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Key Responsibilities and Required Skills for IT Service Desk Technician

💰 $40,000 - $70,000

Information TechnologyHelp DeskTechnical Support

🎯 Role Definition

An IT Service Desk Technician provides first- and second-line technical support to end users by troubleshooting hardware, software, networking, and account issues; managing tickets through a ticketing system; and delivering exceptional customer service while following ITIL-aligned incident and request processes. This role balances rapid incident resolution, accurate documentation, device lifecycle management, and collaboration with system administrators and vendors to maintain high availability of IT services and meet SLA targets.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Support Intern or Student Technician
  • Desktop Support Specialist / Help Desk Analyst (Level 1)
  • Technical Customer Support Representative

Advancement To:

  • Senior Service Desk Technician / Lead Analyst
  • Systems Administrator / Desktop Engineer
  • IT Support Manager / Service Desk Supervisor
  • Endpoint or Device Management Specialist

Lateral Moves:

  • Application Support Analyst
  • Network Operations Technician
  • IT Security Analyst (entry-level)
  • Field / Onsite Support Technician

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for end users via phone, email, chat, and ticketing portals (ServiceNow, Jira Service Desk, Zendesk), logging all incidents and service requests accurately and completely while following SLA and escalation matrices.
  • Troubleshoot and resolve a wide range of desktop and laptop issues (Windows 10/11, macOS), including OS errors, boot failures, blue screens, application crashes, and performance problems using remote support tools (Microsoft Remote Desktop, AnyDesk, TeamViewer).
  • Perform account administration tasks in Active Directory and Azure AD: reset passwords, unlock accounts, create and manage user accounts and groups, apply group membership, and enforce password and MFA policies.
  • Support Microsoft 365 / Office 365 services: email, Outlook configuration, Teams, OneDrive sync issues, SharePoint access permissions, license assignments and troubleshooting authentication issues (Azure AD, Conditional Access).
  • Install, configure and maintain desktops, laptops, and mobile devices (iOS/Android), including imaging, hardware diagnostics, component replacement (RAM, storage, battery), BIOS/firmware updates, and peripheral setup (printers, scanners, docking stations).
  • Provide network connectivity troubleshooting for wired and wireless (Wi‑Fi) issues, VPN connections, DNS, IP configuration and basic router/switch troubleshooting in coordination with networking teams when escalation is required.
  • Monitor and manage ticket queues to meet or exceed KPIs such as SLA adherence, mean time to resolution (MTTR), first call resolution (FCR), and customer satisfaction (CSAT).
  • Escalate incidents to second- and third-line teams (systems, network, security) with complete diagnostic information, steps taken, and impact assessment; follow up until resolution and closure.
  • Implement and support endpoint management solutions (Intune/Microsoft Endpoint Manager, SCCM/ConfigMgr) for software deployment, patch management, compliance checks and remote remediation.
  • Onboard and offboard employees: provision hardware, create accounts, assign access rights and software, configure email and devices, collect assets at termination and revoke access to systems and applications.
  • Maintain and update a searchable knowledge base and runbooks with step-by-step troubleshooting guides, standard operating procedures, and FAQ items to reduce ticket resolution time and enable self-service.
  • Execute routine maintenance and scheduled tasks such as OS updates, antivirus scans, system imaging, and printer firmware upgrades, coordinating downtime and communicating with impacted users.
  • Support VoIP and unified communications issues including desk phone provisioning, call quality troubleshooting, Teams Calling configuration and voicemail setup.
  • Manage software and license requests: validate approvals, deploy software via packaging tools, track licenses and assist procurement teams with renewals and vendor coordination.
  • Perform hardware asset inventory, tag devices, track lifecycle status, coordinate repairs with vendors and warranty services, and maintain accurate asset records in the CMDB.
  • Enforce security best practices on endpoints: assist with MFA rollouts, apply security patches, run malware remediation, and report potential security incidents to the security operations center (SOC).
  • Provide specialized application support for business-critical internal tools (CRM, ERP, HRIS) by diagnosing access, configuration, and integration issues and coordinating fixes with application owners.
  • Prepare and deliver training, quick reference guides, and end-user communications on common issues, new tools and best practices to drive adoption and reduce repeat tickets.
  • Produce routine operational reports and metrics for service desk performance; identify trends, root causes, and recommend process improvements to reduce incident recurrence and improve service quality.
  • Participate in change management and IT projects: hardware refresh, OS migrations, rollouts of collaboration tools, and pilot programs; assist with testing, deployment and end-user support during cutovers.
  • Maintain incident and service request workflows to comply with ITIL frameworks: categorize, prioritize, assign, and document incident lifecycle and problem remediation steps.
  • Troubleshoot printing and scanning fleets (drivers, spooler errors, network printers), escalate vendor issues, and manage print quotas and access controls.
  • Provide after-hours or on-call support when required for critical incidents, major outages, or scheduled maintenance windows, ensuring timely communication and incident containment.

Secondary Functions

  • Create and refine self-help content and tutorial videos for common user tasks and promote the internal knowledge base to increase self-service rates.
  • Assist with asset procurement planning, coordinate deliveries, and prepare workstations for new hires.
  • Support compliance and audit activities by providing inventory evidence, access logs, and change records.
  • Participate in cross-functional task forces for improving onboarding/offboarding workflows, asset tracking, and security posture.
  • Help maintain and improve remote support tooling and automation scripts to speed up common remediation tasks.
  • Validate and tag equipment for warranty returns and coordinate logistics with repair vendors and internal procurement.
  • Provide input on standard hardware and software configurations based on recurring incidents and user feedback.
  • Collect user feedback on support experiences and collaborate with managers to implement continuous service improvements.
  • Assist in basic server- or cloud-related troubleshooting (permissions, service restarts) in coordination with system administration teams as needed.
  • Support small IT projects such as meeting room AV upgrades, workstation refreshes, and printers deployments.

Required Skills & Competencies

Hard Skills (Technical)

  • Ticketing systems and ITSM: ServiceNow, Jira Service Desk, Zendesk, Freshservice — ticket lifecycle management and SLA configuration.
  • Operating systems: Windows 10/11 administration and troubleshooting; macOS support and imaging.
  • Active Directory and Azure AD: user lifecycle, group policy basics, password resets, account provisioning and Azure AD Connect.
  • Microsoft 365 / Office 365: Exchange Online, Outlook, Teams, OneDrive, SharePoint administration and troubleshooting.
  • Endpoint management & patching: Microsoft Intune / MEM, SCCM / ConfigMgr—software deployment, compliance, and remote wipe.
  • Remote support tools: Microsoft Remote Desktop, AnyDesk, TeamViewer, LogMeIn, Remote Assistance.
  • Basic networking fundamentals: TCP/IP, DNS, DHCP, VPN troubleshooting, Wi‑Fi diagnostics and common router/switch troubleshooting.
  • Hardware diagnostics and repair: laptop/desktop components, SSD/HDD replacement, RAM, battery swaps, peripheral and docking station setup.
  • Mobile device support: iOS and Android configuration, MDM enrollment, email setup and remote wipe capabilities.
  • Security fundamentals: MFA, endpoint protection (AV/EDR), patch management, basic incident reporting and awareness of phishing and social engineering.
  • Imaging and provisioning tools: Ghost, MDT, Autopilot or Jamf for macOS management.
  • VOIP and UC troubleshooting basics: SIP trunks, softphone configuration, Teams Phone.
  • Scripting/automation basics (desirable): PowerShell for bulk user management and routine automation.
  • Hardware and license asset management: CMDB/asset tracking tools and procurement coordination.
  • Familiarity with ITIL concepts: incident, problem, request fulfillment and change management processes.

Soft Skills

  • Strong customer service orientation: patient, empathetic, and user-focused communication over phone, chat and in-person.
  • Excellent verbal and written communication skills for clear user instructions, documentation and cross-team handoffs.
  • Logical problem-solving and investigative mindset with attention to detail and ability to reproduce, isolate and remediate issues.
  • Prioritization and time management skills to handle high-volume ticket queues and multiple concurrent requests while meeting SLAs.
  • Team collaboration and escalation judgment: knowing when to escalate while providing complete diagnostic context.
  • Adaptability and continuous learning attitude to keep pace with new tools, security requirements, and platform updates.
  • Resilience under pressure and ability to remain calm during outages and high-impact incidents.
  • Analytical skills to interpret metrics and identify trends for continuous process improvements.
  • Training and coaching ability to assist end users and onboard junior technicians.
  • Confidentiality and professional handling of sensitive data and user credentials.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; vocational training or relevant IT certifications (CompTIA A+, Microsoft Certified Fundamentals) recommended.

Preferred Education:

  • Associate or Bachelor's degree in Information Technology, Computer Science, Information Systems, or related technical field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration
  • Cybersecurity / Information Assurance
  • Systems Administration

Experience Requirements

Typical Experience Range:

  • 1–3 years of hands-on experience in IT support, help desk, or desktop support roles.

Preferred:

  • 2–5 years supporting enterprise environments with demonstrated experience using ServiceNow/Jira, Active Directory, Microsoft 365 administration, endpoint management (Intune/SCCM), and meeting SLA-driven KPIs.

Recommended certifications (preferred or desirable): CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Fundamentals or Modern Desktop Administrator Associate, ITIL Foundation, Apple ACMT, or vendor-specific certifications.

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