Job Specification: The Essential Role of the General Technical Assistant

🎯 Role Definition

The General Technical Assistant is a cornerstone of our technical operations, serving as a versatile, hands-on problem-solver. This role provides crucial support across various technical departments, including IT, engineering, and R&D. You'll be the first point of contact for technical queries, the go-to person for equipment setup and maintenance, and a key player in ensuring our systems and processes run smoothly. This position is a fantastic launchpad for a rewarding technical career, offering broad exposure to different technologies and projects. We're looking for a proactive and detail-oriented individual who is passionate about technology and enjoys helping others succeed.

📈 Career Progression

Typical Career Path

Entry Point From:

Recent Graduate (Technical Associate's/Bachelor's Degree)
Help Desk or IT Support Intern/Apprentice
Customer Service Representative (with a demonstrated technical aptitude)

Advancement To:

IT Support Specialist or Systems Administrator
Junior Network Engineer or DevOps Engineer
Quality Assurance (QA) Tester or Project Coordinator

Lateral Moves:

Data Center Technician
Technical Writer or Documentation Specialist

Core Responsibilities

Primary Functions

As a General Technical Assistant, you will be the engine room of our technical team. Your day-to-day responsibilities are varied and critical to our success.

User & Systems Support:

Provide first-level technical support to end-users by diagnosing and resolving hardware, software, and network issues via ticketing systems, email, and phone, ensuring timely and effective problem resolution.
Skillfully walk employees and stakeholders through detailed problem-solving processes, translating technical concepts into easy-to-understand instructions.
Install, configure, and meticulously maintain computer hardware, operating systems, software applications, networks, printers, and scanners.
Manage user accounts, permissions, and access rights across multiple platforms (like Active Directory and M365) in strict accordance with our security policies.
Image and deploy new workstations, laptops, and mobile devices for new hires and as part of the company's hardware refresh cycle.
Provide comprehensive support for company-issued mobile devices (iOS/Android), including initial setup, application configuration, and troubleshooting connectivity or performance issues.

Infrastructure & Maintenance:

Perform routine system monitoring, verifying the integrity and availability of all hardware, server resources, and key processes to preemptively identify potential issues.
Maintain an accurate and detailed inventory of all IT assets, including hardware, software licenses, and peripherals, using our asset management system.
Assist with the physical installation and maintenance of network infrastructure, including running and terminating ethernet cables, and racking and stacking servers or network equipment.
Perform preventative maintenance, diagnostics, and repairs on technical equipment in labs or workshops to ensure operational readiness and safety.
Calibrate and service electronic or mechanical instruments and equipment according to established manufacturer standards and internal schedules.
Collaborate directly with third-party vendors and service providers to coordinate repairs and service for equipment under warranty or service agreements.

Project & Team Assistance:

Assist senior engineers and technicians with project-based work, including conducting research, assembling prototypes, and executing test plans for new technologies.
Assemble and rigorously test electronic or mechanical components and prototypes, interpreting and working from engineering drawings, schematics, and verbal instructions.
Support data collection, entry, and validation for technical projects, ensuring the accuracy and integrity of the information gathered.
Prepare, update, and maintain clear technical documentation, user guides, and standard operating procedures (SOPs) for internal use.
Assist in the setup, operation, and teardown of audio-visual and computer equipment for important meetings, company-wide presentations, and corporate events.
Generate and analyze basic reports on IT ticket trends, system performance, and inventory status to help identify recurring problems and areas for improvement.
Educate end-users on IT security best practices, company policies, and the effective use of our technology stack to empower them and reduce future support requests.
Respond to automated system alerts, participating in the initial troubleshooting phase to resolve performance or availability issues and escalating when necessary.

Secondary Functions

Assist various departments with ad-hoc reporting and data extraction tasks using established tools to support their specific inquiries.
Provide valuable real-world feedback on recurring technical issues to help inform IT strategy, future technology procurement, and process improvements.
Collaborate with business units and project managers to help translate their practical needs into clear technical requirements for the engineering teams.
Actively participate in sprint planning, daily stand-ups, and other agile ceremonies as part of the broader technical team.

Required Skills & Competencies

Hard Skills (Technical)

Hardware Troubleshooting: Proven ability to diagnose and repair issues with desktops, laptops, printers, and other peripherals.
Operating Systems: Strong proficiency in managing and troubleshooting modern operating systems, primarily Windows 10/11 and macOS.
Productivity Suites: In-depth knowledge of Microsoft 365 (including Teams, SharePoint, and admin centers) and/or Google Workspace.
Basic Networking: Solid understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
User & Account Management: Experience with Active Directory or similar directory services for managing user accounts and group policies.
Ticketing Systems: Hands-on experience using IT Service Management (ITSM) tools like Jira Service Management, ServiceNow, or Zendesk.

Soft Skills

Problem-Solving: A logical and analytical mindset with a talent for breaking down complex problems into manageable steps.
Communication: Excellent verbal and written communication skills, with the ability to explain technical details to a non-technical audience.
Customer Service Orientation: A patient, empathetic, and positive attitude focused on delivering a high-quality support experience.
Adaptability: The ability to thrive in a fast-paced environment, managing changing priorities and learning new technologies on the fly.
Attention to Detail: Meticulous and thorough in all tasks, from documenting a ticket to maintaining an inventory list.
Time Management: Strong organizational skills with the ability to prioritize tasks effectively and manage your workload independently.

Education & Experience

Educational Background

Minimum Education:

Associate's Degree or an equivalent technical certification (e.g., CompTIA A+, Network+).

Preferred Education:

Bachelor's Degree.

Relevant Fields of Study:

Information Technology or Computer Science
Engineering Technology or a related technical field

Experience Requirements

Typical Experience Range:

1-3 years of professional experience in a technical support, IT help desk, or related hands-on technical role.

Preferred:

Prior experience working within a corporate IT environment is highly desirable. Experience in a specific industry relevant to our business (e.g., manufacturing, biotech, software development) is a significant plus.