Technical Support Job Descriptions

The latest comprehensive technical support job descriptions.

Computer Operator: Monitors and controls computers and peripheral data processing equipment. Enters commands using computer terminal and manages controls on computer and peripheral equipment. Monitors the system for failure or errors and responds by addressing issues or notifying a supervisor. Loads peripheral equipment such as tapes and printer paper for operating runs. Relies on limited knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a project leader or manager, though some ingenuity and flexibility is required. May require an associate degree and 0-5 years of experience as a computer operator.

Customer Service Representative: Interacts with customers to fulfill orders, document communication and resolve issues. Relies on limited knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a supervisor, though some ingenuity and flexibility is required. Requires a high school diploma or equivalent and 0-5 years of relevant experience.

Data Entry Clerk: Operates a data entry device, such as a keyboard or optical scanner, to enter data into an electronic format. Relies on knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a supervisor, though some ingenuity and flexibility is required. Requires a high school diploma or its equivalent and 0-5 years of relevant experience.

Help Desk Support Assistant: Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution. Relies on established guidelines and instructions to perform daily job functions. Works under immediate supervision and usually reports to a supervisor. May require an associate degree in a related area. This is an entry level position and experience may not be required.

Help Desk Support: Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution. Relies on established guidelines and instructions to perform daily job functions. Works under immediate supervision. May require an associate degree in a related area and 0-5 years of experience.

Help Desk Supervisor: Supervises and coordinates activities of help desk personnel. Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities. Develops escalation and resolution procedures and ensures help desk personnel adhere to these procedures. Trains, coaches and mentors help desk personnel. Relies on extensive knowledge and professional discretion to achieve goals. Usually reports to a department head. Significant ingenuity and flexibility is expected. Manages others and has some authority for personnel actions. May require a bachelor’s degree and at least 5 years of experience.

Help Desk Manager: Oversees timely delivery of quality technical support to internal and external customers. Manages help desk personnel and develops policies and procedures governing how to troubleshoot IT issues, including identification, documentation, distribution and resolution. May assess new products or services and suggest enhancements to senior management. Relies on extensive knowledge and professional discretion to achieve goals. Manages others. Usually reports to a department head. Significant ingenuity and flexibility is expected. Requires a bachelor’s degree and at least 7 years of relevant experience.

Installation & Maintenance Technician: Installs, maintains and repairs telecommunications components to ensure the network is functioning at peak efficiency. Relies on knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a supervisor, though some ingenuity and flexibility is required. Requires a high school diploma or its equivalent and 0-6 years of relevant experience.

Installation & Maintenance Technician Supervisor: Supervises the installation, maintenance and repair of telecommunications components to ensure the network is functioning at peak efficiency. Responsible for ensuring work adheres to customer specifications and internal guidelines, including established timelines and budgets. Coordinates the installation and maintenance schedule for technicians. Relies on extensive knowledge and professional discretion to achieve goals. Usually reports to a department head. Manages others. Significant ingenuity and flexibility is expected. Requires a bachelor’s degree or equivalent and at least 7 years of relevant experience.

Installation & Maintenance Technician Director: Directs the installation, maintenance and repair of telecommunications components to ensure the network is functioning at peak efficiency. Responsible for ensuring work adheres to customer specifications and internal guidelines, including established timelines and budgets. Coordinates the installation and maintenance schedule for technicians. Relies on extensive knowledge and professional discretion to achieve goals. Usually reports to senior leadership. Manages others. Significant ingenuity and flexibility is expected. Requires a bachelor’s degree or equivalent and at least 10 years of relevant experience.

LAN/WAN Administrator: Oversees the day-to-day operations of LAN/WAN and related hardware or software. Makes recommendations for products and services enhancements, manages network security, maintains systems and troubleshoots a variety of issues. Relies on knowledge and professional discretion to achieve goals. Usually reports to a department head. May manage others. Significant ingenuity and flexibility is expected. Requires a bachelor’s degree in area of specialty and 2-5 years of relevant experience.

LAN Support: Configures, tests, maintains and resolves issues related to LAN. Provides troubleshooting support to end users. Installs workstations. Relies on limited knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a project leader or manager, though some ingenuity and flexibility is required. May require an associate degree in a related area and 0-5 years of relevant experience.

PC Maintenance Technician: Installs, tests, monitors, upgrades, troubleshoots and repairs computer systems, networks and peripherals. Manages user account information, including rights, security and systems groups. Relies on limited knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a project leader or manager, though some ingenuity and flexibility is required. May require an associate degree or its equivalent and 0-5 years of relevant experience.

Sales Engineer: Aligns customer needs with company’s portfolio of products and services to win new clients and expand existing business relationships. Compiles reports demonstrating the cost benefit of company’s products or services. Oversees technical instruction for clients and conveys customer feedback to internal leadership. Relies on knowledge and professional discretion to achieve goals. Usually reports to a department head. May manage others. Significant ingenuity and flexibility is expected. Requires a bachelor’s degree in area of specialty and 0-10 years of relevant experience.

Technical Recruiter: Recruits, screens, evaluates and places new candidates for technical positions. Works with staffing firms and determines optimal recruiting strategies for building a deep, qualified pool of talent. Relies on knowledge and professional judgment to achieve goals. Works under general supervision and usually reports to a supervisor, though some ingenuity and flexibility is expected. May require a bachelor’s degree in area of specialty and 2-4 years of relevant experience.

Technical Sales Support Specialist: Supports sales force by providing technical guidance. Helps resolve customer issues regarding engineering, technical or scientific issues. Relies on extensive knowledge and professional discretion to achieve goals. Usually reports to a supervisor. May manage others. Significant ingenuity and flexibility is expected. May require a bachelor’s degree and 0-8 years of relevant experience.

Technical Support Analyst: Provides technical assistance to end users by answering questions or troubleshooting issues. Documents interactions with end users and recommends improvements. Responsible for evaluating operational efficiency of different IT systems. Relies on limited knowledge and professional discretion to achieve goals. Works under general supervision and usually reports to a project leader or manager, though some ingenuity and flexibility is required. May require an associate degree in a related area and 0-5 years of relevant experience.