Technical Support Job Description

What is a Technical Support?

Technical Support is a position hired by a company to oversee and maintain their computer hardware and software systems. Their skills are an asset to the company, as they assist in resolving technical issues concerning customer's accounts or company software infrastructure. Technical Support will also support computer software integration by diagnosing and troubleshooting common problems. Employees holding this job title generally begin in entry level IT roles.

A high school diploma is required with a bachelor's degree in Computer Science or closely related degree being strongly preferred. Many companies also require certification in industry-specific networks or operating systems. Individuals with a strong customer service background and a positive outlook on problem-solving tend to excel in the Technical Support position.

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Technical Support Job Description Template

Job Overview

Example Co. is one of the leading companies in our field in the area. We're proud of our 3.6 rating on Glassdoor from our employees. We are hiring a talented Technical Support professional to join our team. If you're excited to be part of a winning team, Example Co. is a great place to grow your career. You'll be glad you applied to Example Co.

Responsibilities for Technical Support

  • Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
  • Act as the initial point of contact for all computer and system related concerns from clients or other employees
  • Assist management in creating training materials pertaining to computer troubleshooting and usage
  • Organize and file documentation pertaining to warranties and instructional guides for computer hardware
  • Maintain a working log detailing all required system updates, as well as the date of completion
  • Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
  • Resolve technical issues related to network interruptions
  • Actively update, maintain and monitor all aspects of computer networks

Qualifications for Technical Support

  • A bachelor's degree in computer science or related technology field is preferred
  • Industry-specific certification in relevant computer languages or software may be required
  • 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company' s products and services
  • Professional written and interpersonal skills are essential when communicating with customers and clients
  • Ability to prioritize and manage several milestones and projects efficiently
  • Extensive experience working with different operating systems including Windows and Mac OS
  • Accept constructive criticism and customer feedback regarding their experience with software or IT services
  • Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other remote access desktop programs
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

Employers: How to Write Great Job Descriptions

  • Be sure to mention requisite years of experience and educational requirements
  • Tell job seekers what's unique about your company and job
  • Ideal length is a few paragraphs or about 200 words
  • Make sure to use appropriate paragraph breaks and bullet points so it’s easy on the eyes.

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