IT Support Technician Job Description
Hire an IT Support Technician to provide first-line technical support to users, maintain workstations and network endpoints, and keep IT services running smoothly for your team or clients.
What does a IT Support Technician professional do?
An IT Support Technician provides desktop and user support, troubleshoots hardware and software faults, maintains systems and documentation, and escalates complex incidents to senior engineers.
IT Support Technician job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
IT Support Technician
About the role
[COMPANY] is looking for an IT Support Technician to join the IT team in [LOCATION]. You will deliver first-line support by phone, email and on-site, handle incident tickets, maintain and deploy hardware and software, and assist with basic network and backup tasks. Salary: [SALARY]. Benefits include [BENEFITS].
Key responsibilities
- Respond to incoming support requests via phone, email and ticketing system; record, prioritise and resolve incidents.
- Diagnose and fix desktop and laptop hardware faults; install and configure operating systems and standard software.
- Support Microsoft Office applications, browser-based tools and common productivity software.
- Manage user accounts and permissions in directory services and mail platforms (create, modify, disable).
- Install and configure printers, peripherals and mobile devices; ensure drivers and firmware are current.
- Perform basic network troubleshooting (wired/Wi‑Fi connectivity, IP addressing, DNS) and escalate networking faults.
- Maintain and update inventory, asset records and system documentation.
- Assist with backups, restores and basic disaster recovery procedures as required.
Essential skills and experience
- Practical experience providing desktop/helpdesk support in a business environment.
- Solid working knowledge of Windows client operating systems and common productivity applications.
- Familiarity with basic networking concepts (TCP/IP, DHCP, DNS) and user account management.
- Experience using a ticketing or IT service management system to log and update incidents.
- Good customer-service skills with clear verbal and written communication.
- Ability to prioritise tasks, follow troubleshooting steps and work with minimal supervision.
- Right to work in the UK.
Desirable
- IT qualification or equivalent practical experience (e.g. Level 3 IT, CompTIA A+, ITIL Foundation).
- Experience with Active Directory, Microsoft 365 administration or cloud-hosted services.
- Familiarity with remote-support tools and mobile device management.
- Exposure to basic server or virtualization environments (Windows Server, Hyper-V, VMware).
- Driving licence for occasional client visits.
- Previous customer-facing or client-site support experience.
What we offer
- [Pension scheme — employer contribution details]
- [Annual leave entitlement (e.g. 25 days) plus bank holidays]
- [Training and certification support]
- [Company laptop and mobile phone where required]
- [Flexible working or hybrid options]
- [Healthcare or cash plans — specify where applicable]
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is an IT Support Technician role?
An IT Support Technician provides first-line technical assistance to end users and small business clients. The role covers diagnosing and repairing hardware and software faults, managing user accounts, supporting printers and peripherals, and maintaining documentation. Technicians work within a ticketing process, follow security procedures and escalate more complex incidents to senior engineers or external suppliers.
Day-to-day tasks
Troubleshooting desktops/laptops, software installs, user account work and basic network checks.
Who you work with
Internal users, colleagues in IT, third-party vendors and occasionally external clients on site.
Skills used
Customer support, diagnostic troubleshooting, documentation, basic networking and system administration.
Typical IT Support Technician responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Respond
Respond to incoming support requests via phone, email and ticketing system; record, prioritise and resolve incidents.
Diagnose
Diagnose and fix desktop and laptop hardware faults; install and configure operating systems and standard software.
Support Microsoft Office applications
Support Microsoft Office applications, browser-based tools and common productivity software.
Manage user accounts
Manage user accounts and permissions in directory services and mail platforms (create, modify, disable).
Install
Install and configure printers, peripherals and mobile devices; ensure drivers and firmware are current.
Perform basic network troubleshooting (wired/Wi‑Fi
Perform basic network troubleshooting (wired/Wi‑Fi connectivity, IP addressing, DNS) and escalate networking faults.
Maintain
Maintain and update inventory, asset records and system documentation.
Assist with backups
Assist with backups, restores and basic disaster recovery procedures as required.
IT Support Technician skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Practical experience providing desktop/helpdesk support in a business environment.
- Solid working knowledge of Windows client operating systems and common productivity applications.
- Familiarity with basic networking concepts (TCP/IP, DHCP, DNS) and user account management.
- Experience using a ticketing or IT service management system to log and update incidents.
- Good customer-service skills with clear verbal and written communication.
- Ability to prioritise tasks, follow troubleshooting steps and work with minimal supervision.
- Right to work in the UK.
Useful where relevant
- IT qualification or equivalent practical experience (e.g. Level 3 IT, CompTIA A+, ITIL Foundation).
- Experience with Active Directory, Microsoft 365 administration or cloud-hosted services.
- Familiarity with remote-support tools and mobile device management.
- Exposure to basic server or virtualization environments (Windows Server, Hyper-V, VMware).
- Driving licence for occasional client visits.
- Previous customer-facing or client-site support experience.
See our guide to what to include in a job advert before publishing.
How to write a IT Support Technician job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be specific about tech and tools
List the core technologies, operating systems and ticketing software candidates will use day-to-day so applicants can quickly self-assess fit.
State shift and on-call clearly
If the role includes evenings, weekend rota or on-call duties, set out hours and any additional pay or allowances.
Separate essential from desirable
Make only genuinely required skills mandatory; offer training for secondary or newer technologies to widen the candidate pool.
Include realistic career steps
Mention typical progression (e.g. Senior Technician, Systems Administrator) and any certification support to attract candidates focused on development.
IT Support Technician salary considerations
Don’t quote a single market figure without context. Pay for an IT Support Technician varies depending on experience, the scope of duties and local labour market conditions. Consider these factors when setting a salary band.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What IT Support Technician candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
What technologies and tools will I support?
List the operating systems, productivity suites, ticketing system and any core line-of-business applications candidates will use.
What are the working hours and on-call expectations?
Clarify regular hours, any rota patterns, out-of-hours support requirements and how on-call pay/rotation works.
Is the role office-based, remote or site-based?
Explain the expected split between on-site client visits, time in the office and remote work options.
Will training and certification be supported?
Candidates want to know if the employer funds courses, study time or professional qualifications like CompTIA or Microsoft.
Who will I report to and how large is the team?
State the immediate manager role (e.g. IT Manager) and whether the technician works alone, in a small team or as part of a larger IT department.
Are there security or background checks?
Tell applicants whether basic DBS, security vetting or identity checks are required for the role or client sites.
Where to post a IT Support Technician job
This role suits both broad and specialist recruitment channels. Use general UK job boards and LinkedIn to attract a large candidate pool, and target specialist IT job sites, local university/college IT departments and regional community groups if you need local onsite engineers. If the role requires travel to clients, emphasise local targeting and include details about travel expectations in the advert.
IT Support Technician job description FAQs
How long should the advert be?
Keep the advert concise: a short role summary, 6–10 key responsibilities, essential and desirable sections, and a brief paragraph on benefits and culture. Candidates read quickly—prioritise clarity.
Do I have to advertise a salary?
Including a salary range improves application quality and transparency. If you cannot publish a range, describe the factors that determine pay and indicate whether the role is budgeted at entry, mid or senior technician level.
Which certifications should I list as essential?
Only make certifications essential if they are genuinely required for the role. For most IT Support Technician posts, practical experience is acceptable and certifications can be listed as desirable or as something the employer will support.
Should I require a driving licence?
Only list a driving licence as essential when regular client visits or multi-site travel are mandatory. Otherwise include it as desirable to broaden the candidate pool.
Is DBS or security clearance necessary?
Most general IT support roles do not require DBS checks. If the role involves work in sensitive environments (schools, healthcare, secure facilities), state the specific checks that will be required.
Ready to publish your IT Support Technician vacancy?
Use this template to create an advert tailored to your needs. Fill the placeholders with your company details, shift patterns and benefits, then post to the channels best suited to local or specialist IT candidates.
