Torchora
Back to Home

Key Responsibilities and Required Skills for User Support Technician

💰 $40,000 - $65,000

IT SupportHelp DeskTechnical SupportDesktop Support

🎯 Role Definition

The User Support Technician (also known as Help Desk Technician or Desktop Support Technician) is the frontline IT professional responsible for delivering timely, accurate technical support to end users across hardware, software, networking, and cloud environments. This role resolves Tier 1 and Tier 2 incidents, manages user provisioning and device lifecycles, documents solutions and processes, and escalates complex issues to engineering teams. The ideal candidate combines hands-on technical skills (Windows, macOS, Office 365, Active Directory, ticketing systems) with exceptional customer service, clear communication, and a continuous improvement mindset.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Intern / IT Support Intern
  • IT Support Assistant / Service Desk Associate
  • Desktop Support Analyst (Junior)

Advancement To:

  • Senior User Support Technician / Senior Desktop Support
  • IT Support Specialist / Systems Administrator
  • Network Technician or Cloud Support Engineer
  • IT Operations Lead / IT Manager

Lateral Moves:

  • Customer Success / Client Support Engineer
  • Field Technician / Onsite Support Specialist
  • IT Project Coordinator

Core Responsibilities

Primary Functions

  • Respond promptly to inbound user support requests (phone, email, chat, and ticketing platform) and resolve Tier 1 and Tier 2 incidents within defined SLAs, ensuring high first-contact resolution and positive customer satisfaction scores.
  • Troubleshoot and resolve hardware issues for desktops, laptops, monitors, docking stations, printers, and peripherals; perform in-person and remote diagnostics, replacement, and repair to return devices to service.
  • Administer user accounts and access in Active Directory and cloud identity providers (Azure AD / Office 365), including account creation, password resets, group membership, permission audits, and deprovisioning.
  • Install, configure, and maintain desktop and mobile operating systems (Windows 10/11, macOS) and ensure standard images, drivers, and critical software are deployed and updated consistently.
  • Support Microsoft 365 (Exchange, OneDrive, Teams, SharePoint) and common productivity suites; troubleshoot mail flow, calendar issues, file sync, and collaboration tool configurations.
  • Manage endpoints and software distribution using tools like Microsoft Intune, SCCM / Configuration Manager, Jamf, or other MDM/EMM platforms to push patches, applications, and security settings.
  • Triage and troubleshoot basic network issues (Wi-Fi, VPN, TCP/IP, DNS), guide users through connectivity steps, and escalate advanced network problems to network engineering with detailed diagnostics.
  • Provide secure remote support using remote access tools (TeamViewer, AnyDesk, Microsoft Remote Desktop) and conduct remote troubleshooting while maintaining security and privacy best practices.
  • Create, update, and maintain clear technical documentation and knowledge base articles for common issues, step-by-step resolutions, and runbooks to increase team efficiency and reduce repeat incidents.
  • Manage IT asset lifecycle processes including receiving, imaging, tagging, inventory management, warranty tracking, and secure disposal in accordance with company policies.
  • Execute workstation build and refresh projects: image devices, install required software, configure user profiles, migrate data, and coordinate deployment schedules with end users and teams.
  • Troubleshoot and support collaboration hardware (VoIP phones, conference room AV equipment, video conferencing systems) and escalate when specialized vendor support is required.
  • Support mobile devices and BYOD programs by enrolling phones/tablets in MDM, applying security policies, and troubleshooting e-mail/mobile app access.
  • Enforce and educate users about security best practices, phishing awareness, multi-factor authentication (MFA), and secure handling of sensitive information to maintain compliance.
  • Assist with backup and recovery procedures for user data, restore files from backups, and coordinate with backup administrators on broader restore needs.
  • Track and report on ticket queues, SLA compliance, first-call resolution metrics, and other help desk KPIs; identify trends and recommend process improvements to reduce incident volume.
  • Participate in incident escalation and on-call rotation as needed, responding to off-hours incidents, major outages, and urgent business-impacting events with timely communication and follow-up.
  • Coordinate with vendors and third-party service providers for warranty repairs, advanced hardware replacement, and specialized technical escalations; manage RMA processes when necessary.
  • Support change management practices by following ticketing approvals, documenting changes, and participating in scheduled maintenance and upgrade windows.
  • Deliver end-user training sessions and one-on-one coaching on standard tools, remote work best practices, and new application rollouts to increase adoption and reduce support demand.
  • Identify opportunities for automation and scripting (PowerShell, basic automation tools) to streamline repetitive tasks such as account provisioning, bulk configuration changes, and routine maintenance.
  • Participate in cross-functional IT projects (migrations, rollouts, security hardening) by providing desktop and end-user perspective, testing, and deployment support.
  • Maintain an up-to-date knowledge of emerging endpoint technologies, OS changes, and common third-party applications used by the organization to proactively advise on support readiness and tooling.
  • Ensure accurate ticket documentation, closure codes, and follow-up with users to confirm resolution and capture feedback for continuous improvement.

Secondary Functions

  • Assist with asset procurement: collect quotes, coordinate procurement requests, and ensure delivery timelines align with project schedules.
  • Support basic system administration tasks such as creating service accounts, scheduled job monitoring, and assisting SysAdmin teams with routine checks.
  • Help maintain and curate the internal knowledge base and onboarding documentation for new hires and contractors.
  • Run periodic endpoint health checks and inventory reconciliation to ensure compliance and update configuration baselines.
  • Contribute to disaster recovery plan exercises for end-user computing and validate recovery steps for common user scenarios.
  • Help coordinate logistics for office moves, equipment setup, and satellite office support including temporary network and endpoint provisioning.
  • Support accessibility accommodations for users by configuring assistive technologies and liaising with HR or accessibility specialists.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient troubleshooting of Windows desktop OS (Windows 10/11) and macOS client systems, including safe-mode diagnostics, driver management, and system recovery.
  • Experience with Active Directory user and group administration, Group Policy basics, and account lifecycle management.
  • Familiarity with Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint) and common troubleshooting steps for cloud-based productivity suites.
  • Hands-on experience with endpoint management and deployment tools such as Microsoft Intune, SCCM/ConfigMgr, Jamf, or equivalent MDM solutions.
  • Practical knowledge of common ticketing and ITSM platforms (ServiceNow, Zendesk, Freshservice, JIRA Service Management) including ticket routing and SLA management.
  • Basic networking knowledge: TCP/IP, DHCP, DNS, VPN configuration and troubleshooting, Wi‑Fi connectivity diagnostics, and VLAN awareness.
  • Remote support tooling experience: TeamViewer, AnyDesk, LogMeIn, Microsoft Remote Desktop, or similar secure remote access solutions.
  • Hardware diagnosis and repair skills covering desktops, laptops, docking stations, printers, scanners, and common peripherals.
  • Familiarity with imaging and deployment procedures and tools (image creation, sysprep, PXE, MDT) and device provisioning workflows.
  • Experience supporting mobile devices (iOS, Android), MDM enrollment, and mobile e-mail/application configuration.
  • Working knowledge of basic security principles: MFA, endpoint protection (antivirus/EDR), patch management, and user-level best practices.
  • Basic scripting and automation skills (PowerShell, bash, or automation tools) to automate repetitive tasks such as user provisioning and reporting.
  • Understanding of backup and recovery principles and the ability to restore user files or escalate appropriately for system-level restores.

Soft Skills

  • Excellent verbal and written communication with a strong customer-service orientation and the ability to explain technical concepts to non-technical users.
  • Strong analytical and problem-solving skills, with a methodical approach to isolating root causes and preventing recurrence.
  • Patience, empathy, and active listening skills when working with frustrated or non-technical end users.
  • Time management, prioritization, and ability to manage multiple concurrent tickets while adhering to SLAs.
  • Teamwork and collaboration skills; comfortable working with cross-functional IT teams and vendors.
  • Adaptability and willingness to learn new technologies quickly in a fast-changing IT environment.
  • Attention to detail in documentation, inventory tracking, and change control processes.
  • Escalation judgment: knowing when to escalate, how to document handoffs, and how to follow up for closure.
  • Initiative and continuous improvement mindset — identifying process gaps and proposing practical solutions.
  • Professionalism and discretion when handling confidential information and sensitive support scenarios.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent (required). Vocational or technical certifications and documented hands-on experience accepted in lieu of formal education for many hiring contexts.

Preferred Education:

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

Relevant Fields of Study:

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

Experience Requirements

Typical Experience Range:

  • 1 to 3 years of hands-on help desk, desktop support, or technical support experience in a corporate environment.

Preferred:

  • 3+ years of experience supporting enterprise endpoints and collaboration tools, including demonstrated experience with Active Directory, Microsoft 365 administration, ticketing systems, and endpoint management (Intune/SCCM/Jamf).
  • Relevant certifications are a plus: CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Apple ACMT, ITIL Foundation, or equivalent vendor certifications.
Explore More Careers