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Key Responsibilities and Required Skills for Information Technician

💰 $45,000 - $85,000

Information TechnologyHelp DeskDesktop SupportNetwork AdministrationSystems Administration

🎯 Role Definition

The Information Technician provides frontline technical support and operational maintenance for an organization's IT infrastructure. This role diagnoses and resolves hardware, software, and network issues; administers user accounts and permissions; implements system updates and security patches; manages IT assets and inventories; and documents troubleshooting steps and configurations. The Information Technician acts as a key liaison between end users, IT management, and vendors to ensure reliable, secure, and available technology services.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Service Desk Associate
  • Desktop Support Specialist
  • Recent graduate with IT certifications (CompTIA A+, Network+)

Advancement To:

  • Senior Information Technician
  • Systems Administrator / Network Administrator
  • IT Infrastructure Engineer
  • IT Manager / IT Operations Lead

Lateral Moves:

  • Cybersecurity Analyst / Security Operations Technician
  • Business Systems Analyst
  • Database / Backup Administrator

Core Responsibilities

Primary Functions

  • Provide responsive first- and second-line technical support to end users for desktop/laptop hardware, mobile devices, printers, and peripherals, resolving incidents promptly to meet established SLAs and documenting all actions in the ticketing system.
  • Troubleshoot and remediate operating system issues across Windows, macOS, and common Linux distributions; perform system imaging, OS upgrades, and restore operations using standard imaging tools and procedures.
  • Administer and maintain user accounts, group policies, and security permissions in Active Directory (or cloud identity platforms), including onboarding, offboarding, role changes, and periodic access reviews.
  • Support Microsoft 365 administration tasks such as Exchange Online mailbox management, Teams troubleshooting, OneDrive synchronization issues, SharePoint access, and license assignments to ensure business continuity.
  • Configure, maintain, and troubleshoot wired and wireless LAN/WAN connectivity including DHCP and DNS issues, VPN connections, remote access solutions, and network switch/router basic configuration.
  • Monitor systems and services using monitoring tools and dashboards; proactively identify potential issues such as storage, CPU, memory, or network bottlenecks and escalate when necessary to minimize downtime.
  • Install, configure, and patch common business applications and endpoint security software (antivirus, endpoint detection and response), ensure up-to-date signatures and coordinate security scans and remediation.
  • Manage backup and recovery processes for workstation and server data, verify backups, and perform file and system restores during outages or data loss incidents in accordance with disaster recovery plans.
  • Maintain and audit IT asset inventory including issuance/return of laptops, desktops, mobile devices, peripherals, and software licenses; coordinate repairs, warranties, and lifecycle replacements with vendors.
  • Support telephony and unified communications systems (VoIP handsets, softphones, conferencing solutions), troubleshoot call quality, and coordinate with telecom providers for escalations.
  • Execute scheduled patch management for desktops, servers, and network devices using enterprise patching tools; test patches in non-production environments and document exceptions and rollbacks.
  • Create and maintain technical documentation, runbooks, standard operating procedures, and knowledge base articles to ensure repeatable troubleshooting and support processes for the team and end users.
  • Participate in incident response activities: triage security incidents, contain affected systems, collect logs, and coordinate with security teams to remediate and document root cause.
  • Perform routine server and workstation maintenance tasks including disk cleanup, performance tuning, driver and firmware updates, and hardware diagnostics to extend asset life and ensure reliability.
  • Assist with configuration and support of virtualization platforms (VMware, Hyper-V) and cloud services (Azure, AWS) by provisioning VMs, applying templates, and tracking resource utilization.
  • Support print services and specialized peripherals (scanners, label printers, barcode readers), including driver deployment, queue management, and network printer provisioning.
  • Apply basic scripting (PowerShell, Bash) to automate repetitive tasks such as user provisioning, log collection, bulk configuration changes, and inventory reporting.
  • Liaise with internal stakeholders and external vendors to coordinate installations, on-site repairs, maintenance windows, and escalations; document outcomes and service-level agreements.
  • Ensure compliance with IT policies, data privacy regulations, and audit requirements by applying configuration standards, completing required documentation, and participating in periodic audits.
  • Provide in-person and remote user training, onboarding sessions, and one-on-one coaching to improve user self-service capabilities and reduce recurring support calls.
  • Maintain physical security and environmental monitoring for server rooms and network closets—cable management, access controls, UPS monitoring, and temperature/humidity checks.
  • Participate in project work: support workstation rollouts, software migrations, network upgrades, and office moves with hands-on implementation and testing under project timelines.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Assist with procurement: prepare technical specifications, evaluate vendor proposals, and participate in equipment acceptance testing.
  • Help maintain and improve the IT knowledge base and training materials for end users and junior technicians to accelerate onboarding and improve first-call resolution rates.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient troubleshooting for Windows Desktop OS and macOS; experience with common Linux commands and package management.
  • Active Directory administration: user/group management, GPO creation and troubleshooting, account provisioning and deprovisioning.
  • Strong knowledge of Microsoft 365 administration including Exchange Online, Teams, SharePoint Online, and license management.
  • Networking fundamentals: TCP/IP, DHCP, DNS, VLANs, basic router/switch configuration, and troubleshooting wireless connectivity.
  • Experience with endpoint management tools such as Microsoft Intune, Group Policy, SCCM/ConfigMgr, JAMF, or other MDM/EMM platforms.
  • Familiarity with ITSM/ticketing platforms like ServiceNow, Jira Service Management, Zendesk, or Freshservice and working with SLA-driven workflows.
  • Backup and recovery tools and concepts (Veeam, Windows Server Backup, cloud restores) and proven experience executing restores.
  • Endpoint security and EDR experience (e.g., CrowdStrike, Carbon Black, Microsoft Defender, Symantec) and applying security updates and mitigations.
  • Basic scripting and automation with PowerShell, Bash, or Python for routine tasks, bulk changes, and reporting.
  • Knowledge of virtualization (VMware, Hyper-V) and cloud fundamentals (Azure, AWS) including VM provisioning and resource management.
  • Familiarity with VoIP systems, softphone configuration, and troubleshooting call quality issues.
  • Hardware diagnostics and repair skills for desktops, laptops, and peripherals; hands-on experience replacing parts and performing firmware upgrades.
  • Experience maintaining IT asset inventory and license management tools; procurement and vendor coordination skills.
  • Understanding of ITIL practices, incident/problem/change management principles, and how they apply in a service delivery model.

Soft Skills

  • Exceptional customer service and communication skills—able to explain technical concepts to non-technical users with patience and clarity.
  • Strong analytical thinking and problem-solving skills, with the ability to diagnose complex issues under time constraints.
  • High attention to detail and accuracy in documentation, configuration, and change tracking.
  • Ability to prioritize workloads, manage multiple concurrent incidents, and escalate appropriately to maintain service levels.
  • Collaborative team player who can work cross-functionally and mentor junior staff; adaptable in fast-changing environments.
  • Professionalism, confidentiality, and sound judgment when handling sensitive data and privileged accounts.
  • Initiative and continuous learning mindset; stays current with emerging technologies, security threats, and best practices.
  • Time-management and organizational skills to manage routine maintenance windows, projects, and on-call responsibilities.
  • Strong customer empathy and de-escalation skills for handling frustrated or stressed end users.
  • Project support capabilities: testing, documentation, and change implementation discipline to deliver technical projects on time.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent with relevant technical certifications (CompTIA A+, Network+, Microsoft Certified Fundamentals).

Preferred Education:

  • Associate degree or Bachelor's degree in Information Technology, Computer Science, Network Engineering, or related technical field.
  • Industry certifications such as Microsoft 365 Certified, CompTIA Security+, Microsoft Modern Desktop Administrator, or ITIL Foundation are strongly preferred.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Engineering
  • Cybersecurity
  • Systems Administration

Experience Requirements

Typical Experience Range:

  • 1–5 years of hands-on experience in IT support, desktop support, or systems administration roles supporting a mid-sized or enterprise environment.

Preferred:

  • 3+ years of experience supporting Windows and macOS endpoints, Active Directory, Microsoft 365, and common networking equipment in a production environment.
  • Demonstrated experience with ticketing systems, patch management, endpoint security tools, and participation in infrastructure projects or migrations.
  • Prior experience in regulated industries or with compliance requirements (HIPAA, PCI, SOX) is a plus.
  • Availability for occasional on-call rotation, off-hours maintenance windows, and ad-hoc site visits as required.
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