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Key Responsibilities and Required Skills for Issue Technician

💰 $ - $

ITTechnical SupportHelp Desk

🎯 Role Definition

The Issue Technician is a frontline technical support professional responsible for receiving, diagnosing, and resolving IT incidents and service requests across hardware, software, network, and user account domains. This role combines rapid problem triage with effective communication, remediation, documentation, and escalation to ensure high availability of end-user systems and adherence to service-level agreements (SLAs). Ideal candidates are customer-focused, technically competent with desktop and mobile platforms, and experienced with ticketing systems and incident management processes.

Keywords: Issue Technician, Incident Resolution, IT Support, Desktop Support, Ticketing Systems, Hardware Troubleshooting, Network Troubleshooting, ServiceNow, SCCM, Active Directory.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Analyst / Level 1 Support
  • Field Support Technician
  • IT Support Intern or Desktop Support Associate

Advancement To:

  • Senior Issue Technician / Tier 2 Support Engineer
  • Systems Administrator / Network Administrator
  • IT Support Specialist / Endpoint Engineer
  • IT Operations Lead or IT Manager

Lateral Moves:

  • Field Service Technician
  • Desktop Support Analyst
  • Application Support Specialist

Core Responsibilities

Primary Functions

  • Receive, triage, and prioritize inbound support requests via phone, email, chat and ticketing systems (ServiceNow, Jira, Zendesk), ensuring accurate categorization, timely updates and adherence to SLA timelines.
  • Diagnose and resolve complex desktop and laptop hardware failures (motherboard, storage, memory, peripherals), including on-site repairs, component replacements, and coordination of warranty claims with vendors.
  • Perform in-depth troubleshooting of Windows and macOS operating systems, including OS installation, image deployment, driver updates, patching, performance tuning and rollback procedures when required.
  • Manage user account lifecycle tasks in Active Directory and Azure AD: create/modify/delete accounts, reset passwords, configure groups and permissions, and maintain account security best practices.
  • Support Microsoft 365 / Office 365 services, including Outlook configuration, Exchange Online mailbox troubleshooting, OneDrive sync issues, Teams connectivity and troubleshooting authentication problems.
  • Implement device provisioning and imaging using SCCM, Microsoft Intune, MDT or similar tools; create golden images, automate deployment tasks and maintain up-to-date images for rapid provisioning.
  • Troubleshoot network connectivity issues at the endpoint level and collaborate with networking teams to resolve layer 2/3 problems (TCP/IP, DNS, DHCP, VPN connectivity, proxy configuration).
  • Perform secure endpoint configuration and remediation: install and manage antivirus/endpoint protection, apply OS and application patches, and ensure devices comply with corporate security policies.
  • Provide remote support using remote control tools (TeamViewer, Remote Desktop, AnyDesk), executing file transfers, configuration changes and guided user actions to resolve issues quickly.
  • Execute data backup and recovery tasks for end users including file-level restores, OneDrive/SharePoint recovery and coordination with backup administrators for restore validation.
  • Manage mobile device support and Mobile Device Management (MDM) tasks for iOS and Android devices: enrollment, policy deployment, remote wipe, troubleshooting push notifications and app management.
  • Conduct root cause analysis for recurring incidents and implement corrective measures and preventative actions to reduce incident velocity and improve mean time to resolution (MTTR).
  • Escalate incidents appropriately to Tier 2 / Tier 3 teams and third-party vendors, providing clear, comprehensive documentation and diagnostics to accelerate resolution and maintain incident continuity.
  • Maintain accurate technical documentation, runbooks and a knowledge base of common issues, resolutions and step-by-step procedures to promote knowledge sharing across the support organization.
  • Assist with hardware and software deployments and rollouts (workstation refreshes, OS migrations, application upgrades), coordinating schedules, communications and post-deployment validation with business stakeholders.
  • Monitor support queues, system alerts and endpoint health dashboards; proactively detect and remediate issues before they escalate into critical outages.
  • Perform asset management tasks: track hardware inventory, tag devices, update configuration management databases (CMDB) and verify warranty and lifecycle status.
  • Provide end-user training and coaching on standard productivity tools, security awareness, password hygiene and best practices to reduce preventable support incidents.
  • Ensure compliance with ITIL-based processes and company policies: follow incident management, change management, access control and audit procedures for all work performed.
  • Participate in on-call rotations and after-hours support as required, responding to critical incidents, performing emergency remediation and documenting all activities in the ticketing system.
  • Collaborate with cross-functional teams (network, security, application owners) on incident response exercises, post-incident reviews and improvements to operational playbooks.
  • Validate software license compliance and assist procurement teams by providing technical input into hardware and software purchases and vendor selection processes.

Secondary Functions

  • Support continuous improvement initiatives by recommending automation, scripting (PowerShell) or tool enhancements to streamline repetitive support tasks.
  • Contribute to the development and upkeep of internal knowledge articles and user-facing guides to empower self-service and reduce ticket volumes.
  • Assist IT project teams during deployment phases, offering technical implementation expertise and providing hands-on support for pilot users.
  • Participate in security and compliance audits by providing device inventories, patch status and remediation evidence as requested.
  • Mentor junior technicians and provide structured feedback during training sessions to help elevate the technical competence of the support team.

Required Skills & Competencies

Hard Skills (Technical)

  • Incident management and ticket routing experience with ServiceNow, Jira, Zendesk or similar ITSM platforms.
  • Strong Windows 10/11 and macOS troubleshooting skills, including OS installation, imaging and driver management.
  • Active Directory and Azure AD administration: user account lifecycle, group policies, and access permissions.
  • Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive) support and configuration.
  • Endpoint management tools: SCCM, Microsoft Intune, Jamf, or other MDM/UEM solutions.
  • Networking fundamentals: TCP/IP, DNS, DHCP, VPN troubleshooting and proxy configuration.
  • Hardware diagnostics and repairs for desktops, laptops and peripherals; familiarity with vendor RMA processes (Dell, HP, Lenovo).
  • Scripting and automation basics, especially PowerShell for Windows administration and task automation.
  • Backup and recovery procedures at the workstation and file-level; familiarity with cloud recovery options (OneDrive/SharePoint).
  • Security essentials: antivirus/EDR tools, patch management, encryption (BitLocker), MFA and secure configuration practices.
  • Remote support tools: Remote Desktop, TeamViewer, AnyDesk, or equivalent.
  • Mobile device support and MDM: iOS and Android troubleshooting, enrollment and policy enforcement.
  • Knowledge of ITIL fundamentals (incident, problem and change management) and experience adhering to SLAs.
  • Asset and configuration management experience, including use of CMDBs and inventory systems.

Soft Skills

  • Exceptional customer service orientation with patience, empathy and the ability to explain technical issues in plain language.
  • Strong written communication for clear ticket updates, documentation and knowledge base article creation.
  • Analytical problem-solving skills and the ability to run methodical diagnostics under pressure.
  • Time management and prioritization skills to handle multiple simultaneous incidents and requests.
  • Team collaboration and escalation judgment — knowing when to involve higher tiers or specialized teams.
  • Adaptability to changing technologies, tools and shifting business priorities.
  • Proactive mindset for identifying systemic issues and suggesting process or tooling improvements.
  • Attention to detail for accurate asset records, ticket notes and compliance documentation.
  • Resilience during on-call rotations and ability to work structured shifts, including occasional off-hours support.
  • Coaching and mentoring aptitude to upskill junior teammates and share tacit knowledge.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; technical certifications and hands-on experience may be accepted in lieu of higher education.

Preferred Education:

  • Associate degree or Bachelor's degree in Information Technology, Computer Science, Network Administration or related technical field.

Relevant Fields of Study:

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

Experience Requirements

Typical Experience Range:

  • 1–5 years of hands-on technical support experience (help desk, desktop support, field service or related role).

Preferred:

  • 3+ years supporting enterprise environments with experience in Active Directory, Microsoft 365, endpoint management (SCCM/Intune), and formal incident management processes. Certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or ITIL Foundation are advantageous.
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