6 templates covering IT support specialist, technician, help desk, engineer, remote, and the first IT hire for a small business, with the FLSA exempt versus non-exempt analysis the generic templates skip. Copy or download as DOCX.
IT support keeps a company's people and systems running: troubleshooting issues, supporting users, managing devices and accounts, and keeping everything secure and up to date. The term is an umbrella that covers everything from a first-contact help desk agent to a senior support engineer, and in a small business it is often a single generalist who does all of it. Hiring one well starts with a job description that matches the level and gets the classification right.
These six templates cover the role across levels: an IT support specialist, an IT support technician, a help desk or Tier 1 agent, an IT support engineer, a remote IT support role, and a first IT hire for a small business. Each is ready to use, with the FLSA exempt versus non-exempt analysis most templates skip. For the fundamentals behind any posting, the guide to writing a job description is a useful companion.
TL;DR
IT support keeps users and systems running: troubleshooting, user support, and device and account management. It is mostly non-exempt and overtime-eligible, because the narrow FLSA computer-employee exemption does not cover routine support. The closest federal occupation reports a median of $60,340. In a small business it is often the first IT hire, a do-everything generalist. Download six templates by level, with the compliance built in.
What IT Support Does
IT support is the function that helps employees use technology and keeps systems available and secure. The work spans responding to support tickets, troubleshooting hardware and software, setting up and repairing equipment, managing accounts and access, and handling routine maintenance and security. At the entry level it looks like help desk work; at the senior level it extends into networking, systems, and infrastructure.
The closest federal occupation is 15-1232 Computer User Support Specialists, the largest entry-level IT occupation, with related network support work classified separately. Because the umbrella spans several levels, the templates here are organized by role so you can match the posting to what you actually need.
IT Support Duties and Responsibilities
IT support duties cluster into four areas: user support, devices and software, tickets and process, and security and onboarding. A strong job description picks the specific responsibilities from each area that match the level, rather than listing every possible task.
User support
Respond to and resolve support requests
Walk users through fixes patiently
Reset passwords and handle access
Devices and software
Install, configure, and repair hardware
Set up and image new devices
Manage software, licenses, and updates
Tickets and process
Log and categorize tickets
Document issues and solutions
Escalate and follow up to resolution
Security and onboarding
Provision new-hire accounts and devices
Maintain backups, patches, and antivirus
Control access to sensitive systems
For a help desk role the user-support duties lead; for an engineer, the systems and security work does. For a structured way to scope the role, the guide to defining job responsibilities walks through the process.
Which Template Should You Use?
Pick the template by level and setting. The core structure is the same across all six, but each one emphasizes the duties, requirements, and classification that fit a specific kind of IT support role, including a version for a small business hiring its first IT person.
IT Support Specialist
Core support role
The dominant version: troubleshooting, user support, account and device management. Start here for a general IT support hire.
IT Support Technician
Hands-on setup and repair
For practical, hands-on work: setting up, imaging, and repairing equipment. Non-exempt and overtime-eligible.
Help Desk / Tier 1
First point of contact
For first-contact support by phone, email, and chat: ticketing, password resets, and escalation. A strong entry-level role.
IT Support Engineer
Advanced / escalations
For escalations, systems, and infrastructure work. A senior support role that may meet the computer-employee exemption.
Remote IT Support
Distributed teams
For supporting a remote workforce: remote-access tools, device shipping, and account management across locations.
Small Business / First IT Hire
No IT department
For a company's first dedicated IT person: a do-everything generalist who also handles new-hire setup. The SMB version.
Match the Template to the Role
General support hire? IT Support Specialist. Hands-on hardware work? IT Support Technician. First-contact phone and ticket support? Help Desk / Tier 1. Escalations and systems work? IT Support Engineer. Supporting a distributed team? Remote IT Support. The only IT person at a small company? Small Business / First IT Hire.
6 IT Support Job Description Templates
Download all six as a single Word document or copy individual templates. Each follows the same structure: company and job summary, key responsibilities, qualifications, a classification note, and how to apply, with an EEO statement. Fill in the brackets and post.
Download All 6 Job Description Templates
IT support specialist, technician, help desk, engineer, remote, and small business. All in one DOCX.
Template 1: IT Support Specialist
The dominant version: troubleshooting, user support, and account and device management. Start here for a general IT support hire.
For first-contact support by phone, email, and chat: ticketing, password resets, and escalation. A strong entry-level role. Use this for a help desk hire.
Help Desk / Tier 1 Support Job Description
HELP DESK / TIER 1 SUPPORT JOB DESCRIPTION
Company: __
Location: __ ([City, State]; on-site / remote)
Reports to: __ (Help Desk Lead / IT Manager)
Employment type: [ ] Full-time [ ] Part-time
FLSA status: Non-exempt (overtime-eligible)
Pay range: $_ to $_ per hour
JOB SUMMARY
[Company Name] is hiring a Help Desk / Tier 1 Support agent to be the first point of
contact for technical issues. You will answer requests by phone, email, and chat, log
tickets, resolve common problems, and escalate the rest. This is a great entry point
into IT for a patient, clear communicator who likes helping people solve problems.
KEY RESPONSIBILITIES
•Answer support requests by phone, email, and chat
•Log and categorize tickets accurately
•Troubleshoot and resolve common issues at first contact
•Reset passwords and handle basic account requests
•Walk users through step-by-step fixes
•Escalate complex issues to Tier 2 or specialists
•Follow up to confirm resolution
•Maintain knowledge-base articles
REQUIRED QUALIFICATIONS
•High school diploma or equivalent; coursework or certs a plus
•[0 to 1 year] of support or customer-service experience
•Basic knowledge of common operating systems and apps
•Patient, friendly phone and writing manner
•[CompTIA A+ a plus, not required]
•Willingness to learn and follow procedures
CLASSIFICATION NOTE (read before posting)
Tier 1 help desk work, troubleshooting, password resets, and routine support, does
not meet the FLSA computer employee exemption duties test. This role is non-exempt and
overtime-eligible. This is general information, not legal advice.
COMPENSATION AND HOW TO APPLY
Pay range: $_ to $_ per hour
To apply, send your resume to __ by _.
[Company Name] is an equal opportunity employer.
Template 4: IT Support Engineer
For escalations, systems, and infrastructure work. A senior support role that may meet the computer-employee exemption, depending on duties. Use this for advanced support.
IT Support Engineer Job Description
IT SUPPORT ENGINEER JOB DESCRIPTION
Company: __
Location: __ ([City, State])
Reports to: __ (IT Manager / Engineering Lead)
Employment type: Full-time
FLSA status: Confirm exempt vs non-exempt by actual duties and pay
Salary range: $_____ to $_____ per year
JOB SUMMARY
[Company Name] is hiring an IT Support Engineer to handle advanced technical support
and help maintain our systems and infrastructure. Beyond day-to-day support, you will
take on escalations, improve systems and processes, and work on networking, security,
and automation. This is a senior support role for an experienced, technical
problem-solver.
KEY RESPONSIBILITIES
•Resolve escalated and complex technical issues
•Maintain servers, networks, and cloud services
•Improve systems, processes, and automation
•Manage identity, access, and security configurations
•Support and mentor Tier 1 and Tier 2 staff
•Plan and execute upgrades and migrations
•Monitor systems and respond to incidents
•Document architecture and procedures
REQUIRED QUALIFICATIONS
•Bachelor's degree in IT or equivalent experience
•[3+ years] of IT support or systems experience
•Strong networking, systems, and security knowledge
•Scripting or automation experience a plus
•[Relevant certifications such as Network+, Security+, or cloud certs]
•Strong problem-solving and documentation skills
CLASSIFICATION NOTE (read before posting)
An IT support engineer doing genuine systems analysis, design, or administration may
meet the FLSA computer employee exemption, unlike routine support roles. Confirm the
duties and pay actually meet the test rather than assuming. This is general
information, not legal advice.
COMPENSATION AND HOW TO APPLY
Salary range: $_____ to $_____ per year
To apply, send your resume to __ by _.
[Company Name] is an equal opportunity employer.
Template 5: Remote IT Support
For supporting a remote workforce: remote-access tools, device shipping, and account management across locations. Use this for a distributed team.
Remote IT Support Job Description
REMOTE IT SUPPORT JOB DESCRIPTION
Company: __
Location: Remote ([time zone / coverage hours]; [state restrictions if any])
Reports to: __ (IT Manager)
Employment type: [ ] Full-time [ ] Part-time
FLSA status: Non-exempt (overtime-eligible)
Pay range: $_ to $_ per hour
JOB SUMMARY
[Company Name] is hiring a Remote IT Support agent to provide technical support to our
distributed team. You will handle requests remotely, troubleshoot over phone, chat,
and remote-access tools, ship and track devices, and keep remote staff productive and
secure. A self-directed communicator who can solve problems without being on-site is
ideal.
KEY RESPONSIBILITIES
•Provide remote support by phone, chat, and remote-access tools
•Troubleshoot hardware, software, and connectivity remotely
•Manage accounts, access, and device enrollment
•Coordinate device shipping, setup, and returns
•Support VPN, collaboration, and security tools
•Log tickets and document remote fixes
•Help onboard remote new hires with accounts and devices
•Escalate issues that need on-site or specialist help
REQUIRED QUALIFICATIONS
•[1+ years] of IT support experience, remote a plus
•Comfort with remote-support and device-management tools
•Strong written communication and self-direction
•Knowledge of common OS, networking, and business apps
•[CompTIA A+ or similar a plus]
•Reliable home workspace and connectivity
CLASSIFICATION NOTE (read before posting)
Remote IT support is non-exempt and overtime-eligible like on-site support. For remote
staff, track hours and confirm wage and overtime rules for the employee's state, which
may differ from your headquarters. This is general information, not legal advice.
COMPENSATION AND HOW TO APPLY
Pay range: $_ to $_ per hour
To apply, send your resume to __ by _.
[Company Name] is an equal opportunity employer.
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Template 6: IT Support (Small Business / First IT Hire)
For a company's first dedicated IT person: a do-everything generalist who also handles new-hire setup, with no IT department behind them. The realistic version for a 5 to 50 person company.
IT Support Job Description (Small Business / First IT Hire)
IT SUPPORT JOB DESCRIPTION (SMALL BUSINESS / FIRST IT HIRE)
Company: __
Location: __ ([City, State])
Reports to: Owner / Operations Manager
Employment type: [ ] Full-time [ ] Part-time
FLSA status: Non-exempt (overtime-eligible)
Pay range: $_____ to $_____ per year
JOB SUMMARY
[Company Name] is hiring its first dedicated IT Support person to own technology for a
growing small business. With no IT department behind you, you will do a little of
everything: support users, manage devices and accounts, keep systems secure, handle
vendors, and help onboard new employees. This is a high-ownership generalist role for
a resourceful, self-directed problem-solver.
KEY RESPONSIBILITIES
•Provide all-around technical support to staff
•Manage devices, accounts, software, and licenses
•Set up and secure the company's systems and network
•Provision accounts and devices for new hires
•Manage IT vendors, subscriptions, and equipment
•Maintain backups, security, and basic compliance
•Document systems and create simple IT procedures
•Decide when to handle in-house vs use outside help
REQUIRED QUALIFICATIONS
•[2+ years] of broad IT support experience
•Comfortable being the only IT person, wearing many hats
•Solid knowledge of devices, networks, and cloud apps
•Self-directed, practical, and good with non-technical staff
•[CompTIA A+, Network+, or similar a plus]
•Sound judgment on security and vendor decisions
CLASSIFICATION NOTE (read before posting)
A first IT hire focused on hands-on support and user help is generally non-exempt and
overtime-eligible; the FLSA computer exemption does not apply to routine support and
repair. Confirm by actual duties and pay. This is general information, not legal
advice.
COMPENSATION AND HOW TO APPLY
Pay range: $_____ to $_____ per year
To apply, send your resume to __ by _.
[Company Name] is an equal opportunity employer.
IT Support vs IT Technician
IT support and IT technician are closely related and often used interchangeably, but the emphasis differs, which affects the title you should post and the candidates you attract.
IT Support vs IT Technician
IT support is the broader, user-facing umbrella: helping people, troubleshooting issues, and keeping systems and accounts running, often including remote and software support. It tends to ask for some college or certifications.
IT technician leans more hands-on with hardware: physically setting up, imaging, and repairing equipment, often an associate-degree path. The roles overlap heavily and pay is similar, near the same federal median, so the right title depends on whether the job is more user-and-systems support or more hands-on hardware work.
If the role is more about hands-on hardware setup and repair, the IT technician templates are the better starting point. If it is broader user and systems support, stay here. Many small companies combine both, in which case the small-business template on this page fits best.
FLSA: Exempt or Non-Exempt?
This is the part the generic templates skip, and it is the part employers most often get wrong: whether IT support is exempt or non-exempt under the FLSA. Getting it right protects your business from overtime liability and sets correct expectations in the posting.
Most IT support roles are non-exempt, even when employers mark them exempt
The single most useful thing to get right is FLSA classification, because many employers mislabel IT support as exempt. The computer employee exemption is narrow: it applies only to employees whose primary duty is systems analysis, software or systems design, programming, or similar high-level work, and the Department of Labor is explicit that job titles do not determine the exemption. Routine troubleshooting, password resets, software installation, user support, and equipment setup and repair do not meet that test. The exemption also expressly excludes employees engaged in the manufacture or repair of hardware. So a typical IT support specialist, help desk agent, or technician is non-exempt and entitled to overtime, regardless of being salaried. Classify by actual duties, not the title. This is general information, not legal advice.
The pay threshold and the duties test both have to be met
Even where the duties could qualify, the role must also clear the pay test. The computer employee exemption requires payment on a salary or fee basis of at least the federal threshold, or at least the special computer hourly rate, and the duties must genuinely be analysis, design, or development work. The salary threshold reverted to its earlier level after a 2024 rule raising it was set aside by a federal court, so confirm the current figure when you classify. The practical takeaway for a small business: do not assume an IT support hire is exempt just because the work is technical or the person is paid a salary. When in doubt, treat the role as non-exempt and pay overtime, or get advice. This is general information, not legal advice.
An IT support hire often runs your access security and onboarding
IT support is usually the person who provisions accounts and devices for every new hire and revokes them when someone leaves, which makes the role central to access security. That is a natural fit with onboarding, and where FirstHR helps a small business without an IT department: e-signature for the offer letter and an acceptable-use or IT-security policy, task workflows for a new-hire access-and-device checklist that the IT support person executes, training modules for security awareness, and an HRIS and org chart so it is clear who owns IT and who reports to whom. To be clear about scope, FirstHR is an onboarding and HR platform, not an IT management, device management, or ticketing system, and it does not run payroll or administer benefits, so pair it with those tools. Applicant tracking is coming soon.
The Computer Exemption Is Narrow
The FLSA computer employee exemption (29 CFR 541.400) applies only to systems analysis, design, or programming work, and the Department of Labor states that job titles do not determine the exemption. Routine troubleshooting, support, and hardware repair are non-exempt, so most IT support roles are overtime-eligible.
For more on how exemption works and the duties and salary tests, the exempt versus non-exempt guide and the Fair Labor Standards Act overview explain the rules that decide overtime eligibility, which is worth getting right since misclassification carries real liability.
Skills and Requirements
IT support starts from troubleshooting ability and clear communication, with education and certifications scaled to the level. Keep requirements realistic for an entry to mid-level hire, and list certifications as preferred.
Requirement
What to look for
Education
Some college, associate's, or equivalent experience; HS plus certs often works
Experience
0 to 2 years for help desk; more for specialist or engineer
Technical
Windows, macOS, networking, and common business applications
Certifications
CompTIA A+, Network+, Security+, or cloud certs, preferred
Soft skills
Patient, service-oriented, clear with non-technical staff
Classification
Usually non-exempt and overtime-eligible; verify by duties
IT support pay sits in the mid-range for technology roles and varies by level, industry, and location. Use the federal median as a baseline, then adjust for the specific role and your market.
Median $60,340 for User Support Specialists (BLS)
Computer user support specialists, the closest match for IT support, had a median annual wage of $60,340 in May 2024, with the lowest 10 percent under $38,780 and the highest 10 percent over $98,010 (U.S. Bureau of Labor Statistics). Computer network support specialists, a more advanced role, had a median of $73,340.
Entry-level help desk and desktop support roles often run lower, in the high $40,000s based on compensation surveys, while support engineers earn more. Government and finance tend to pay above the median. Overall employment is projected to decline slightly through 2034, but roughly 50,500 openings a year are expected from turnover, so a competitive range still matters. Because most IT support roles are non-exempt, budget for overtime.
Hiring Your First IT Person
For a growing small business, the first IT support hire is a milestone. The point comes when managing devices, accounts, security, and daily technical problems takes more time than the owner or an office manager can spare. That first hire is almost always a generalist who does a little of everything, with no IT department behind them, which is exactly the scenario the small-business template on this page is written for. Larger companies hire into established IT teams; the businesses searching for this job description are usually the small ones figuring it out for the first time.
The practical reality is that this person often becomes the backbone of both technology and onboarding, since they provision accounts and devices for every new hire and control access to sensitive systems. That makes a clean, repeatable process valuable from day one. For broader guidance on hiring with a small team, the small business hiring guide is a useful companion, and the IT technician template helps if the role leans toward hands-on hardware.
From Hiring to Onboarding
The job description is step one. An IT support hire is unusual in that the new hire often runs onboarding for everyone else, provisioning accounts and devices, so their own onboarding should model the process: the offer, a signed security policy, access provisioning, and security training, all documented.
Send the offer
Confirm the role, pay, non-exempt status, and start date in writing, along with an acceptable-use or IT-security policy to sign.
Provision access
Set up accounts, devices, and the right access levels, and document what was granted so it can be tracked and later revoked.
Train on security
Run security-awareness training at hire, which the IT support person often delivers, with a signed acknowledgment.
Store the records
Keep the signed policy, access list, and training record organized, so offboarding and audits are straightforward later.
Once your offer is ready, the offer letter template handles the next step, and an onboarding template gives the new hire a structured start. FirstHR connects the offer, an acceptable-use or IT-security policy for e-signature, a new-hire access-and-device checklist, security-awareness training, and document management in one place, which is especially useful when your IT support person is the one running onboarding for the rest of the team. FirstHR is an onboarding and HR platform, not an IT management, device management, or ticketing tool, and it does not run payroll or administer benefits, so connect those separately. Applicant tracking is coming soon to FirstHR.
Key Takeaways
IT support keeps users and systems running: troubleshooting, user support, and device and account management.
Use the template that matches the level: specialist, technician, help desk, engineer, remote, or first IT hire.
Most IT support roles are non-exempt and overtime-eligible; the narrow FLSA computer exemption does not cover routine support.
Do not rely on the job title for classification; the duties and pay decide, and misclassification carries liability.
In a small business, the first IT hire is usually a do-everything generalist who also provisions new-hire accounts and devices.
Use BLS data as a baseline: user support specialists report a median of $60,340 and network support specialists $73,340.
Frequently Asked Questions
What does IT support do?
IT support keeps a company's people and technology running. Day to day, that means responding to support requests, troubleshooting hardware and software problems, setting up and repairing equipment, managing user accounts and access, resolving network and email issues, and documenting fixes in a ticketing system. IT support also handles routine maintenance, updates, and security tasks, and often provisions accounts and devices for new hires. The work ranges from first-contact help desk support, answering questions and resetting passwords, to more advanced troubleshooting and systems work. The common thread is helping users and keeping systems available, secure, and up to date. Titles in this family include IT support specialist, IT support technician, help desk technician, and IT support engineer. This is general information, not legal advice.
What is the difference between IT support and an IT technician?
The two overlap heavily and are often used interchangeably, but there is a general distinction. IT support is the broader, user-facing umbrella: helping people, troubleshooting issues, supporting software and accounts, and keeping systems running, including remote support. IT technician leans more toward hands-on hardware work: physically setting up, imaging, and repairing computers and equipment. Employers often associate IT support roles with some college or certifications and technician roles with an associate-degree, hands-on path, though this varies. Pay is similar, near the same federal median, so the right title depends on whether the job is more user-and-systems support or more hands-on hardware. Many small companies combine both into one role. This page focuses on IT support; a separate template covers the IT technician role specifically. This is general information, not legal advice.
Is IT support exempt or non-exempt under the FLSA?
Most IT support roles are non-exempt and entitled to overtime, even though employers frequently mislabel them as exempt. The FLSA computer employee exemption is narrow: it applies only when the employee's primary duty is systems analysis, software or systems design, programming, or similar high-level work. The Department of Labor states explicitly that job titles do not determine the exemption, and it expressly excludes employees engaged in manufacturing or repairing hardware. Routine troubleshooting, password resets, software installation, user support, and equipment setup do not meet that test, so a typical IT support specialist, help desk agent, or technician is non-exempt regardless of being salaried. A senior support engineer doing genuine systems design may qualify. Always classify by actual duties and pay, not the title. This is general information, not legal advice.
What pay threshold applies to the computer employee exemption?
To qualify for the FLSA computer employee exemption, the role must meet both a duties test and a pay test. The pay test requires payment on a salary or fee basis at or above the federal threshold, or at least the special computer-employee hourly rate set by the Department of Labor. A 2024 rule that raised the salary threshold was set aside by a federal court in late 2024, and enforcement reverted to the earlier threshold, so you should confirm the current figure when classifying a role. The key point for a small business is that meeting the pay threshold alone is not enough: the duties must genuinely be analysis, design, or development work. Routine support does not qualify no matter how the person is paid. This is general information, not legal advice.
Should a small business hire IT support?
Yes, and it is a common first technical hire. As a small business grows, the point comes where managing devices, accounts, security, and day-to-day technical problems takes more time than the owner or an office manager can spare. The first IT support hire is usually a generalist who does a little of everything: user support, device and account management, security, vendor coordination, and helping onboard new employees, often with no IT department behind them. This is exactly the scenario the small-business template on this page is written for. The alternative is outsourcing to a managed service provider, and many small companies use a mix of both. If you are making this hire, look for a resourceful, self-directed person comfortable wearing many hats. This is general information, not legal advice.
What qualifications and certifications does IT support need?
Most IT support roles are entry to mid-level. Employers typically look for some college coursework, an associate's degree, or equivalent experience, plus strong troubleshooting and communication skills, since the job involves helping non-technical coworkers. A high school diploma combined with relevant IT certifications often qualifies a candidate. The most common entry certification is CompTIA A+, with Network+ and Security+ valued for more advanced or networking-focused roles, and cloud certifications for engineers. For a help desk or Tier 1 role, certifications are a nice-to-have rather than a requirement, while a support engineer role may expect a bachelor's degree and stronger credentials. List certifications as preferred rather than required to keep your candidate pool wide for an entry-level hire. This is general information, not legal advice.
How much does IT support make?
IT support pay sits in the mid-range for technology roles. According to the U.S. Bureau of Labor Statistics, computer user support specialists, the closest match for IT support, had a median annual wage of $60,340 in May 2024, with the lowest 10 percent under $38,780 and the highest 10 percent over $98,010. Computer network support specialists, a more advanced role, had a median of $73,340. Entry-level help desk and desktop support roles tend to run lower, often in the high $40,000s based on compensation surveys, while senior support engineers earn more. Pay varies by industry and location, with government and finance generally paying more. Benchmark to the specific role and your local market, and post a competitive range. This is general information, not legal advice.
What should an IT support job description include?
A strong IT support job description names the specific role up front, whether specialist, technician, help desk, engineer, remote, or a first IT hire, and includes a short company summary, a job summary that makes the support focus clear, and responsibilities grouped into user support, devices and software, tickets and process, and security and onboarding. It should state the qualifications and any preferred certifications realistically for the level, note the work location and any on-call expectation, and be explicit about FLSA classification, since most IT support roles are non-exempt despite frequent mislabeling. For a small business, it helps to be clear that the role is a generalist who also handles new-hire setup. Close with an equal opportunity statement and clear apply instructions. This is general information, not legal advice.
