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Key Responsibilities and Required Skills for Information Technology Technician

💰 $ - $

Information TechnologyTechnical SupportDesktop SupportNetwork Support

🎯 Role Definition

An Information Technology Technician provides hands-on technical support, maintenance, and administration of an organization's IT infrastructure. This role is responsible for delivering timely desktop, laptop, mobile, and peripheral support; troubleshooting network, server and application issues; managing user accounts, security and backup processes; and ensuring systems are patched, documented, and compliant with IT policies. The technician is a frontline technical resource for end users and a contributor to projects such as hardware refreshes, virtualization, cloud migrations, and office moves. Keywords: IT Technician responsibilities, desktop support technician, network troubleshooting, Active Directory administration, endpoint management, service desk.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Analyst / Technical Support Specialist
  • Desktop Support Technician / Field Technician
  • Network Support Junior / IT Intern

Advancement To:

  • Senior IT Technician / Systems Administrator
  • Network Administrator / Systems Engineer
  • IT Infrastructure Specialist / Technical Lead

Lateral Moves:

  • Cybersecurity Analyst (entry-level security operations)
  • Cloud Operations / Cloud Support Technician
  • AV / Unified Communications Specialist

Core Responsibilities

Primary Functions

  • Provide first- and second-line technical support for Windows and macOS desktops and laptops, including diagnosis, repair, OS reinstallation, driver updates, and user profile recovery while maintaining a high level of customer service.
  • Troubleshoot and resolve network connectivity issues across wired and wireless LANs/WANs (TCP/IP, DHCP, DNS), diagnose switch and router problems, and escalate to network engineering when necessary.
  • Administer on-premises and cloud identity and access systems (Active Directory, Azure AD), including account creation, group membership, password resets, single sign-on troubleshooting, and enforcing least-privilege access controls.
  • Deploy, image, and configure new workstations and mobile devices using tools such as Microsoft MDT, SCCM/ConfigMgr, Intune, Jamf, or similar device management solutions; maintain standardized images and configuration baselines.
  • Install, configure, and maintain printers, multifunction devices, and other peripherals (USB devices, scanners, barcode readers), including driver management and queue troubleshooting.
  • Monitor system health and availability using endpoint monitoring and alerting tools; respond to alerts for disk capacity, service failures, and security events to minimize downtime.
  • Manage patch management workflows for endpoints and servers, schedule and validate operating system and application updates, and maintain records of patch compliance across the environment.
  • Maintain and troubleshoot VOIP phone systems and soft-client installations, including provisioning, handset replacements, firmware updates, and call quality diagnostics.
  • Perform routine server and SAN/NAS basic maintenance tasks (backups, disk checks, applying updates) and coordinate with server administrators for complex server incidents and maintenance windows.
  • Configure and support VPN access, remote access technologies, and remote desktop solutions (RDP, Citrix, VDI), ensuring secure connectivity and troubleshooting authentication or performance issues.
  • Administer and maintain endpoint protection, anti-virus/EDR solutions, and enforce security policies; assist with vulnerability scanning remediation and work with security teams on incident response basics.
  • Deliver on-site support for office moves, new-hire onboarding, and workstation refresh projects, including cabling, desk setup, asset tagging, and coordinated cutover activities.
  • Maintain accurate IT asset inventory, lifecycle records, warranties, and license information; coordinate procurement, disposal, and recycling of equipment in compliance with company policy.
  • Provide application support for common business tools (Microsoft 365, Exchange, SharePoint, Teams, Slack) including mailbox troubleshooting, permissions, and client configuration.
  • Escalate complex incidents to senior engineers or vendors; manage vendor relationships for hardware replacement, warranty repairs, and enterprise software escalations.
  • Create and maintain technical documentation, runbooks, knowledge base articles, and standard operating procedures to reduce resolution times and improve team onboarding.
  • Assist with backup and disaster recovery processes, perform regular restores to validate backups, and participate in DR tabletop exercises or failover testing.
  • Implement and maintain cable management, labeling, and basic rack/patch panel organization in data closets and office infrastructure areas; support low-voltage troubleshooting and patching.
  • Execute basic scripting and automation (PowerShell, Bash) to streamline repetitive tasks such as account provisioning, log collection, or software deployment.
  • Support compliance and audit activities by producing system inventories, access logs, and change records; implement remediation actions for non-compliant systems.
  • Provide end-user training and documentation for standard IT procedures, remote working best practices, and security awareness topics (phishing identification, password hygiene).
  • Maintain and troubleshoot AV equipment for meeting rooms and conference calls (projectors, displays, microphones, video-conferencing systems), ensuring reliable hybrid meeting experiences.
  • Participate in Agile or ITIL-based processes: ticket triage, incident management, problem management, change requests, and post-incident reviews; meet SLAs for ticket resolution.
  • Assist with virtualization host basic tasks and VM lifecycle operations (VMware/Hyper-V) in coordination with infrastructure engineers when needed.
  • Conduct on-site vendor coordination and physical access support for data center visits, hardware swap-outs, and third-party maintenance windows.

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 project teams with hardware and software inventory planning, timeline estimates, and cutover support during IT projects.
  • Participate in pilot programs for new tools and technologies, collecting feedback and recommendations for broader rollout.
  • Provide after-hours and on-call support coverage on a rotational basis where required by the business.

Required Skills & Competencies

Hard Skills (Technical)

  • Windows Desktop and Server administration (Windows 10/11, Windows Server) and macOS support experience.
  • Active Directory, Azure AD, Group Policy administration and user account lifecycle management.
  • Endpoint Management and imaging tools: Microsoft SCCM/ConfigMgr, Intune, JAMF, MDT, or similar.
  • Networking fundamentals: TCP/IP, DHCP, DNS, VLANs, subnetting, and troubleshooting using ping, traceroute, and network diagnostic tools.
  • VPN, remote access, and VDI technologies (Cisco AnyConnect, OpenVPN, RDP, Citrix, VMware Horizon).
  • Office 365 / Microsoft 365 administration and troubleshooting (Exchange Online, Teams, OneDrive, SharePoint).
  • Experience with ticketing and ITSM platforms: ServiceNow, Jira Service Desk, Zendesk, or similar.
  • Knowledge of endpoint protection and EDR products (CrowdStrike, Microsoft Defender, Symantec, SentinelOne) and basic security hygiene.
  • Mobile device management (Intune, AirWatch, Jamf) and mobile OS troubleshooting (iOS, Android).
  • Basic server and virtualization familiarity (VMware ESXi, vCenter, Hyper-V) and storage concepts (NAS/SAN).
  • Backup and recovery tools and practices (Veeam, Acronis, backup verification procedures).
  • Print server and printer fleet management, including driver deployment and queue management.
  • VOIP/UC systems experience (Cisco/Avaya/Zoom Phone) and troubleshooting call quality issues.
  • PowerShell and/or Bash scripting for automation of routine tasks and diagnostics.
  • Hardware diagnostics and repair for desktops, laptops, mobile devices, and peripherals; familiarity with replacement parts and warranty workflows.
  • Familiarity with compliance frameworks and audit processes (SOC2, HIPAA, PCI) and ability to support evidence collection.

Soft Skills

  • Strong customer-service orientation with professional phone and in-person support skills.
  • Excellent verbal and written communication; ability to translate technical issues for non-technical users.
  • Problem-solving mindset and analytical troubleshooting approach under time pressure.
  • Time management and prioritization of competing incidents and tasks.
  • Team collaboration and ability to work with cross-functional teams (security, networking, applications).
  • Attention to detail for documentation, asset tagging, and change tracking.
  • Adaptability and eagerness to learn new platforms, cloud services, and automation techniques.
  • Patience and training capability for coaching end users and onboarding new staff.
  • Dependability for on-call rotations, scheduled maintenance, and project deadlines.
  • Initiative to propose process improvements, automation opportunities, and cost-saving measures.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; relevant IT certifications or technical coursework.

Preferred Education:

  • Associate or Bachelor's degree in Information Technology, Computer Science, Information Systems, or related discipline.

Relevant Fields of Study:

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

Experience Requirements

Typical Experience Range:

  • 1–5 years of hands-on IT support or technician experience.

Preferred:

  • 3+ years of progressive desktop, network, and systems support experience; demonstrated experience with Active Directory, MDM, patch management, and ticketing systems. Certifications such as CompTIA A+, Network+, Microsoft 365 Certified, or relevant vendor certs (Cisco CCNA, Apple ACSP) are a strong plus.
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