What Does an IT Support Technician Do?
An IT support technician helps keep an organization’s technology running smoothly by responding to user issues, maintaining devices, and supporting core IT systems. These technicians are on the front lines of technical support, assisting with everything from password resets and printer troubleshooting to resolving software installation errors or diagnosing hardware problems. They often work through ticketing systems and collaborate with other IT staff to escalate and resolve more complex issues.
In addition to daily support tasks, IT support technicians are responsible for setting up new equipment, managing peripheral devices, and documenting known fixes and troubleshooting processes. Whether they’re working on-site or supporting remote users, IT support technicians ensure employees have the tools and access they need to stay productive. Their combination of technical knowledge and user-friendly communication helps bridge the gap between technology and the people who depend on it.
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IT Support Technician Core Responsibilities
- Respond to technical support requests via help desk tickets, email, or in person
- Troubleshoot hardware and software issues across desktops, laptops, and mobile devices
- Set up and configure new workstations, peripherals, and user accounts
- Assist with system updates, software installations, and patching
- Maintain inventory of IT equipment and ensure proper asset tagging
- Support network connectivity and printer functionality at the workstation level
- Escalate unresolved issues to higher-level IT staff or vendors
- Document troubleshooting steps, fixes, and frequently asked questions
- Follow IT security and data privacy protocols
- Provide remote support using screen-sharing or remote desktop tools
Required Skills and Qualifications
Hard skills
- Proficiency with Windows OS, Microsoft Office 365, and basic network troubleshooting
- Experience with help desk software (e.g., ServiceNow, Zendesk, Freshservice)
- Familiarity with remote support tools and endpoint management platforms
- Understanding of device imaging, antivirus tools, and hardware diagnostics
Soft skills
- Clear, courteous communication with all user levels
- Strong attention to detail and documentation habits
- Problem-solving mindset and patience in fast-paced support settings
- Ability to follow procedures and escalate appropriately
Education
- Associate’s degree or technical diploma in information technology, computer science, or a related field
Certifications
- CompTIA A+ required or strongly preferred
- Recommended: CompTIA Network+, Microsoft 365 Certified: Fundamentals
Preferred Qualifications
- 1–3 years of experience in a help desk or desktop support role
- Familiarity with asset management, device provisioning, or mobile device support
- Experience supporting hybrid or remote work environments
National Average Salary
IT support technician salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for an IT Support Technician is:
$55,687
Sample Job Description Templates for IT Support Technicians
Help Desk Technician
Position Overview
We are hiring a Help Desk Technician to serve as the first point of contact for users seeking technical assistance. This role is responsible for troubleshooting common hardware and software issues, resolving tickets, and escalating unresolved matters to higher-tier support. The ideal candidate is customer-focused, organized, and efficient in a high-volume support environment.
Responsibilities
- Respond to user inquiries via phone, email, or ticketing system
- Diagnose and resolve technical issues related to software, printers, and workstations
- Assist with password resets, access requests, and basic account changes
- Log all issues and resolutions in the help desk system
- Escalate tickets that require advanced troubleshooting
- Provide clear instructions and documentation to users
Requirements
Hard skills
- Knowledge of Microsoft Office 365 and Windows operating systems
- Experience with help desk software (e.g., Freshdesk, ServiceNow)
- Basic troubleshooting of printers, email clients, and user logins
Soft skills
- Strong verbal and written communication
- Active listening and user empathy
- Ability to work under time pressure
Education
- Associate’s degree or technical certificate in IT
Certifications
- Recommended: CompTIA A+, ITIL Foundation
Preferred Qualifications
- 1–2 years of help desk or customer service experience
- Familiarity with remote desktop tools and VoIP systems
Desktop Support Technician
Position Overview
We are seeking a Desktop Support Technician to provide in-person support for hardware, peripherals, and workstation-level issues. This role is responsible for diagnosing problems, performing installations, and maintaining endpoint devices across the organization. Candidates should have strong troubleshooting skills and a hands-on approach to problem resolution.
Responsibilities
- Install, configure, and maintain desktops, laptops, and monitors
- Diagnose and repair hardware issues on-site
- Resolve software and peripheral problems for local users
- Manage equipment moves, upgrades, and replacements
- Document technical fixes and maintain asset inventory
- Provide support during office relocations and reconfigurations
Requirements
Hard skills
- Proficiency with Windows OS, Microsoft 365, and endpoint security tools
- Experience with hardware diagnostics and imaging software
- Understanding of LAN connectivity and basic networking
Soft skills
- Problem-solving in fast-paced environments
- Professional and patient on-site user interaction
- Organizational skills and attention to detail
Education
- Associate’s degree in information technology or related field
Certifications
- Required: CompTIA A+
- Recommended: Microsoft Certified: Modern Desktop Administrator
Preferred Qualifications
- 2–3 years of desktop or field support experience
- Familiarity with mobile device support and printer setup
Field Support Technician
Position Overview
We are looking for a Field Support Technician to provide on-site technical assistance across multiple locations. This role requires travel to client or company sites to resolve hardware and connectivity issues, install new equipment, and assist with local IT rollouts. Candidates must be resourceful, self-directed, and comfortable working independently.
Responsibilities
- Provide on-site troubleshooting for desktops, printers, and network connectivity
- Set up and deploy IT equipment at new or existing locations
- Install and support VoIP phones, switches, and wireless access points
- Coordinate with remote teams and escalate complex issues
- Maintain documentation and submit service reports after visits
- Conduct preventative maintenance and inventory audits
Requirements
Hard skills
- Knowledge of desktop hardware, peripherals, and cabling
- Basic understanding of networking and wireless configuration
- Ability to work with remote access tools and ticketing systems
Soft skills
- Independent problem-solving and time management
- Clear communication with on-site and remote contacts
- Dependability and flexibility with scheduling
Education
- Associate’s degree in IT or related field
Certifications
- Required: CompTIA A+
- Recommended: CompTIA Network+, Microsoft 365 Fundamentals
Preferred Qualifications
- 2–4 years of field service or desktop support experience
- Valid driver’s license and willingness to travel between sites
Remote IT Support Technician
Position Overview
We are seeking a Remote IT Support Technician to provide technical assistance to users across various locations. This fully remote role supports endpoint troubleshooting, access issues, and system functionality using virtual tools. The ideal candidate is experienced in remote diagnostics and capable of resolving issues independently.
Responsibilities
- Handle incoming support requests through chat, email, or remote sessions
- Troubleshoot hardware and software issues on company-issued devices
- Support VPN access, password resets, and MFA troubleshooting
- Configure and update remote systems using endpoint management tools
- Document fixes and update the remote support knowledge base
- Collaborate with infrastructure teams on patches or security updates
Requirements
Hard skills
- Experience with remote support tools (e.g., TeamViewer, AnyDesk, Intune)
- Familiarity with cloud collaboration tools and VPNs
- Competence in Microsoft 365 admin tasks
Soft skills
- Strong virtual communication skills
- Self-motivation and task ownership
- Ability to prioritize requests independently
Education
- Associate’s or bachelor’s degree in IT or computer science
Certifications
- Recommended: CompTIA A+, Remote Support Certification
Preferred Qualifications
- 2+ years supporting remote users in distributed environments
- Experience with MDM or remote monitoring platforms
Tier 1 IT Support Technician
Position Overview
We are hiring a Tier 1 IT Support Technician to handle entry-level troubleshooting and assist users with common technical issues. This role supports the help desk by resolving high-volume requests and escalating more complex problems as needed. It’s ideal for someone starting their career in IT with strong problem-solving potential.
Responsibilities
- Respond to and triage incoming tickets for software and hardware issues
- Perform basic troubleshooting for email, login, and printer problems
- Guide users through resolution steps or escalate to Tier 2
- Log all support activity and follow up on pending issues
- Support onboarding processes and initial system setups
Requirements
Hard skills
- Familiarity with Windows OS and Office 365
- Understanding of basic networking and device connectivity
- Exposure to help desk tools
Soft skills
- Clear, patient communication
- Strong willingness to learn
- Ability to follow documented procedures
Education
- High school diploma plus technical training
Certifications
- Recommended: CompTIA A+ or equivalent
Preferred Qualifications
- Internship or entry-level tech support experience
- Familiarity with ticketing systems and remote tools
Tier 2 IT Support Technician
Position Overview
We are seeking a Tier 2 IT Support Technician to manage escalated technical issues, advanced troubleshooting, and support across systems and infrastructure components. This mid-level role is ideal for professionals who have outgrown Tier 1 support and are ready to handle more complex requests.
Responsibilities
- Resolve escalated tickets involving network, application, or security issues
- Assist in software installations, updates, and patching
- Troubleshoot server, cloud, or domain-level issues as needed
- Provide guidance and mentoring to Tier 1 technicians
- Maintain documentation and update resolution procedures
Requirements
Hard skills
- Proficient in endpoint troubleshooting, Active Directory, and networking basics
- Experience with ticketing systems, remote access tools, and security platforms
- Ability to manage permissions and user access requests
Soft skills
- Independent technical troubleshooting
- Clear written documentation
- Team collaboration and mentoring mindset
Education
- Associate’s or bachelor’s degree in information technology
Certifications
- Required: CompTIA A+
- Recommended: CompTIA Network+, Microsoft 365 Certified
Preferred Qualifications
- 3+ years in IT support, with recent Tier 2 experience
- Experience supporting hybrid/cloud infrastructure