Key Responsibilities and Required Skills for a General Support Technician

🎯 Role Definition

The General Support Technician is the primary point of contact and the face of the IT department, providing crucial first-level technical assistance and support for all incoming queries and issues related to computer systems, software, and hardware. This role is a blend of technical expertise and exceptional customer service, focused on ensuring that all team members can work efficiently without technological disruption. You are the problem-solver, the troubleshooter, and the technical guide who empowers your colleagues by resolving their IT challenges promptly and effectively. This position is fundamental to maintaining organizational productivity and user satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

IT Intern or Apprentice
Customer Service Representative (with a technical aptitude)
Recent Graduate from a technical program or bootcamp

Advancement To:

Senior Support Technician / Tier 2-3 Support Specialist
System Administrator
Network Administrator

Lateral Moves:

IT Project Coordinator
Junior Cybersecurity Analyst
AV (Audio/Visual) Technician

Core Responsibilities

Primary Functions

Serve as the first point of contact for end-users seeking technical assistance over the phone, via email, through a helpdesk ticketing system, or in person.
Perform thorough remote troubleshooting through diagnostic techniques and targeted questions to determine the best solution for the issue at hand.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, networked peripheral devices, and mobile hardware.
Clearly and patiently walk users through the problem-solving process, providing user-friendly instructions for colleagues with varying levels of technical knowledge.
Manage the full lifecycle of user accounts across various platforms, including creation, deletion, password resets, and permission modifications in Active Directory, Azure AD, and various SaaS applications.
Provide comprehensive support for all company-approved software and business applications, including Microsoft Office 365, VPN clients, ERP systems, and proprietary software.
Meticulously document all support requests, troubleshooting steps, and resolutions within the IT service management (ITSM) platform (e.g., ServiceNow, Jira, Zendesk) to maintain a clear audit trail.
Escalate unresolved or complex issues to the appropriate next level of support personnel (e.g., System Administrators, Network Engineers) with detailed notes and initial diagnostic findings.
Set up, deploy, and image new computer systems, laptops, and mobile devices for new employees as part of the onboarding process, ensuring all necessary software and configurations are in place.
Perform hands-on hardware repairs and upgrades for desktops and laptops, including replacing RAM, hard drives, power supplies, and other internal components.
Maintain an accurate and up-to-date inventory of all IT assets, including hardware, software licenses, and peripherals, utilizing asset management software.
Assist with the maintenance and administration of local area networks (LANs) and wireless networks, including troubleshooting connectivity issues for end-users.
Provide hands-on support for audio/visual equipment in conference rooms and for virtual meetings, ensuring all systems are operational for presentations and company-wide events.
Proactively follow up with users to ensure their systems are fully functional after a resolution and that they are satisfied with the support they received.
Author, edit, and maintain technical documentation and articles for the internal IT knowledge base to assist both end-users with self-service and fellow technicians with problem resolution.

Secondary Functions

Assist senior IT staff with routine server maintenance, system backups, and recovery procedures as required.
Participate in evaluating new technologies, software, and hardware to determine their applicability and potential value to the organization.
Identify recurring issues and suggest potential improvements to systems, processes, or documentation to enhance efficiency and reduce future support requests.
Provide basic, informal training to end-users on new hardware, software features, or security best practices to promote self-sufficiency and proper usage.
Participate in an on-call rotation for after-hours and weekend support to address critical system outages or urgent user issues.

Required Skills & Competencies

Hard Skills (Technical)

Deep proficiency in supporting, troubleshooting, and configuring Windows 10/11 and macOS operating systems in a corporate environment.
Strong working knowledge of Active Directory and/or Azure Active Directory for user, group, and policy management.
Hands-on experience with IT Service Management (ITSM) ticketing systems such as ServiceNow, Jira Service Desk, Zendesk, or similar platforms.
Practical experience with PC and Mac hardware, printers, scanners, VoIP phones, and other peripherals, including diagnosis and repair.
Solid understanding of core networking concepts, including TCP/IP, DNS, DHCP, and VPN client configuration and troubleshooting.
Administrative experience with Microsoft 365/Office 365 suite, including user account management in Exchange Online, SharePoint, and Microsoft Teams.
Familiarity with mobile device management (MDM) platforms (e.g., Intune, Jamf) for provisioning and supporting iOS and Android devices.
Knowledge of endpoint security software, such as antivirus, anti-malware, and disk encryption, and experience with patch management.

Soft Skills

Exceptional customer service orientation and strong interpersonal communication skills, with a proven ability to explain technical concepts to non-technical users.
Robust analytical and problem-solving abilities, coupled with a meticulous attention to detail.
Excellent time management and organizational skills, with the ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
High degree of patience, empathy, and a consistently positive, user-centric mindset.
A strong sense of ownership and the ability to work both independently with minimal supervision and collaboratively as a key member of a team.

Education & Experience

Educational Background

Minimum Education:

Associate's degree or equivalent vocational/technical certification (e.g., Google IT Support Professional, CompTIA).

Preferred Education:

Bachelor's degree in a relevant field of study.

Relevant Fields of Study:

Information Technology
Computer Science
Management Information Systems

Experience Requirements

Typical Experience Range:

1-3 years of direct experience in a help desk, desktop support, or similar technical support role.

Preferred:

Experience supporting a mid-to-large-sized organization with a diverse user base. Industry certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are highly desirable and demonstrate a strong foundational knowledge.