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Key Responsibilities and Required Skills for Computer Technician

💰 $40,000 - $70,000

ITTechnical SupportDesktop SupportHardware

🎯 Role Definition

A Computer Technician provides hands-on technical support and maintenance for desktop and laptop hardware, peripherals, mobile devices, and associated software, ensuring end-user productivity through timely troubleshooting, imaging, repair, and lifecycle management. This role blends desktop support, on-site and remote assistance, hardware diagnostics, OS deployment, and basic network troubleshooting while maintaining accurate documentation and strong customer service.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician or IT Support Specialist transitioning to on-site hardware responsibilities.
  • Desktop Support Technician looking to broaden hardware and imaging experience.
  • Field Technician or Retail Technical Support with foundational troubleshooting skills.

Advancement To:

  • Senior Computer Technician / Senior Desktop Support Engineer.
  • Systems Administrator or Endpoint Engineer focusing on imaging, patching, and identity services.
  • Network Technician or Infrastructure Engineer working more deeply on switches, routing, and servers.
  • IT Manager or Technical Lead responsible for process, vendor management, and team mentorship.

Lateral Moves:

  • Field Service Technician supporting multiple client sites.
  • AV & Collaboration Technician supporting meeting rooms and unified communications.
  • Endpoint Security Administrator focusing on antivirus, EDR, and patch compliance.

Core Responsibilities

Primary Functions

  • Diagnose and repair desktops, laptops, tablets, and peripherals (printers, scanners, docking stations) using established troubleshooting methodologies and manufacturer resources to restore functionality quickly and minimize user downtime.
  • Perform hands-on hardware replacements and upgrades (SSD/HDD, memory, power supplies, displays, motherboards) while following ESD and safety procedures and maintaining component tracking for warranty and inventory control.
  • Deploy, image, configure, and maintain Windows and macOS operating systems using tools such as Microsoft Endpoint Configuration Manager (SCCM/ConfigMgr), MDT, JAMF, or other imaging/MDM systems to ensure consistent corporate builds and security baselines.
  • Provision and manage Active Directory accounts, groups and computer objects, including password resets, account unlocks, group membership changes, and computer joins to domain as part of onboarding/offboarding and device lifecycle tasks.
  • Troubleshoot network connectivity issues at the device level (wired and wireless), including TCP/IP configuration, DNS, DHCP, VPN connections, SSID authentication, and basic switch/POE port validation to ensure endpoint connectivity.
  • Provide remote support using remote access tools (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop, LogMeIn) to resolve software and configuration issues for geographically distributed users efficiently.
  • Install, configure, and troubleshoot common business applications and productivity suites (Office 365/Microsoft 365, browser-based apps, printing drivers), ensuring compatibility and correct user settings.
  • Maintain and repair printers and multifunction devices, including driver installation, network printer configuration, replacing consumables, and coordinating service level repairs with third-party vendors when needed.
  • Execute system and application updates, patches, and firmware upgrades on endpoints per patch management windows and change control, documenting exceptions and troubleshooting update-related issues.
  • Perform hardware diagnostics using vendor tools and industry-standard utilities, document root cause analysis, and recommend preventative actions to reduce repeat incidents.
  • Support mobile device management workflows for corporate phones and tablets, including enrollment, policy application, remote wipe, and troubleshooting device sync or provisioning problems.
  • Assist with workstation imaging and refresh projects including planning rack-and-stack, testing images, migrating user profiles and data, and validating application compatibility prior to mass deployment.
  • Manage IT asset inventory and lifecycle records including tagging, tracking warranty information, decommissioning, secure data sanitization, and disposal in compliance with company policy.
  • Follow and contribute to knowledge base articles, runbooks, and standard operating procedures to improve first-call resolution rates and to ensure consistent troubleshooting steps across the team.
  • Escalate complex hardware, software, or network incidents to senior engineers or vendors with clear documentation, logs, and reproduction steps while owning the ticket until resolution or formal handoff.
  • Support user onboarding and offboarding processes by preparing hardware, imaging devices, provisioning accounts, and ensuring secure data transfer and device reclamation.
  • Conduct basic server hardware checks and assist server/support teams with onsite diagnostics when required (power checks, cabling, rack access, indicator LEDs) and coordinate with data center staff for escalations.
  • Enforce security best practices on endpoints, including antivirus/EDR installation and monitoring, secure configuration enforcement, BitLocker/FileVault encryption support, and adherence to corporate patch and password policies.
  • Provide excellent customer-facing communication, including clear status updates, technical explanations customized to audience level, and follow-up to confirm issue resolution and user satisfaction.
  • Coordinate with third-party vendors for warranty repairs, returns, RMA processing, and professional services engagements, ensuring costs and timelines are tracked and communicated.
  • Participate in scheduled maintenance windows and change control processes, performing pre-checks, validation, rollbacks, and post-change verification to minimize business impact.
  • Conduct preventative maintenance and health checks on endpoints and peripherals, identifying aging hardware, performance bottlenecks, and recommending upgrades or replacement as part of asset refresh planning.

Secondary Functions

  • Maintain and evolve the internal knowledge base by converting frequent troubleshooting scenarios into searchable documentation and step-by-step runbooks.
  • Support ad-hoc reporting of hardware inventory, warranty status, and incident trends to help IT leadership prioritize refresh cycles and vendor negotiations.
  • Contribute to process improvement initiatives such as ticket triage workflows, SLA tuning, and first-level diagnostics scripts to increase team efficiency and resolution speed.
  • Assist with training end users on standard tools, best practices, and basic troubleshooting steps to reduce repeat low-complexity requests and empower staff.
  • Participate in on-call rotations or scheduled weekend/after-hours support during critical incidents, upgrades, or corporate rollouts as required.
  • Collaborate with cybersecurity and compliance teams to implement endpoint hardening standards, remediate compliance gaps, and support audits through evidencing patch levels and device configurations.
  • Help coordinate logistics for equipment distribution and returns during remote work transitions, office moves, or large-scale device refresh projects.
  • Participate in proof-of-concept testing for new desktop management tools, imaging technologies, or peripheral hardware and provide feedback from a field support perspective.

Required Skills & Competencies

Hard Skills (Technical)

  • Hardware diagnostics and repair for laptops, desktops, tablets, and peripherals including component-level troubleshooting and replacement.
  • Proficiency with Windows (10/11), macOS (current releases), and basic Linux desktop troubleshooting.
  • Imaging and provisioning tools: SCCM/ConfigMgr, MDT, Ghost, JAMF Pro, Intune, or equivalent MDM/endpoint management platforms.
  • Active Directory and Azure AD administration fundamentals: user/computer account management, group policy understanding, and domain join workflows.
  • Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting, Wi-Fi authentication (WPA2/WPA3), and ability to escalate complex network issues with clear diagnostics.
  • Familiarity with ticketing and ITSM tools: ServiceNow, Jira Service Management, Zendesk, or similar for case management and SLA adherence.
  • Experience with remote support tools: TeamViewer, AnyDesk, Microsoft Remote Desktop, or VNC for offsite troubleshooting.
  • Printer and multifunction device setup and troubleshooting, including driver issues and network printing configuration.
  • Endpoint security tools and practices: antivirus/EDR installation and remediation, BitLocker/FileVault management, and patch management basics.
  • Basic scripting for automation and diagnostics (PowerShell, batch, or shell scripting) to speed repetitive support tasks and data collection.
  • Peripheral and mobile device support, including Bluetooth pairing, mobile MDM enrollment, and tethering/VPN on mobile devices.
  • Backup and recovery procedures for user data (local, cloud sync like OneDrive/Google Drive), and understanding of secure data wipe and disposal processes.
  • Firmware and BIOS/UEFI updates, driver management, and compatibility triage during hardware replacements or OS upgrades.
  • Understanding of vendor RMA processes, warranty claim procedures, and working knowledge of major OEM diagnostic tools (Dell, HP, Lenovo, Apple).

Soft Skills

  • Strong customer service orientation with the ability to translate technical issues into plain language and maintain a calm, professional demeanor under pressure.
  • Excellent verbal and written communication for status updates, documentation, and cross-team collaboration.
  • Analytical problem solving with a methodical approach to diagnostics, root cause analysis, and follow-through to resolution.
  • Time management and prioritization skills to balance high-volume tickets and urgent on-site fixes while meeting SLA targets.
  • Team player mentality with the willingness to mentor junior staff, share knowledge, and receive feedback.
  • Attention to detail for accurate asset records, change documentation, and repeatable troubleshooting steps.
  • Adaptability to rapidly changing environments, new technologies, and evolving security/posture requirements.
  • Initiative and ownership mentality; ability to follow processes while identifying opportunities for process improvement.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED with demonstrated hands-on technical experience or relevant technical training.

Preferred Education:

  • Associate degree or Bachelor’s degree in Information Technology, Computer Science, Electronics, or related technical field.

Relevant Fields of Study:

  • Information Technology / IT Support
  • Computer Science / Systems Administration
  • Electronics / Hardware Engineering
  • Network Administration
  • Technical Certifications (see below)

Recommended certifications (helpful but not always required):

  • CompTIA A+, CompTIA Network+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Apple Certified Support Professional (ACSP) / Jamf certifications
  • Cisco CCNA (for roles with heavier networking duties)
  • Vendor-specific certifications (Dell/HP/Lenovo service training)

Experience Requirements

Typical Experience Range: 1–5 years of hands-on desktop/field support experience; entry-level roles may start at 0–2 years with strong certification or internship experience.

Preferred:

  • 2+ years supporting Windows and/or macOS endpoints in enterprise environments.
  • Demonstrated experience with imaging/MDM solutions, Active Directory workflows, and ticketing systems.
  • Prior exposure to hardware lifecycle management, asset tracking, and vendor RMA coordination.
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