Here is a comprehensive Job Description (JD) for a Desktop Support Services (DSS) Level 1 Technician . You can easily customize the bracketed information to fit your specific company.

Job Overview

We are seeking a customer-focused and detail-oriented Desktop Support Services (DSS) L1 Technician to join our IT support team. In this role, you will be the first point of contact for employees experiencing technical issues. You will be responsible for diagnosing, troubleshooting, and resolving basic hardware, software, and network incidents, ensuring minimal downtime and a high level of user satisfaction.

Incident Management & Technical Support

- Serve as the first line of defense for all incoming IT support requests via ticketing system, email, phone, and walk-ins.
- Provide initial triage, classification, and basic troubleshooting for hardware (desktops, laptops, printers, peripherals) and software (OS, MS Office 365, internal apps).
- Resolve password resets, account lockouts, and basic access control issues.
- Escalate complex or unresolved issues to L2/L3 support teams or external vendors with clear documentation.

Deployment & Maintenance

- Assist with the setup, configuration, and deployment of new user workstations, laptops, and mobile devices using standard company images.
- Install, configure, and update approved software applications and drivers.
- Perform basic routine maintenance on IT equipment and conference room setups.





Documentation & Asset Management

- Log all support requests, diagnostics, and resolutions accurately within the ITSM/ticketing tool (e.g., ServiceNow, Jira, Zendesk).
- Contribute to the internal knowledge base by documenting standard fix procedures.
- Assist in tracking IT inventory, hardware assets, and software licenses.

Skills & Qualifications

Required Experience & Education

- Education: High School Diploma or equivalent; Associate’s degree in Computer Science, Information Technology, or a related field is a plus.
- Experience: 0–2 years of experience in an IT service desk, help desk, or desktop support environment (entry-level candidates with robust foundational knowledge are welcome).
- Solid understanding of Windows 10/11 and/or macOS operating systems.
- Familiarity with Microsoft 365 suites (Teams, Outlook, Word, Excel) and Active Directory (Azure AD/Entra ID is a plus).
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).
- Experience using a ticketing system/ITSM tool.

Soft Skills

- Customer Service: Excellent interpersonal skills with a patient, empathetic, and professional demeanor.
- Communication: Clear verbal and written communication skills to explain technical concepts to non-technical users.
- Problem‑Solving: Strong analytical skills to diagnose issues under pressure.

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📌 Desktop Support Specialist (Melbourne)
🏢 Tech People 247
📍 Melbourne