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How to Write a Help Desk Technician Job Description Sample

A Help Desk Technician, or Support Technician, assists clients with any issues involving their computer hardware, communications software, or computer applications. Their duties include responding to customers, determining the cause of computing issues, and fixing technical problems.

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What does a Help Desk Technician do?

A Help Desk Technician provides technical support for clients experiencing computer issues. Help Desk Technicians are often the first point of contact for customers. They respond to customers by phone, remotely, or in person. Their job involves asking questions to determine how they can best solve a customer’s problems using resources and technical knowledge.

Help Desk Technicians are typically employees of information technology units, call centres, and technical support companies. Some Help Desk Technicians may be self-employed, working as freelance contractors to assist and businesses who need help desk support.

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Help Desk Technician Job Description Examples:

Help Desk Technician duties and responsibilities

A Help Desk Technician balances several tasks, with primary duties and responsibilities including:

  • Managing help desk tickets
  • Providing solutions and advice on technical issues
  • Creating manuals for technical training
  • Using feedback from customers to improve problem-solving techniques and customer service
  • Responding to texts, emails, and calls on technical issues
  • Documenting and analyzing technical issues and customer interactions
  • Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues

Help Desk Technician skills and qualifications

A Help Desk Technician provides professional technical support by communicating clearly and positively with clients. A successful candidate needs both hard and soft skills to perform their duties. Some important skills and qualifications of a Help Desk Technician include:

  • Excellent interpersonal and customer service skills
  • Problem-solving and critical-thinking skills
  • Excellent written and verbal communication skills
  • Ability to quickly diagnose and resolve technical issues
  • Exceptional teamwork and leadership skills to help other technical support workers
  • Ability to learn new technologies and implement them

Help Desk Technician experience requirements

Help Desk Technicians need work experience to solve various technical issues and carry out other duties effectively. When going through resumes, look for applicants with at least two years of experience as a Help Desk Technician or those who have experience at related positions in call centres, customer service, or IT.

Help Desk Technicians must be familiar with various computers and operating systems such as Linux, Windows, and macOS. They must also know how to use software management tools and techniques and be familiar with troubleshooting techniques. Other experience requirements depend on your company’s needs and industry.

Help Desk Technician education and training requirements

Help Desk Technicians can typically be successful with a high school diploma or GED. However, candidates with a college degree in computer science, network administration, or computer programming are typically preferred. Additional training certificates in information technology infrastructure, network administration, and computer repair are beneficial for a Help Desk Technician.

A CompTIA A+ certificate is also acceptable as it provides applicants with knowledge of operating systems, software, and security. Help Desk Technicians can also earn a Microsoft Certified Professional (MCP) designation. Other education and training requirements vary based on your hiring organization’s needs.

Help Desk Technician salary expectations

According to Indeed Salaries, the average salary of a Help Desk Technician in Canada is $46,557 per year. This can very depending on location, experience, and the hiring company.

Job description samples for similar positions

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Help Desk Technician job description FAQS

What qualities must a Help Desk Technician have?

Help Desk Technicians are sometimes grouped into tiers based on their experience. Tier 1 Help Desk Technicians are entry-level employees. They typically have less than two years of experience and resolve simple tasks for customers. Tier 2 Help Desk Technicians have two to four years of experience in a help desk setting. In comparison, Tier 3 Help Desk Technicians are experts with at least four years of work experience. They typically have professional certifications from accredited institutions. They often serve in a leadership capacity, mentoring entry-level Help Desk Technicians and developing preventive solutions to common issues.

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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