IT Support Specialist job description: Duties, skills and responsibilities

IT support professionals ensure smooth technology operations, making them essential for any organisation. From troubleshooting to maintaining systems, they keep businesses running efficiently in a digital world.

If you’re seeking to hire skilled IT support, this comprehensive guide will help you craft a job description that captures the key responsibilities and attracts the right candidates.

IT Support job duties and responsibilities

IT support roles focus on solving technology-related challenges, assisting users, and maintaining systems.

Here’s a list of typical duties and responsibilities that IT support professionals focus on: 

• Technical troubleshooting: 
  • Diagnose and resolve hardware, software, and network issues efficiently.
  • Support end-users with IT problems through remote or on-site assistance.
  • Document issues, solutions, and recurring problems to inform future fixes.
• System maintenance 
  • Ensure systems, devices, and networks are up-to-date and performing optimally.
  • Perform regular checks to identify vulnerabilities or potential downtime risks.
  • Manage backups and recovery processes to safeguard critical company data.
• User assistance and training 
  • Assist employees with technical setups, such as user accounts and software installations.
  • Offer training to improve employee proficiency with IT systems.
  • Develop guides and FAQs for common IT tasks and troubleshooting.
• Compliance and security 
  • Monitor system security to prevent unauthorised access, breaches or malware attacks.
  • Enforce user access protocols and conduct compliance checks to meet company policies.
  • Update antivirus software and provide cybersecurity training to employees.
• IT inventory management 
  • Track and manage IT hardware and software resources.
  • Coordinate procurement for new equipment and licenses as needed.
  • Maintain asset records for organisational accountability and audits.

A strong IT support professional acts as a bridge between technology and its users, ensuring seamless functionality across the business.

Concerned about an influx of applications? Employment Hero’s recruitment software is designed to help Small-to-Medium Enterprises manage the entire process. 

What should be included in an IT support job description?

When writing an IT support job description, include sections that provide clarity on the role and its expectations. The following are suggested inclusions:

• Overview: Summarise the importance of IT support’s role in business continuity.
• Responsibilities: List daily tasks, long-term objectives, and specific role expectations.
• Skills: Detail both technical and interpersonal abilities essential to the role.
• Qualifications: Include certifications, educational levels, and experience requirements.
• Work environment: Specify remote, in-office, or hybrid options and set expectations for after-hours support.
• Call-to-action (CTA): Encourage applications with a strong closing line.

By crafting a clear, informative job description, you’ll attract IT professionals whose skills align with your organisation’s needs.

Example job description

We are looking for an experienced IT Support Specialist to manage our organisation’s technology needs. This role focuses on resolving technical challenges, maintaining key systems, and ensuring seamless daily operations.

Key responsibilities:

• Assist users by resolving hardware, software, and system issues promptly.
• Set up, manage and maintain IT systems and equipment.
• Identify trends in recurring issues and proactively provide solutions.
• Ensure compliance with cybersecurity protocols and company policies.
• Collaborate with IT teams to improve system efficiency and performance.

Required skills:

• Strong knowledge of operating systems (Windows, macOS) and common software tools.
• Proficient with networking concepts, such as LAN/WAN, TCP/IP.
• Excellent troubleshooting and problem-solving abilities.
• Positive communication skills to effectively interact with non-technical users.
• Familiarity with ITSM tools like ServiceNow or Zendesk is a plus.

Work environment:

• Full-time, hybrid work balance with occasional on-site support for urgent needs.
• A dynamic team environment with a focus on professional development and growth.

If you are a proactive problem-solver who thrives on technological challenges, we’d like to hear from you!.

What is the best way to screen candidates?

Recruiting IT support professionals involves evaluating a combination of technical proficiency and communication skills. Follow these steps for effective screening:

• Resume assessment: Look for hands-on experience with resolving hardware and software issues. Consider certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified Professional.
• Technical tasks: Present candidates with diagnostics scenarios to test their troubleshooting capabilities. Evaluate their familiarity with remote support tools and system installations.
• Interviews: Ask how they have managed complex technical challenges in past roles. Explore their ability to explain IT solutions to non-technical team members.
• Soft skill evaluation: Assess their responsiveness, teamwork, and ability to remain composed in high-pressure situations.

With Employment Hero’s recruitment tools, you can easily identify top candidates by automating much of the evaluation process.ct.

Employment Hero gives you a talent pool with millions of active job-seekers, ready and waiting to work – without the need for any job ads

What skills should an IT Support Specialist have?

Success as a Business Development Manager comes from combining strategic tA dependable IT support professional must demonstrate expertise, adaptability, and user-focused communication. Essential skills include:

• Technical troubleshooting: Resolve complex issues related to software and hardware systems proactively.
• Strong communication: Simplify technical jargon to help non-IT staff understand processes.
• Time management: Multi-task effectively and prioritise tasks during high-pressure situations.
• Soft skills: Patience and empathy when working with users. Problem-solving under pressure during critical system failures. Collaboration with teams to understand larger organisational needs effectively.

What qualifications should an IT Support Specialist have?

While qualifications vary, key requirements for the role often include:

• Education: An IT-related degree or equivalent professional experience.
• Certifications: Certifications such as CompTIA A+, ITIL Certification, or Cisco’s CCNA are highly desirable.
• Experience: 2–4 years in a technical support role.

Defining clear expectations helps target candidates who meet your organisational standards.

Found a candidate and ready to make an offer? Download our Employment Offer Letter Template to streamline the process.

Hire fast. Hire right. All in one place with Employment Hero

For small businesses, hiring can feel like a full-time job on top of everything else. Sorting through irrelevant applications. Chasing down resumes. Coordinating interviews across packed calendars. When the right person finally comes along, you need to be ready. The best candidates aren’t on the market for long, and drawn-out processes can mean missing out altogether.

That’s why it pays to have an all-in-one Employment Operating System do the heavy lifting. With Employment Hero you can:

• Attract better candidates. Get your role in front of the right people – even if they’re not actively looking – with smart tools that go beyond traditional job boards.
• Cut down on manual work. Automate job ads, track applicants in one place, and use built-in tools to shortlist efficiently.
• Keep things moving. With structured scorecards and a clear hiring workflow, your team can make confident decisions, fast.
• Set new hires up for success. Digital contracts and tailored onboarding workflows help new team members hit the ground running.

It’s not about adding more steps – it’s about simplifying the right ones, so you can make better hires, faster.

Whether you’re hiring your first employee or growing your team, Employment Hero’s all-in-one Employment Operating System helps you focus on what matters: finding great people and getting them through the door.