Key Responsibilities and Required Skills for Technical Technician

🎯 Role Definition

The Technical Technician is a foundational role within the Information Technology department, acting as the primary point of contact for hands-on technical support. This position is responsible for the installation, maintenance, diagnosis, and repair of all company hardware, software, and network infrastructure. The role requires a blend of deep technical expertise, systematic problem-solving, and excellent customer service to ensure all employees can work effectively and securely. The Technical Technician is the face of IT for many end-users, playing a critical part in maintaining system uptime, resolving issues promptly, and supporting the overall technological health of the organization.

📈 Career Progression

Our structure is designed to foster growth. A Technical Technician is a vital, hands-on role with clear paths for advancement and specialization.

Typical Career Path

Entry Point From:

IT Helpdesk Support (Tier 1)
Junior IT Technician or Apprentice
Computer Repair Technician

Advancement To:

Senior Technical Technician / IT Team Lead
Systems Administrator or Network Administrator
Field Service Engineer or IT Project Coordinator

Lateral Moves:

IT Support Specialist (with a focus on software/applications)
Network Technician
Cybersecurity Analyst (with additional training)

Core Responsibilities

Primary Functions

Hardware Installation and Configuration: Responsible for the complete lifecycle of end-user hardware, including unboxing, imaging, configuring, and deploying desktops, laptops, mobile devices, and peripherals according to established company standards.
System Diagnostics and Repair: Perform in-depth diagnostics on malfunctioning hardware and software to identify root causes, executing component-level repairs on computers, printers, and other IT equipment to minimize downtime.
Software Management: Manage the installation, configuration, updates, and removal of approved software applications, ensuring license compliance and compatibility across all workstations.
User Support and Ticketing: Act as a key point of contact for technical assistance, responding to, prioritizing, and resolving user-reported issues submitted through the IT Service Management (ITSM) platform (e.g., ServiceNow, Jira) within defined SLAs.
Network Infrastructure Support: Provide hands-on support for the local area network (LAN) and wireless network (WLAN), including troubleshooting connectivity issues, patching cables, and assisting with the installation of switches and access points.
Active Directory and User Administration: Administer user accounts, groups, and permissions within Microsoft Active Directory and Azure AD, including creating new user profiles, password resets, and managing access rights.
On-Site and Remote Troubleshooting: Deliver expert technical support to both on-site and remote employees, utilizing remote desktop tools and clear communication to resolve issues efficiently regardless of user location.
Mobile Device Management (MDM): Enroll, configure, and support corporate-owned and BYOD mobile devices (iOS/Android) using MDM solutions like Microsoft Intune or Jamf, ensuring they are secure and compliant with company policy.
Audiovisual (AV) System Support: Set up, test, and troubleshoot conference room audiovisual equipment, including projectors, displays, video conferencing units, and integrated sound systems, to ensure seamless meetings.
System Maintenance and Patching: Proactively perform routine maintenance tasks, including deploying security patches, running system updates, and conducting performance checks to ensure the health and security of the IT environment.
IT Asset Inventory Management: Meticulously track and maintain an accurate inventory of all IT assets, including hardware, software licenses, and peripherals, from procurement to disposal.
End-User Training and Guidance: Empower end-users by providing one-on-one training and creating easy-to-understand documentation on how to use hardware, software, and other IT services effectively.
Security Protocol Enforcement: Assist in the implementation and enforcement of IT security policies, including antivirus management, data encryption, and educating users on security best practices to prevent threats.
Vendor Escalation and Coordination: Liaise with third-party hardware and software vendors to escalate and resolve complex technical issues, managing service calls and warranty repairs.
Project-Based Support: Participate actively in IT projects, such as office moves, technology refreshes, system migrations, and new infrastructure rollouts, by handling the physical deployment and setup tasks.
Backup and Recovery Operations: Assist in executing data backup and disaster recovery protocols for endpoint devices and local servers, ensuring data integrity and availability.
Hardware Evaluation: Research, test, and evaluate new hardware and peripheral models to provide recommendations for future technology standards and purchases.
On-call Rotational Support: Participate in an on-call rotation to provide after-hours and weekend support for critical system outages and urgent user requests.
Imaging and Deployment Automation: Build, maintain, and deploy standardized system images for workstations using tools like Microsoft Endpoint Configuration Manager (MECM/SCCM) or other imaging software.
Technical Documentation: Create and maintain detailed technical documentation, knowledge base articles, and standard operating procedures (SOPs) for common technical issues and resolutions.

Secondary Functions

Support the IT procurement process by providing specifications for hardware and software purchases.
Assist in monitoring system performance and network alerts to proactively identify potential issues.
Collaborate with other IT teams (e.g., networking, security, systems) to provide on-the-ground support and feedback.
Contribute to the continuous improvement of IT support processes and user-facing services.

Required Skills & Competencies

Hard Skills (Technical)

Operating Systems Proficiency: Deep expertise in deploying, configuring, and troubleshooting modern operating systems, including Windows 10/11 and macOS.
Hardware Diagnostics: Strong ability to diagnose, troubleshoot, and perform hands-on repairs for desktops, laptops, mobile devices, and common peripherals (printers, scanners).
Network Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, and Wi-Fi networking concepts, with the ability to troubleshoot common connectivity issues.
Active Directory/Azure AD: Experience with user account management, group policies, and general administration within an Active Directory or hybrid Azure AD environment.
ITSM/Ticketing Systems: Proficiency in using IT Service Management platforms like ServiceNow, Jira Service Management, or Zendesk for incident and request management.
Remote Support Tools: Skilled in using remote desktop software (e.g., TeamViewer, Remote Desktop Protocol) to support a distributed workforce.
Mobile Device Management (MDM): Familiarity with MDM platforms such as Microsoft Intune, Jamf, or VMWare Workspace ONE for managing mobile endpoints.
Command-Line Interface (CLI): Comfortable using command-line tools (Command Prompt, PowerShell, Terminal) for troubleshooting and administration tasks.
Software Deployment Tools: Experience with imaging and software deployment technologies like MECM/SCCM, Microsoft Autopilot, or Ghost.
AV and Conferencing Systems: Knowledge of setting up and supporting modern video conferencing hardware and software (e.g., Microsoft Teams Rooms, Zoom Rooms, Poly).

Soft Skills

Problem-Solving: An analytical and methodical approach to identifying problems, evaluating options, and implementing effective solutions.
Communication: The ability to explain complex technical concepts to non-technical users clearly and patiently, both verbally and in writing.
Customer Service Orientation: A dedicated and empathetic approach to helping end-users, with a focus on providing a positive support experience.
Time Management & Prioritization: Excellent organizational skills to manage a high volume of tasks, prioritize competing requests, and meet deadlines.
Adaptability: The capacity to learn new technologies quickly and adapt to changing environments and shifting priorities.
Attention to Detail: A meticulous nature that ensures tasks are completed accurately and thoroughly, especially in areas like documentation and inventory.
Collaboration: A team-oriented mindset with the ability to work effectively with colleagues within the IT department and across the organization.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent, supplemented by relevant technical certifications (e.g., CompTIA A+, Network+).

Preferred Education:

Associate's or Bachelor's degree in a technology-related field.

Relevant Fields of Study:

Information Technology
Computer Science
Management Information Systems

Experience Requirements

Typical Experience Range:

2-5 years of direct experience in an IT support or technical technician role.

Preferred:

Experience providing hands-on and remote support in a corporate environment with 200+ users.
Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Endpoint Administrator Associate are highly desirable.