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Key Responsibilities and Required Skills for IT Support Assistant

💰 $40,000 - $60,000

IT SupportHelp DeskTechnical Support

🎯 Role Definition

The IT Support Assistant provides first- and second-line technical support to end users across hardware, software, and network environments. This role resolves incidents, documents solutions, escalates complex issues appropriately, and contributes to a positive end-user experience by delivering timely, professional, and customer-focused IT services. The IT Support Assistant works closely with IT teams to maintain system reliability, improve operational processes, and support onboarding, asset management, and user training initiatives.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Support Intern / IT Help Desk Intern
  • Customer Service Representative with technical aptitude
  • Desktop Support Technician (Junior) or Technical Support Representative

Advancement To:

  • IT Support Specialist / Desktop Support Engineer
  • Systems Administrator (Junior)
  • Network Support Technician

Lateral Moves:

  • Service Desk Analyst
  • Endpoint / Device Management Specialist
  • IT Asset Coordinator

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for inbound technical support requests via phone, email, chat, and ticketing systems, ensuring courteous, clear, and timely communication from initial contact to resolution.
  • Triage, diagnose, and resolve hardware issues for desktops, laptops, monitors, printers, and peripherals using vendor documentation and internal knowledge base procedures.
  • Troubleshoot and resolve common software issues on Windows and macOS platforms including application crashes, installation failures, permission errors, and configuration problems.
  • Manage user account lifecycle tasks in Active Directory and Azure AD such as account creation, password resets, group membership changes, and access provisioning following security and compliance policies.
  • Respond to and resolve basic network connectivity issues for wired and wireless clients, including IP configuration, VPN connectivity, and domain join problems, escalating when necessary.
  • Maintain accurate, timely records of incidents and service requests in the ticketing system (e.g., ServiceNow, Zendesk, Jira Service Management), including troubleshooting steps, root cause, and resolution notes.
  • Provide remote support using remote access tools (e.g., TeamViewer, Remote Desktop, AnyDesk) to diagnose and remediate issues for distributed employees and remote offices.
  • Assist with imaging and provisioning of new workstations and laptops, applying standard OS images, patches, and configuration policies using tools like SCCM, Intune, or JAMF.
  • Execute software installs, upgrades, license tracking, and application configuration tasks while ensuring compatibility and security standards are met.
  • Perform routine system maintenance tasks, including OS updates, driver updates, disk cleanups, and anti-virus scans to ensure user devices remain secure and performant.
  • Support endpoint management policies by enrolling devices, enforcing encryption (BitLocker/FileVault), and ensuring compliance with corporate endpoint protection standards.
  • Conduct onboarding and offboarding workflows for employees: set up new accounts, provision devices, configure email and collaboration tools, and securely remove access and reclaim assets during departures.
  • Assist with printer and print server management, including driver deployment, network printer setup, toner and consumables logging, and troubleshooting of print job failures.
  • Collaborate with senior IT staff to escalate and follow through on incidents that require deeper technical expertise, patch management, or coordination with third-party vendors.
  • Participate in patch and vulnerability remediation activities by testing updates on representative systems and applying approved patches to user devices per change control.
  • Perform basic scripting and automation for repetitive tasks using PowerShell or shell scripts to streamline support workflows and improve response times.
  • Maintain and update IT asset inventory, tagging hardware, tracking warranty information, managing lifecycle statuses, and coordinating returns or repairs with suppliers.
  • Create and update knowledge base articles, FAQs, and how-to guides for common issues to improve self-service capabilities and reduce incident volume.
  • Train end users on best practices for security (e.g., phishing awareness, password hygiene), collaboration tools (Microsoft 365, Google Workspace), and company-specific applications.
  • Support backup and recovery processes for user data, assist with file restoration requests, and educate users on versioning and cloud storage best practices.
  • Assist with meeting room AV setup and troubleshooting including video conferencing platforms (Zoom, Teams), room controllers, microphones, and displays.
  • Monitor service desk metrics and contribute to continuous improvement initiatives by identifying recurring incidents, documenting root causes, and recommending process changes.

Secondary Functions

  • Help coordinate small IT projects such as equipment refreshes, office moves, and meeting room upgrades, including logistics, scheduling, and user communications.
  • Support ad-hoc reporting requests by exporting ticketing and asset data to track SLAs, device inventories, and common incident categories.
  • Contribute to the organization's IT documentation repository and onboarding playbooks to ensure consistent, repeatable support processes.
  • Collaborate with cross-functional teams to translate user requirements into technical solutions for routine internal requests.
  • Participate in on-call rotations or scheduled after-hours support coverage to maintain business continuity during planned events or outages.
  • Assist with vendor communications for warranty claims, hardware repairs, and license renewals to minimize end-user downtime.
  • Participate in training and professional development to stay current with new tools, operating systems, and support best practices.
  • Support accessibility and assistive technology accommodations when requested by users, coordinating with HR or facilities teams where required.

Required Skills & Competencies

Hard Skills (Technical)

  • Proven ability to troubleshoot desktop and laptop hardware issues, including component replacement and diagnostic testing.
  • Strong familiarity with Windows 10/11 and macOS administration, configuration, and troubleshooting.
  • Experience with Active Directory user and group management, account provisioning, and basic group policy tasks.
  • Hands-on experience with common ticketing systems (ServiceNow, Zendesk, Jira Service Management) including ticket triage, SLAs, and reporting.
  • Knowledge of endpoint management and imaging tools such as Microsoft Intune, SCCM/ConfigMgr, or JAMF.
  • Proficiency with remote support tools (Remote Desktop, TeamViewer, AnyDesk) and secure remote access procedures.
  • Basic networking knowledge: TCP/IP, DHCP, DNS, Wi-Fi troubleshooting, VPN setup, and switches/routers at a user-support level.
  • Experience with Microsoft 365 administration and support (Outlook, Teams, OneDrive, SharePoint) and collaboration tooling.
  • Familiarity with anti-virus, endpoint security solutions, and patch management workflows.
  • Basic PowerShell or scripting skills to automate routine support tasks and gather system inventory.
  • Ability to manage and maintain an IT asset inventory, including tagging, warranty tracking, and lifecycle reporting.
  • Experience supporting printing environments, including network printers and print server administration.
  • Knowledge of backup and restore operations for user data, cloud storage solutions (OneDrive, Google Drive), and file recovery procedures.

Soft Skills

  • Excellent customer service orientation with patience, empathy, and a professional demeanor when supporting non-technical end users.
  • Strong verbal and written communication skills for clear incident documentation and user instructions.
  • Effective time management and prioritization skills to handle multiple concurrent support tickets and requests.
  • Analytical problem-solving mindset with the ability to research issues and follow through to resolution.
  • Team player attitude with collaboration skills to work across IT teams and escalate appropriately.
  • Adaptability to learn new technologies quickly and embrace changing environments.
  • Attention to detail in documentation, asset tracking, and follow-up communication.
  • Ability to remain calm under pressure during outages or high-volume support periods.
  • Proactive mindset to identify recurring issues and suggest process or tooling improvements.
  • Discretion and understanding of data privacy and security practices when handling sensitive user information.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; or relevant technical certificate (e.g., CompTIA A+, Microsoft Certified: Fundamentals).

Preferred Education:

  • Associate degree or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
  • Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, or Apple ACMT are a plus.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Information Systems
  • Network Administration
  • Cybersecurity (foundational)

Experience Requirements

Typical Experience Range:

  • 0 to 3 years in IT support, help desk, or desktop support roles. Entry-level candidates with internships or strong technical/customer service experience are considered.

Preferred:

  • 1–3 years of hands-on experience supporting end users in a corporate environment, with exposure to ticketing systems, Active Directory, endpoint management, and common collaboration tools.
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