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Key Responsibilities and Required Skills for IT Support Technician

💰 $40,000 - $65,000

ITSupportTechnical

🎯 Role Definition

The IT Support Technician provides first- and second-line technical support for end users, delivering timely troubleshooting, configuration, and maintenance of desktops, laptops, mobile devices, printers, networking equipment, and collaboration tools. This role balances customer service with technical proficiency across Windows, macOS, Microsoft 365, Active Directory, ticketing systems, and basic networking concepts. The IT Support Technician documents incidents and resolutions, adheres to ITIL-aligned processes, and escalates complex issues to engineering teams while contributing to continuous improvement of support workflows.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Intern or Support Apprentice
  • Desktop Support Technician / Field Support Technician
  • Customer Support Specialist with technical responsibilities

Advancement To:

  • Senior IT Support Technician / Lead Help Desk Analyst
  • Systems Administrator / Infrastructure Engineer
  • Network Engineer / Endpoint Engineer
  • IT Manager / Desktop Services Manager

Lateral Moves:

  • IT Asset Manager / IT Procurement Specialist
  • Cybersecurity Analyst (entry-level SOC)
  • Facilities/AV Support Specialist

Core Responsibilities

Primary Functions

  • Provide courteous, professional first-point-of-contact support via phone, email, ticketing portal, and chat to diagnose and resolve desktop, laptop, mobile device, and peripheral hardware issues for end users across multiple locations.
  • Perform in-depth troubleshooting of Windows 10/11 and macOS environments including OS errors, application failures, driver issues, performance tuning, and system restore/rebuilds to recover end-user productivity.
  • Install, configure, upgrade, and maintain Microsoft 365 apps (Outlook, Teams, OneDrive), manage mailbox and collaboration permissions, and troubleshoot email delivery and synchronization problems.
  • Administer user accounts, group memberships, password resets, and access rights using Active Directory and Azure AD; enforce account security policies and multifactor authentication (MFA) best practices.
  • Use remote-support tools (RDP, TeamViewer, AnyDesk, Microsoft Quick Assist) and VPN technologies to securely support remote and hybrid workforce connectivity issues and desktop remediation.
  • Triage, document, categorize, prioritize, and resolve tickets in ticketing systems such as ServiceNow, Jira Service Desk, or BMC Remedy, meeting SLA targets and updating stakeholders on progress and outcomes.
  • Build, image, and deploy new desktops and laptops using tools like SCCM/Configuration Manager, Microsoft Endpoint Manager (Intune), MDT, or custom imaging workflows; ensure baseline configurations and security hardening are applied.
  • Diagnose and repair hardware faults (motherboards, SSD/HDD, memory, power supplies), replace components, and coordinate warranty RMA processes with OEM vendors and third-party repair centers.
  • Troubleshoot and maintain network basics (TCP/IP, DNS, DHCP), configure wired and wireless connectivity, assist with VLAN and network port issues, and test endpoints for connectivity and throughput.
  • Install, configure, and maintain printer fleets and multifunction devices, resolve driver and queue issues, and manage print server or cloud print configurations.
  • Manage and deploy software installations, patches, and security updates across endpoints using patch management tools; verify compatibility and rollback plans when necessary.
  • Conduct user onboarding and offboarding processes: provision hardware, accounts, email, access to line-of-business applications, licensing, and ensure secure deprovisioning and data removal for exited employees.
  • Maintain accurate IT asset inventory and configuration records, tag and lifecycle-manage equipment, and coordinate procurement and disposal in line with company policies and compliance requirements.
  • Escalate complex incidents to senior engineers or vendors with detailed diagnostics, logs, and step-by-step reproduction instructions; follow up to closure and update ticket records to capture resolution knowledge.
  • Create and maintain technical documentation, runbooks, and knowledge base articles aimed at accelerating ticket resolution and enabling self-service for common issues in the knowledge management system.
  • Perform routine backup validation, restore testing, and coordinate endpoint backups with central backup systems to ensure recoverability of user data and adherence to data-retention policies.
  • Implement and enforce endpoint security controls, including antivirus/EDR deployment, disk encryption (BitLocker/FileVault), patching, and policy enforcement through MDM or endpoint management platforms.
  • Support collaboration and AV systems—conference room setups, video conferencing hardware, speaker/microphone troubleshooting—and provide onsite support for meetings and events.
  • Participate in scheduled maintenance windows, apply approved changes and updates following change management processes, and communicate service impacts and recovery steps to stakeholders.
  • Provide one-on-one user training and coaching on standard productivity tools, security awareness, and remote work best practices to reduce repeat incidents and improve user self-sufficiency.
  • Monitor and report on common incident trends and recurring issues to drive root-cause analysis and permanent fixes, collaborating with infrastructure and application teams for systemic remediation.
  • Assist with basic scripting and automation (PowerShell, bash) to automate repetitive support tasks, simplify deployments, and standardize configurations across multiple endpoints.

Secondary Functions

  • Participate in IT projects such as office relocations, hardware refresh cycles, and cloud migration readiness by providing desktop and end-user perspective, testing, and rollout support.
  • Support audits and compliance initiatives by providing asset and access reports, implementing controls, and ensuring software license compliance.
  • Perform periodic disaster recovery and business continuity tests for end-user services and document failover procedures for desktop and collaboration systems.
  • Assist procurement with vendor evaluation, quoting, and logistics for hardware, warranties, and support contracts; maintain vendor relationships for escalation and parts ordering.
  • Contribute to continuous improvement by identifying process bottlenecks in incident handling and suggesting automation, knowledge articles, or training to reduce ticket volume.
  • Engage in on-call rotations (as required) to provide after-hours support for critical incidents or production outages, following established incident response procedures.
  • Provide guided support to junior technicians and interns, including mentoring on troubleshooting workflows, customer service, and documentation standards.
  • Help design and test secure remote access solutions and remote onboarding flows to optimize support for distributed or hybrid teams.

Required Skills & Competencies

Hard Skills (Technical)

  • Windows 10/11 system administration and troubleshooting to resolve OS-level and application-level issues.
  • macOS support including imaging, troubleshooting, and user profile management.
  • Microsoft 365 / Office 365 administration (Exchange Online, Teams, OneDrive) and support for collaboration tools.
  • Active Directory and Azure AD user and group administration, password resets, and group policy basics.
  • Endpoint management tools: Microsoft Endpoint Manager (Intune), SCCM/Configuration Manager, or similar MDM solutions.
  • Ticketing systems and ITSM platforms such as ServiceNow, Jira Service Desk, BMC Remedy, or Zendesk.
  • Remote support tools and secure VPN technologies to troubleshoot and remediate remote user issues.
  • Networking fundamentals: TCP/IP, DNS, DHCP, basic LAN/WAN troubleshooting, Wi-Fi troubleshooting.
  • Printer and peripheral troubleshooting, driver management, and print server/cloud print experience.
  • Patch management and software deployment tools and processes, and experience applying security updates across endpoints.
  • Basic PowerShell scripting for automation of support tasks, bulk user management, and troubleshooting.
  • Imaging and deployment technologies: MDT, Ghost, SCCM, or modern provisioning via Intune Autopilot.
  • Hardware diagnostics and repair for desktops, laptops, mobile devices, and peripherals.
  • Endpoint security tooling knowledge: antivirus/EDR solutions, BitLocker/FileVault encryption, MFA concepts.
  • Backup and recovery basics for user endpoints and collaboration data (Veeam, native cloud backups, OneDrive retention).
  • Familiarity with Linux command line and troubleshooting basics (useful for mixed environment support).
  • AV and conferencing systems setup and troubleshooting (Zoom Rooms, Microsoft Teams Rooms, Crestron, etc.).
  • Experience with asset management and inventory tools to track equipment lifecycle and licensing.

Soft Skills

  • Empathetic customer service and strong verbal communication skills to explain technical concepts to non-technical users.
  • Clear written communication and documentation skills for tickets, runbooks, and knowledge base articles.
  • Strong problem-solving and analytical mindset with attention to detail in diagnostics and root-cause identification.
  • Prioritization and time-management skills to manage multiple incidents and meet SLAs under pressure.
  • Team collaboration and stakeholder management; ability to work cross-functionally with infrastructure, security, and application teams.
  • Adaptability to new tools, cloud services, and evolving endpoint technologies in a fast-paced support environment.
  • Patience and resilience when working with frustrated users or recurring issues.
  • Continuous learning mindset to keep skills current with emerging OS versions, security standards, and remote-work tooling.
  • Process-oriented approach with adherence to ITIL principles, change management, and ticketing workflows.
  • Coaching and mentoring ability to upskill junior staff and promote knowledge transfer across the team.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED with demonstrated technical aptitude and relevant hands-on experience.

Preferred Education:

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

Relevant Fields of Study:

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

Experience Requirements

Typical Experience Range: 0–3 years (entry-level) up to 3–5 years (mid-level), depending on scope and environment. Many organizations hire technicians with a mix of formal education and practical help-desk experience.

Preferred:

  • 1–3 years of hands-on desktop/help-desk support experience for entry-level roles; 3+ years for intermediate positions.
  • Experience in enterprise or multi-site environments, hybrid remote work support, and familiarity with ITSM workflows.

Certifications that strengthen the candidate profile: CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified, ITIL Foundation, Apple ACMT, and vendor-specific certifications for endpoint/security tools.

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