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Technical Support Specialist Job Description: Top Duties and Requirements

A Technical Support Specialist, or a Help Desk Technician, is an individual who helps customers or fellow employees understand how to use software or devices They are responsible for diagnosing technical issues, providing the necessary support to fix the problem, and providing user instructions by email, phone or virtually.

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Technical Support Specialist duties and responsibilities

A strong Technical Support Specialist will be able to solve technological problems on a daily basis. Some of the main duties and responsibilities a Technical Support Specialist may perform include:

  • Communicate with clients to diagnose technical issues
  • Provide step-by-step instructions to fix technological issues
  • Provide backup solutions whenever necessary
  • Provide training sessions for new hardware or software products
  • Access instruction manuals to help users utilize their software or hardware properly
  • Keep detailed logs of client problems, solutions, and customer satisfaction
  • Provide instructions in simple terms
  • Work together with other Technical Support Specialists to find solutions to more complex issues.
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Technical Support Specialist Job Description Examples:

What does a Technical Support Specialist do?

A Technical Support Specialist is responsible for ensuring tech support is provided to set up or troubleshoot hardware or software. They should be able to understand and explain all instructions found in the user manual. They must also be able to diagnose issues over the phone or by email, and provide necessary feedback to aid the end user in rectifying technological problems.

Technical Support Specialist skills and qualifications

A Technical Support Specialist must work with each client to find the appropriate solution to their technical issue. A successful candidate can perform their daily duties best with the following skills and qualifications:

  • In-depth knowledge of a wide range of software and hardware products
  • Strong analytical skills
  • Strong problem-solving skills
  • Excellent communication skills, both written and orally
  • Excellent customer service skills
  • Strong organizational skills
  • Excellent time management skills
  • Flexibility

Technical Support Specialist experience requirements

A successful Technical Support Specialist candidate will be extremely tech-savvy. They should have experience in computer and information systems, and experience in customer service management. Experience in teaching or training students in tech is considered a strong asset for any candidate. The most successful candidates will also have experience in building or developing new software applications or hardware.

Technical Support Specialist education and training requirements

A Technical Support Specialist will usually have a college diploma in computer science, computer programming, network administration, or a related field. In some provinces, candidates must also have certification from the regulatory body of that province. Ontario residents must have an Information Technology certificate from the Ontario College of Trades. Yukon residents must have an Elevator and Fixed Conveyances certificate from Yukon Apprentices and Trades Schools.

Some positions may also require additional, specialized certification or training courses. All candidates must have completed these courses to be considered.

Technical Support Specialist salary expectations

According to Indeed Salaries, the average Technical Support Specialist salary in Canada is $21.84 per hour. Pay will vary by location, experience, and type of industry.

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Technical Support Specialist job description FAQs

Who does a Technical Support Specialist report to?

A Technical Support Specialist reports to a Technical Support Supervisor or Manager. This individual is responsible for overseeing the day-to-day duties of the entire Technical Support team. In some cases, a Technical Support Specialist may report to the IT team or the IT Manager or Supervisor.

What is the difference between a Technical Support Specialist and a Help Desk Clerk?

A Technical Support Specialist has in-depth knowledge of software and hardware products. They can help resolve complex issues with clients directly and have specific training or understanding of the company’s products. A Help Desk Clerk can resolve many issues but directs consumers to the right Technical Support Specialist to handle their individual problems in cases when the troubleshooting is more complex.

How can you make your Technical Support Specialist job description stand out?

To engage top candidates, a Technical Support Specialist job description should clearly state all necessary requirements, from education to experience. Applicants should be able to see what type of technical knowledge is needed for the job like hardware knowledge, software knowledge, or a combination of both. In addition, the mention of a competitive salary and other employee benefits can help attract strong candidates.

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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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