IT Support Technician
An IT Support Technician is responsible for maintaining the computer systems of the organization, troubleshoots technical issues, and ensures seamless operation of IT-related functions.
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Sample Job Descriptions for IT Support Technician
Below are the some sample job descriptions for the different experience levels, where you can find the summary of the role, required skills, qualifications, and responsibilities.
Junior (0-2 years of experience)
Summary of the Role
An IT Support Technician is responsible for providing technical assistance and support related to computer systems, hardware, and software. The role involves responding to user queries, troubleshooting problems, and ensuring the smooth operation of IT resources within the organization.
Required Skills
- Technical troubleshooting
- Customer service orientation
- Problem-solving skills
- Knowledge of network security practices and anti-virus programs
- Ability to work in a team environment and manage time effectively.
Qualifications
- Associate's degree in computer science, information technology, or a related field, or equivalent technical/vocational certification.
- Understanding of computer systems, mobile devices, and other tech products.
- Familiarity with the Windows and/or Mac OS environments.
- Ability to troubleshoot and resolve basic technical issues.
- Strong communication skills and ability to provide step-by-step technical help.
Responsibilities
- Responding to user inquiries, diagnosing system hardware, software, and operator problems, and providing solutions or guidance.
- Installing, configuring, and updating computer hardware and software as required.
- Monitoring system performance and troubleshooting issues to ensure reliability and functionality.
- Maintaining daily performance of computer systems, and assisting users with any issues related to systems operations.
- Assisting in the maintenance of the organization's IT infrastructure and in the implementation of new IT systems.
- Documenting all IT support activities and reporting recurring issues to management.
Intermediate (2-5 years of experience)
Summary of the Role
As an intermediate IT Support Technician, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software. Your role includes responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
Required Skills
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills, both verbal and written.
- Proficiency in English and the ability to convey technical information to non-technical users.
- Familiarity with remote desktop applications and help desk software.
- Strong problem-solving skills and attention to detail.
- Ability to prioritize tasks based on urgency and importance.
- Time management skills and the ability to work under pressure.
Qualifications
- 2-5 years of experience in IT support or a related field.
- A degree in Computer Science, Information Technology or a related discipline.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional).
- Experience troubleshooting a variety of computer issues.
- Strong knowledge of computer systems, mobile devices, and other tech products.
Responsibilities
- Respond promptly to user inquiries and provide technical support for issues related to computer systems, software, and hardware.
- Document customer interactions, problems, and resolutions for future reference.
- Install, modify, and repair computer hardware and software systems.
- Run diagnostic programs to resolve problems and optimize performance.
- Train users on the proper use of hardware and software.
- Ensure security protocols are followed and maintain the privacy of user data.
- Follow up with users to ensure issues have been resolved satisfactorily.
- Keep up-to-date with advancements in technology to improve support and system management.
Senior (5+ years of experience)
Summary of the Role
The Senior IT Support Technician role involves providing advanced technical support for both hardware and software issues that end users encounter. The individual will be responsible for managing multiple issues at once, applying their extensive knowledge of IT systems to resolve complex problems, and providing guidance to junior IT staff members.
Required Skills
- Strong knowledge of computer systems, networks, and peripheral devices.
- Excellent troubleshooting and problem-solving skills.
- Proficient in multiple operating systems, including Windows, MacOS, and Linux.
- Ability to work independently and manage multiple tasks simultaneously.
- Excellent communication and customer service skills.
- Knowledge of cybersecurity best practices and protocols.
- Experience with ITSM or ticketing systems.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT support roles.
- Relevant certifications (CompTIA A+, Network+, Security+, Microsoft Certified IT Professional, etc.) are highly desirable.
Responsibilities
- Analyze complex technical issues and provide effective solutions.
- Guide and mentor junior IT support staff and team members.
- Manage IT support tickets and ensure timely resolution.
- Document troubleshooting and problem resolution steps for future reference.
- Contribute to the development and implementation of IT policies and procedures.
- Perform regular system maintenance and upgrades.
- Ensure security protocols are strictly followed.
- Engage in continuous education to stay updated on the latest technologies and best practices.
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