company is a licensed firearm dealer. Are you legally allowed to work around firearms?

Experience:
Technical support: 1 year (Preferred)
Help desk: 1 year (Preferred)
Customer service: 1 year (Preferred)

Willingness to travel:
25% Location: Multiple Locations
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What does a Technical Support Specialist do?

Technical Support Specialists typically work for tech companies or IT firms to help users navigate company products and how to use them. They work closely with other Technical Support Specialists to solve complex hardware or software issues and respond to high call volumes. Their job is it stay up-to-date on company products and how they work in order to best help customers with their questions. They may be responsible for taking feedback from customers and relaying information about recurring issues with computer hardware or software to Product Engineers.

Technical Support Specialist skills and qualifications

Successful Technical Support Specialists will have various skills and qualifications to help them in fulfilling their required duties. Technical Support Specialist skills are crucial to the success of your company because they gauge the ability of the candidates to perform their duties. Some of the skills and qualifications to look out for in this position include:

  • Network design and implementation 
  • Exceptional vendor relationships 
  • Outstanding knowledge of software maintenance
  • Excellent problem solving and analytical skills
  • Load balancing and scalability
  • Database performance modification
  • Process improvement
  • Software performance modification

Technical Support Specialist salary expectations

The average salary for a Technical Support Specialist is $15.55 per hour. Salaries may vary depending on the location of a company. When selecting fair and competitive compensation, review current salaries in your industry and geographical location.

Technical Support Specialist education and training requirements

A technical support specialist needs to have a rich academic background in technical specialization. Education and training qualifications are a necessary guarantee that the candidate has a sufficient foundation in the field of a technical support specialist. Some basic education and training requirements may include a bachelor’s degree in computer science, information systems or a related field, which are not necessary but may be a benefit. A technical specialist may also have training in computer programs with professional certificates and an ITIL foundation.

Technical Support Specialist experience requirements

Experience should be a requirement in the Technical Support Specialist position. An experienced Technical Support Specialist should be able to tackle problems in technical systems with skill and accuracy. The following Technical Support Specialist experience requirements will help you attract the right candidate for the job. 

First, they may have knowledge of mainstream mobile device platforms like Android, Windows phone and iOS. They should be able to work under pressure. They may be passionate about customer service and the ability to deal with challenging customer conversations. They may understand networking technologies and concepts. Finally, they may have good working knowledge of voice telephony. 

Job description samples for similar positions

In case this job description is not quite what you are looking for, we have other similar positions that might draw your interest. These include:

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Frequently asked questions about Technical Support Specialists

What is the difference between a Technical Support Specialist and a Customer Service Representative?

The difference between a Technical Support Specialist and a Customer Service Representative is the departments they work in and their specific job duties. For example, Technical Support Specialists typically have an in-depth understanding of company hardware or software products that allow them to answer customer questions. Their job focuses on helping customers install hardware or software and troubleshoot potential issues. 

In contrast, Customer Service Representatives work within the customer service department of a company to answer calls from customers or clients. Unlike Technical Support Specialists, Customer Service Representatives typically help answer more standard questions, like how to change a password, cancel a subscription, receive refunds or file complaints. In situations where customers have in-depth questions about computer products, Customer Service Representatives may transfer customers to the tech support department.

 

What are the daily duties of a Technical Support Specialist?

On a typical day, a Technical Support Specialist starts by checking their email, messaging platforms or voicemail to respond to time-sensitive messages from company employees or customers. Throughout the day, they divide their time with department meetings and interacting with customers over the phone or through messaging platforms. They greet customers, ask them to describe problems or questions they have and use their knowledge in combination with instruction manuals to help them solve their technical issues.

 

What qualities make a good Technical Support Specialist?

A good Technical Support specialist has excellent written and verbal communication, which allows them to connect with customers and clearly communicate ideas. They have the ability to remain patient, enabling them to maintain their composure when speaking with angry or confused customers. They also have the ability to visualize problems without actually being able to see them, which is especially important when helping customers diagnose issues over the phone or via messaging platforms. 

Further, a good Technical Support Specialist owns or uses one or more company products, allowing them to provide valuable insights to customers.

 

Who does a Technical Support Specialist report to?

A Technical Support Specialist typically reports to the IT Manager or the IT Department Manager at their company. These individuals help train Technical Support Specialists on how to communicate with customers and teach them about company products. Technical Support Specialists may also report indirectly to Hardware or Software Engineers to gain insights into new products or ask questions about complex customer issues.

Job Description Examples

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