WHAT DOES AN IT SUPPORT TECHNICIAN DO?

Published: Nov 11, 2025 - The Information Technology (IT) Support Technician provides technical support across multiple facilities, handling the installation, maintenance, and troubleshooting of computer systems, network equipment, and software. This position ensures optimal system performance by performing diagnostics, backups, upgrades, and patch management, while also supporting procurement and vendor coordination. The technician also assists in server and network administration, maintains detailed operational records, and offers flexible availability to support coverage needs, including nights and weekends.

A Review of Professional Skills and Functions for IT Support Technician

1. IT Support Technician Duties

  • Ticket Management: Review, prioritize, take ownership, and resolve IT requests from the ticketing system.
  • Incident Handling: Incidents and requests may be submitted as tickets via phone calls, emails, IMs, or in person.
  • Issue Documentation: Record and clarify details of issues in the ticketing system to capture scope, impact, and components for escalation and knowledge base reference.
  • Technical Troubleshooting: Troubleshoot and resolve hardware and software issues, then log details in the ticketing system.
  • Process Documentation: Create and update documentation for processes and procedures.
  • Remote Support: Remotely connect to users’ computers via remote desktop tools, work with users to troubleshoot and resolve issues.
  • Request Follow-Up: Follow up on open requests and ensure timely resolution.
  • System Maintenance: Maintain endpoint backup software and anti-virus software.
  • AV Support: Support audio and video equipment in conference rooms.
  • Equipment Handling: Move computer and printer equipment.
  • Device Setup: Set up/configure computer equipment for on-board and off-board.
  • Asset Management: Maintain the asset management database to reflect current hardware allocation.

2. IT Support Technician Details

  • Technical Support: Provide technical support to employees.
  • Ticket Resolution: Review and solve tasks via the Jira ticketing system.
  • Problem Resolution: Provide the user with a timely resolution for reported problems.
  • Ticket Follow-Up: Follow up on open tickets and escalate to the appropriate solver groups.
  • Status Communication: Provide the end user with status updates if the resolution takes an extended time.
  • Team Collaboration: Involve colleagues to expedite the resolution of an issue.
  • Employee Management: On and offboarding of employees, external consultants, and interns.
  • OS Installation: Install Windows, Linux, and macOS operating systems.
  • System Troubleshooting: Troubleshooting of software failures, meeting room equipment, and wireless networking.

3. IT Support Technician Responsibilities

  • System Inspection: Inspects electronic systems, assemblies, subassemblies, components, and parts for conformance to specifications.
  • System Maintenance: Performs the installation, repair, and preventative maintenance of personal computers and related systems.
  • Software Assistance: Assists in determining suitable software to meet user requirements.
  • Supply Management: Manage required supplies for printers.
  • Software Installation: Install the software, patches, and updates on desktops, laptops, and personal devices.
  • Asset Tracking: Keep accurate tracking of all assets supported by Deskside.
  • Asset Management: Maintains PC assets in both a physical and logical manner and maintains their accurate tracking.
  • User Support: Provide 1st line technical support for end-users' computers, hardware and software, printers, and network connectivity.
  • Issue Troubleshooting: Troubleshoots software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) end-users' computers.
  • Network Assistance: Assist the Network Administrator/Analyst in troubleshooting end-users' network-related issues.
  • Vendor Coordination: Interacts with vendors to facilitate repairs of hardware, i.e., printers, laptops, and desktops.
  • Image Deployment: Performs image builds for use on all desktops and laptops.

4. IT Support Technician Job Summary

  • Device Setup: Set up laptops and mobile devices.
  • System Configuration: Install and configure software and computer systems.
  • Issue Resolution: Troubleshoot and resolve issues with software or hardware.
  • Account Management: Establish accounts for new users and assist with password or login problems.
  • User Support: Provide end users with first-level support and training.
  • Ticket Monitoring: Monitor requests on the ticketing system (Jira) and resolve promptly.
  • Technical Documentation: Maintain procedures and reports that provide technical support to the entire organization.
  • Equipment Maintenance: Maintain all office IT equipment (computers, printers, scanners, and mobile devices, both Android and Mac).
  • AV Maintenance: Keep meeting room equipment (PC, TV, camera, microphone, and other equipment) functional at all times.

5. IT Support Technician Accountabilities

  • User Support: Provision of technical support to on-site and off-site users.
  • Application Support: Provision of technical support on standard office automation tools, e.g., Microsoft Office software and any other application.
  • User Provisioning: Perform user provisioning (create, modify, and deactivate) for all systems hosted.
  • Inventory Management: Maintenance and stock keeping of consumables.
  • Asset Tracking: Keeping track of the location of each IT Asset (Laptops, PCs, Monitors, and any other peripherals).
  • Asset Notification: Notify the IT Asset Manager of any change.
  • Storage Management: Keep all spare IT items in the allocated IT storage room.
  • Item Reception: Assist in the new IT items reception process.
  • Equipment Relocation: Support in connection with moves of computer equipment in cases where staff move offices or during refurbishment programmes.
  • Ticket Reporting: Keep clear records and produce statistics of tickets logged, technicians’ activities, and performance against SLAs.
  • Ticket Routing: Triaging and routing tickets with business enquiries that are dispatched to the business.

6. IT Support Technician Functions

  • Software Maintenance: Assist in the installation and maintenance of software used throughout the Company.
  • Phone Installation: Install new phones and program extensions.
  • Security Management: Install, maintain, and manage the security system.
  • Technology Installation: Install new and repaired computer technology.
  • System Repair: Repair all computer systems and related electronic equipment.
  • Hardware Replacement: Replace hardware, such as disk drives, printers, cables, scanners, etc.
  • Preventive Maintenance: Perform warranty service, preventative maintenance, and cleaning on all computer equipment.
  • Team Collaboration: Maintain a close partnership with departmental teams to ensure computer needs are satisfied in a timely fashion.

7. IT Support Technician Job Description

  • Request Management: Address all incoming IT requests and escalate to appropriate team members.
  • Remote Support: Support hardware needs of remote staff (pickup/delivery equipment).
  • Laptop Deployment: Deploy new laptops (reinstall OS, and deploy user profiles).
  • Device Support: Basic laptop support (troubleshoot/repair/replace).
  • Account Management: Manage user accounts across all applications.
  • Permission Management: Maintain/cleanup Google Drive permissions.
  • Access Auditing: Audit file/folder shares on a regular basis.
  • Network Troubleshooting: Troubleshoot basic network problems.
  • Documentation Management: Manage/maintain updated IT documentation.
  • Equipment Maintenance: Manage printers and meeting room equipment.
  • Asset Management: Maintain an accurate inventory of all IT equipment and assets.

8. IT Support Technician Overview

  • User Support: Support computer users for multiple facilities around the country.
  • System Maintenance: Perform installations, updates, and maintenance of new and existing systems.
  • Issue Troubleshooting: Perform diagnoses and troubleshoot problems with multiple systems and/or services to maintain proper functioning, resolving issues, including contacting and assisting vendors.
  • Record Management: Prepare and maintain required reports, records, logs, and files for operational, administrative, and compliance purposes.
  • Department Coverage: Provide coverage for relief and absences within the department.
  • Work Flexibility: Demonstrate flexibility to work evenings, nights, weekends, and holidays to maintain departmental coverage.
  • System Evaluation: Evaluate, analyze, and modify system performance.
  • Procurement Support: Research, analyze, and provide hardware/software quotations, ordering information, and other purchasing information to users to assist in purchasing necessary equipment.
  • Server Administration: Assist with the administration of servers, desktops, printers, routers, switches, firewalls, backup solutions, web filters, smartphones, VoIP, software deployment, email, security updates, and patches.

9. IT Support Technician Details and Accountabilities

  • Network Specification: Assist with establishing network specifications by conferring with users.
  • Workflow Analysis: Analyze workflow, access, information, and security requirements.
  • Network Design: Design router and switch administration, including interface configuration and routing protocols.
  • Performance Monitoring: Assist with maintaining network performance by performing network monitoring and analysis, and performance tuning.
  • Network Troubleshooting: Troubleshoot network problems, escalating problems to the vendor.
  • Server Installation: Assist with the installation of new/rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc., in accordance with standards and project/operational requirements.
  • Backup Management: Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off-site.
  • System Upgrades: Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.
  • Performance Reporting: Perform periodic performance reporting to support capacity planning.
  • System Optimization: Perform ongoing performance tuning, hardware upgrades, and resource optimization.

10. IT Support Technician Tasks

  • End-User Support: Providing Level 1/Level 2 end-user support to employees in the Montreal office.
  • Device Configuration: Building, configuring, and upgrading workstations, laptops, and mobile devices.
  • System Maintenance: Troubleshooting, maintenance, and upgrades of desktop managed servers.
  • Desk Management: Executing user desk moves, adds, and changes.
  • User Provisioning: User provisioning (user accounts, mobile devices, VPN, directory permissions).
  • AV Support: Providing support with conference room technologies.
  • Telecom Support: Providing support with telecommunications technologies.
  • Automation Solutions: Seeing the big picture and solving IT infrastructure problems through automation and scripting.
  • Hardware Evaluation: Evaluating and recommending hardware/software solutions.

11. IT Support Technician Roles

  • Technical Assistance: Respond to requests for technical assistance in person, via phone, or electronically through the Ticket System.
  • Issue Resolution: Diagnose and resolve technical issues (hardware, software, user access, etc.).
  • System Installation: Perform hardware and software installations.
  • Information Research: Research questions using available information resources.
  • User Guidance: Advise users on appropriate actions.
  • Help Desk Procedures: Follow standard help desk procedures and phone etiquette.
  • Interaction Logging: Log all help desk interactions.
  • Ticket Management: Update the Ticket System at all times.
  • Issue Routing: Redirect problems to appropriate resources.
  • Urgent Escalation: Identify and escalate situations requiring urgent attention.

12. IT Support Technician Additional Details

  • Problem Diagnosis: Apply diagnostic techniques to identify problems, investigate root causes, and recommend appropriate solutions.
  • System Updates: Stay current with system information, changes, and updates based on current equipment and software needs.
  • Hardware Installation: Install, configure, deliver, tag, and remove computer hardware, software, and peripherals.
  • Device Troubleshooting: Troubleshoot computers, printers, scanners, phones, smartphones, and other peripheral devices over the phone and in person.
  • Repair Coordination: Maintain documentation and coordinate timely repairs and upgrades.
  • Communication Support: Assure good communication and coordination exists between True Health and its agencies, vendors, and the general public, and provide assistance and support.
  • Policy Compliance: Assure IT functions are followed in accordance with established standards, policies, and procedures.
  • Technology Awareness: Maintain current knowledge of relevant technologies.
  • Issue Ownership: Assume ownership of user issues and strive to provide excellent services to all staff.

13. IT Support Technician Essential Functions

  • Remote Support: Provide remote technical assistance for computer systems, software, and hardware.
  • Help Desk Response: Respond to help desk requests promptly and professionally.
  • Hardware Troubleshooting: Provide basic hardware troubleshooting to corporate staff.
  • Technical Documentation: Write technical documentation and knowledge base articles.
  • Account Management: Process any adds, removes, or changes to staff accounts on the various company systems.
  • Policy Enforcement: Deploy and maintain policies and security standards on all company-issued computer hardware and software.
  • System Monitoring: Utilize remote monitoring and management software to efficiently troubleshoot and maintain software and hardware deployed throughout the company.
  • Ticket Escalation: Escalate or direct help desk requests to the appropriate teams or departments.
  • Incident Logging: Record events and problems, and their resolution in ticket logs.
  • Information Support: Provide accurate information on IT products, systems, or services.
  • Process Improvement: Identify and suggest possible improvements in procedures.

14. IT Support Technician Role Purpose

  • Technical Support: Respond to inbound technical calls and helpdesk tickets from customers in an efficient, courteous, and knowledgeable manner.
  • Issue Escalation: Ensure that all calls taken have been resolved, ensure escalation has been done, and the associate has been contacted.
  • Service Improvement: Proactively determine ways to improve support/service and reduce the number of inbound calls.
  • Communication Management: Maintain an open line of communication regarding events, outstanding issues, and client follow-up.
  • Software Installation: Assist with the installation and/or upgrade of software and hardware.
  • Problem Resolution: Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution.
  • System Knowledge: Acquire and maintain a working knowledge of a wide range of applications and systems.
  • Workstation Rebuild: Rebuild workstations to resolve support issues.
  • Documentation Maintenance: Maintain documentation for the calls received and job function responsibilities.
  • Account Administration: Administer Microsoft Active Directory and Exchange User Accounts.

15. IT Support Technician General Responsibilities

  • Infrastructure Support: Configure and support the company’s physical computer infrastructure.
  • Procurement Oversight: Oversight of computer purchase, PO process, and inventory management.
  • System Compliance: Ensure computer builds conform to industry standards and adhere to company policies.
  • Hardware Support: Provide day-to-day support of all computer hardware and respective software applications used by company personnel and their customers.
  • Process Documentation: Help define and document internal standards, configuration, and recovery processes for computers and associated operating and application software.
  • Service Management: Ensure timely and accurate service levels are maintained at all times.
  • Task Management: Sustain a high rate of effort while working on multiple initiatives simultaneously.
  • System Monitoring: Monitor, identify, assess, and tune application software and hardware infrastructure.
  • Root Cause Analysis: Assess the root cause of logical and/or physical software/hardware issues and ensure appropriate mechanisms are in place to resolve complex problems.
  • Peripheral Support: Support and troubleshoot printer, scanner, and copier issues with remote customers.

16. IT Support Technician Key Accountabilities

  • Server Deployment: Deploy the server via VMware and network configuration.
  • Server Configuration: Set up initial configurations for deployed servers.
  • Server Administration: Administration of Linux and Windows servers.
  • Software Installation: Install, configure, and upgrade PC software and operating systems.
  • Equipment Procurement: Purchase IT equipment via dedicated vendors.
  • Asset Management: Inventory and maintain IT equipment (laptops, printers, monitors, etc.).
  • Email Administration: Create and maintain emails and mailboxes in the SMTP server.
  • Imaging Management: Configure and maintain imaging solutions for new and/or repaired systems.
  • User Support: Be the first contact for all users across North America.
  • Onboarding Support: Point of contact for onboarding new hires.
  • Technical Support: Provide day-to-day technical support.
  • Issue Troubleshooting: Troubleshoot software, hardware, and network issues.
  • User Training: Train end-users how to set up and use new technologies.
  • Remote Assistance: Provide remote help to take control of end-users' computers.
  • Process Review: Review the IT laptop’s process deployment and configuration.
  • Security Coordination: Schedule with the end user’s IT security review.
  • Liaison Management: Act as a liaison between Planisware and building management.

17. IT Support Technician Roles and Details

  • Infrastructure Support: Provide adept support of an IT infrastructure that includes Windows desktops, LAN, MS server environment, phone systems, clinical systems, and other related technology by the business, and in compliance with established IT standards and protocols.
  • User Troubleshooting: Consult with end-users for troubleshooting technical issues with software and hardware, networks, phone systems, and clinical systems.
  • Technical Support: Provide technical support for both Windows OS and other Microsoft-based applications.
  • Software Support: Provide software support for locally hosted applications, as well as key systems such as electronic health records.
  • System Testing: Test and document hardware and software, including the operating systems and EHR (Cerner).
  • Vendor Coordination: Work with technical vendors in support of the facility.
  • Centralized IT Collaboration: Work in partnership with centralized IT in support of the facility.
  • Technical Liaison: Serve as a technical liaison for the facility with outside parties.
  • Project Coordination: Provide project coordination for the facilities' IT projects.
  • System Diagnosis: Provide testing and diagnosis of hardware and software for decisions on existing processes, and future designs of network infrastructure, computer hardware and software, and diagnostic tools to be used in the facility.
  • Documentation Support: Assist with supporting documentation on implemented systems.

18. IT Support Technician Responsibilities and Key Tasks

  • Technical Response: Responds to technical assistance in person or via phone or email as quickly as possible, at most within 1 business day.
  • User Support: Provides Tier 1 and 2 technical support to all users, providing timely response and resolution to tickets.
  • Issue Escalation: Identifies and escalates issues requiring urgent attention.
  • Computer Setup: Manages new computer setup by ensuring that new computers deployed to users meet company standards with all needed software installed and security enabled.
  • Inventory Management: Tracks computer inventory using a records system to ensure the computers are with the assigned users or in assigned locations and are replaced appropriately on the computer rotation plan.
  • Device Redeployment: Ensures that computers returned to the IT department by departing staff are cleaned, updated, and prepared for redeployment.
  • Account Provisioning: Creates network user accounts, email accounts, and sets access permissions in critical applications for new personnel before their start date.
  • Onboarding Coordination: Coordinates with HR on equipment handoff during onboarding and documents the handoff in the IT records.

19. IT Support Technician Duties and Roles

  • System Setup: Set up complete computer systems for employees, from imaging to the employee desk.
  • User Communication: Provide the end user with status updates and issue resolution.
  • Desktop Deployment: Image and deploy desktops.
  • Printer Management: Perform remote management of printer queues.
  • Hardware Support: Handle hardware deployment and troubleshooting.
  • Network Troubleshooting: Conduct on-site desktop and network troubleshooting.
  • Team Collaboration: Work with senior staff members to resolve complex issues.
  • Terminal Services: Maintain understanding of Microsoft Terminal Services Client.
  • Directory Management: Maintain a basic understanding of Active Directory.
  • Browser Troubleshooting: Troubleshoot issues with Internet browser functionality.
  • Issue Resolution: Troubleshoot hardware and software issues.
  • Remote Administration: Perform remote management of end-user computers and servers.
  • On-Call Support: Participate in a night and weekend on-call rotation.

20. IT Support Technician Tasks

  • IT Support: Provide first-line IT support and escalation to team members, as well as assist users with queries.
  • Ticket Management: Manage the IT ticketing system and ensure all queries are dealt with promptly.
  • System Administration: Perform administration of IT systems, hardware, and processes.
  • Vendor Liaison: Liaise with suppliers and clients regarding IT issues.
  • Issue Reporting: Liaise with the Line Manager regarding changes and outstanding issues.
  • System Testing: Continually test and make recommendations to IT systems.
  • Process Improvement: Work closely with team members regarding improvements to systems and processes.
  • Equipment Testing: Conduct testing of new equipment and products.

21. IT Support Technician Duties

  • Issue Research: Research and identify solutions to software and hardware issues.
  • Technical Troubleshooting: Diagnose and troubleshoot technical issues, including account setup and network configuration.
  • Issue Tracking: Track computer system issues through to resolution, within agreed time limits.
  • User Guidance: Talk users through a series of actions, either via phone, email, chat, or in person, until they have solved a technical issue.
  • Issue Escalation: Properly escalate unresolved issues to the appropriate internal teams.
  • User Communication: Provide prompt and accurate feedback to users.
  • Knowledge Reference: Refer to internal documentation or external resources to provide accurate tech solutions.
  • Issue Management: Prioritize and manage several open issues at one time.
  • Follow-Up Support: Follow up with users to ensure their systems are fully functional after troubleshooting.
  • Knowledge Documentation: Document technical knowledge in the form of notes and manuals.
  • User Inquiry: Inquire from end users on system productivity and efficiency.
  • IT Operations: Assist with day-to-day IT operations, including administrative procedures, asset management, and inventory controls.
  • Technology Research: Research new technology, staying current on technical literature and industry standards.

22. IT Support Technician Responsibilities

  • System Implementation: Assist in the installation, implementation, and upgrades of internal systems and software.
  • Usage Tracking: Maintain a tracking system for usage evaluation.
  • Equipment Maintenance: Maintain all IT end-user equipment, hardware, software, and supplies.
  • System Monitoring: Troubleshoot, maintain, and monitor internal hardware, software, printers, plotters, and scanners.
  • Remote Support: Provide support to remote workers and vendors.
  • Independent Operations: Carry out tasks independently in non-standardized (ever-changing) work situations.
  • Advanced Support: Provide third-line support entailing in-depth knowledge of IT services and the maintenance of these services.
  • Project Participation: Participate in IT projects and own projects related to the technologies supported by IT Operations/Support.

23. IT Support Technician Job Summary

  • Technical Support: Report to the TSS Supervisor and provide technical support for the user base and warehouses, based at the site in Paris.
  • Customer Service: Deliver 1st-class customer service, focusing on customer satisfaction, managing expectations, and providing regular updates on tickets.
  • Team Collaboration: Liaise closely with other technology and business teams within Ocado to achieve desired outcomes and act as a point of contact for IT queries, handling or escalating.
  • Warehouse Support: Support the operational warehouse, which may include activities such as working at height.
  • Task Management: Keep up to date with daily tasks, using a ticket logging system and other tools as part of a structured support model to manage workload.
  • Project Involvement: Participate in technical projects and tasks, working closely with the TSS Services Specialists within the team.
  • Site Support: Provide technical services and support for the designated site.
  • Device Management: Ensure the smooth operation of technology devices within the warehouse, such as pick stations, scanners, computing devices, CCTV, WAP, and more.
  • Service Excellence: Deliver 1st class customer service.

24. IT Support Technician Functions

  • On-Site Support: Provide on-site support for desktop management, asset management, and physical support for other IT equipment, including servers, switches, printers, cabling, etc.
  • System Maintenance: Handle software distribution and packaging, monitoring and infrastructure services, desktop and server patching, storage services, backup, restore, and archiving.
  • Physical Services: Be responsible for fulfilling services that require physical onsite presence and proactively work with remote support teams.
  • Workload Management: Drive the workload and priorities of the IT Support Technician, ensuring service requests are actioned and agreed service levels are met.
  • Project Coordination: Act as a local project coordinator for hardware/software updates and rollouts, regional infrastructure consolidation activities, and other technical projects.
  • Incident Resolution: Provide on-site support to APMM Business Units for incidents assigned to the IT Support Technicians team or those that cannot be resolved remotely.
  • Equipment Support: Perform install/move/add/change/decommission support for IT equipment (PCs, laptops, printers, servers).
  • Facilities Support: Provide support and advice for Facilities Management/Office Services regarding office move planning.
  • Asset Management: Support hardware and software asset management, tracking, and auditing for devices not connected to the network, in accordance with global processes.
  • On-Call Support: Provide on-call support for critical incidents outside normal business hours and during emergencies as part of Business Continuity Plan requirements.
  • Process Compliance: Ensure that Maersk IT standard processes are followed for all provided services.
  • Customer Service: Provide a best-in-class service to business customers.
  • VIP Support: Deliver VIP support to selective customers as per SLA and agreement.
  • Procurement Support: Procure requested hardware according to purchasing procedures.
  • Application Support: Support general OS, MS Office, and other applications, including resolving problems or reported service incidents.
  • Regional Coordination: Act as local project coordinator for hardware/software upgrades, regional consolidation activities, and other agreed technical projects.

25. IT Support Technician Overview

  • User Support: Provide 1st line support for users within the business.
  • Cabling Management: Implement structured cabling and wire management.
  • Operating Systems: Work with Microsoft and Mac OS.
  • Technical Assistance: Support users with any technical requirements, both internally and remotely.
  • Workstation Management: Perform workstation maintenance and configuration.
  • Application Support: Provide application support for Mac OS and Windows, including Office, Adobe, G Suite Apps, and VPN Clients.
  • Printer Maintenance: Handle printer installation and maintenance.
  • Communication Systems: Manage communications systems, such as the phone system and mobile phones.
  • User Training: Support the implementation of user training programs.
  • Hardware Installation: Install and configure computer hardware, operating systems, and applications.

26. IT Support Technician Tasks

  • System Maintenance: Monitor and maintain computer systems and networks.
  • Application Support: Assist with the implementation of new applications.
  • User Account Management: Set up new users' accounts and profiles and deal with password issues.
  • Onboarding Facilitation: Facilitate new user onboarding and orientation.
  • Computer Provisioning: Provision, imaging/re-imaging of computers.
  • Case Management: Prioritise and manage many open cases at one time, and personal time management.
  • Compliance Assurance: Ensure compliance with health and safety legislation.
  • Equipment Safety: Check computer equipment for electrical safety.
  • License Management: Maintain records of software licences.
  • Inventory Control: Manage stocks of equipment, consumables, and other supplies.
  • Technology Advancement: Keep Vice at the forefront of technology and be a source of information for the business.

27. IT Support Technician Essential Functions

  • IT Equipment Support: Installation, maintenance, and support of IT equipment, including laptops, desktops, printers, scanners, thin clients, telecoms equipment, and workstations to the required specification.
  • Imaging Management: Management of imaging of workstations, laptops, tablets, handheld scanners, etc.
  • Change Management: Carry out and support the execution of change management requests.
  • Asset and Inventory Management: Management of Asset and Inventory databases, performing regular checks/audits in line with global standards, and ensuring sufficient IT spares are available to meet business needs.
  • Asset Process Support: Carry out and support asset management processes, including Return Merchandise Authorization (RMA) processes with suppliers.
  • Quality Compliance: Ensure that work is carried out to a high standard and complies with all Amazon policies and guidelines whilst delivering outstanding levels of service to the Customer base.
  • Infrastructure Maintenance: Maximize the availability of all IT equipment and infrastructure through continuous improvement and proactive, preventative maintenance.
  • Efficiency Improvement: Continuously look to improve equipment efficiencies and cost reductions accordingly.
  • Vendor Liaison: Liaise with contractors or external suppliers and clearly communicate technical issues and Amazon standards.
  • Technical Support: Provide technical support/input to site and team projects and initiatives.
  • Equipment Testing: Conduct end-user equipment trials and testing.
  • Audit Management: Manage shift/daily Infrastructure and Distribution Frame (MDF/IDF) audits and checks, including the production of shift/daily reports.
  • Physical Labour: Undertake physical labour in accordance with health and safety standards.
  • Workplace Maintenance: Help maintain a clean working environment.

28. IT Support Technician General Responsibilities

  • Customer Support: Deliver the highest level of customer service in a distributed environment with a focus on helping people resolve issues as the first point of contact.
  • Ticket Management: Update, maintain, and dispatch tickets routed to the ticketing system.
  • Employee Onboarding: Onboard new employees, from setting up accounts, equipment procurement, and equipment hand-off.
  • Equipment Maintenance: Installation, configuration, and maintenance of laptops, network devices, printers, VoIP phone systems, and other office equipment.
  • Inventory Tracking: Track hardware and software inventory.
  • Process Improvement: Continuous review of business and IT processes, technologies, and deployments, and make recommendations for improvements.
  • User Training: Document and train users on IT systems and standard methodologies.
  • Vendor Coordination: Coordinate with external vendors to service or repair equipment.
  • Patch Management: Patch management on corporate infrastructure.

29. IT Support Technician Roles and Details

  • Technical Support: Provide basic technical support to Amazon Corporate employees worldwide.
  • Inquiry Management: Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system, all in a timely manner, in accordance with organizational standards.
  • Troubleshooting: Diagnose and troubleshoot end-user computing problems, including analyzing the problem, identifying the appropriate resources, testing proposed fixes, and following up to ensure the problem has been resolved.
  • Call Documentation: Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
  • Customer Communication: Inform the customer of needed repairs and answer basic questions.
  • Customer Satisfaction: Ensure that the customer understands and is satisfied with the work completed.
  • Procedure Compliance: Follow all standard operating procedures (SOPs) through the effective use of knowledge management.
  • Policy Knowledge: Acquire and maintain current knowledge of relevant policies to provide technically accurate solutions to users.
  • Incident Escalation: Assist with activities to triage and escalate any system or network outage to reduce downtime.
  • Remote Assistance: Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
  • Schedule Adherence: Adherence to shift schedules and timeliness are key requirements.

30. IT Support Technician Duties and Roles

  • Product Assembly: Conduct and document the assembly of the iboss product to support the global customer base.
  • Diagnostics and Repair: Perform repairs through testing and conducting diagnostics.
  • Issue Documentation: Provide detailed descriptions of problems, errors, and issues encountered.
  • Compliance Support: Support validation and compliance documentation, engineering changes, and product specifications.
  • Product Testing: Perform tests and analyze results to determine if the product meets defined expectations.
  • Technical Support: Provide technical support in resolving device failures or performance issues.
  • Lab Maintenance: Maintain test equipment in a clean and orderly lab environment.
  • Equipment Maintenance: Assist with basic maintenance and repair of common laboratory equipment.

31. IT Support Technician Details

  • Hardware and Software Support: Computer hardware and software support.
  • Asset Management: Maintain computer hardware asset inventory.
  • System Setup: System setups, breakdowns, and office moves.
  • Mobile Support: Mobile devices support with a focus on enterprise email delivery.
  • Telecom Support: Telephone and voicemail systems support.
  • Request Tracking: Track user support requests and system failures.
  • Issue Escalation: Escalate more complex issues to advanced support service teams, follow up, and communicate with the end user.
  • Problem Identification: Proactively interact with the Helpdesk and local users to identify unreported or repetitive problems.
  • Routine Maintenance: Perform preventative and routine maintenance.
  • Supply Procurement: Procure miscellaneous technology supplies.
  • Vendor Coordination: Coordinate with IT vendors.
  • Department Coordination: Coordinate with other departments.
  • Project Implementation: Work with core IT teams on the implementation and support of technology rollouts and projects.
  • Training Recommendations: Recognize and make recommendations for training where opportunities exist to address common support issues.

32. IT Support Technician Job Summary

  • Problem Resolution: Determine problem definition, research, and resolution of situations of Levels 1 and 2 complexities.
  • Incident Coordination: Coordinate complex and critical problem-handling processes for the information technology department.
  • Request Management: Be responsible for managing and updating pending users’ requests using the help-desk tracking system.
  • Issue Escalation: Escalate issues based on complexity and priority.
  • Account Administration: Perform administrative tasks involved with creation, deletion, and changes in users’ network accounts.
  • Service Feedback: Provide feedback to the manager on key issues that affect IT services' availability.
  • Engineer Support: Assist network/system engineers with maintenance and troubleshooting by providing local on-site presence with direction from the engineers.
  • Software Support: Installation, configuration, and troubleshooting of the following software products, including Microsoft (MS) Office Suite, MS Windows 7/10, MS Active Directory, Email/O365, Anti-Virus products, Anti-SPAM products, and Remote Access methods (RDP, LogMeIn Rescue).
  • System Administration: Be responsible for administering Microsoft Active Directory, Office 365, S2 Security, and AWS Connect call system.
  • Network Troubleshooting: Troubleshoot network and voice connectivity issues (with guidance from engineers).
  • Printer Support: Troubleshoot printer and copier connectivity issues, as well as monitor toner levels.
  • Mobile Device Support: Configure and troubleshoot mobile devices, iPhone and Android.
  • Team Collaboration: Foster a positive team environment.
  • Data Confidentiality: Ensure confidentiality of internal and external data.

33. IT Support Technician Functions

  • Customer Assistance: Assist customers with routine questions and requests for service on computer devices, software, and hardware, and provide solutions and instructions via telephone, e-mail, or remote control.
  • Ticket Response: Respond to Help Desk tickets and service calls on endpoint devices, systems, and network issues, performing diagnostics on computers and peripherals, and coaching customers on computer operations and usage.
  • Ticket Assignment: Assign tickets and calls to other IT staff to properly address the ticket or call.
  • Procurement Management: Obtain quotes and initiate purchases of computer endpoint equipment, peripherals, with required software and licenses.
  • Device Configuration: Configure, install, and repair computer endpoints and peripheral devices.
  • Technical Resolution: Resolve technical hardware and software problems with product vendor technical support and implement repairs.
  • Equipment Relocation: Add, move, and change computers and peripherals to new or different physical locations.
  • User Training: Provide training on the use and features of endpoint devices, peripherals, and software.

34. IT Support Technician Overview

  • Procedure Development: Be responsible for developing and implementing technical procedures on how to quickly and efficiently address customer problems to limit downtime.
  • Configuration Management: Determine any changes to configurations, installations, or hardware specifications during on-site encounters of unique situations and implement these changes.
  • Change Documentation: Be responsible for documenting and communicating these changes to the rest of the team.
  • Problem Troubleshooting: Troubleshoot and research IT problems with a quick and efficient response time.
  • User Support: Be responsible for providing face-to-face, timely, and efficient support to McGill students, staff, and academics regarding a wide variety of IT resources (audiovisual equipment, podium equipment, and connectivity for classrooms, student labs, and public areas), procedures, and activities.
  • Client Education: Educate clients to avoid recurrence.
  • Technical Liaison: Work as a technical liaison between clients and IT units.
  • Procurement Recommendation: Recommend purchases of equipment and materials to ensure they meet IT Services guidelines.
  • Database Maintenance: Maintain databases and prepare documentation related to the activities of the unit.
  • Result Analysis: Analyze and discuss results and their interpretation with others.
  • Documentation Management: Maintain and update departmental documentation for accurate and efficient troubleshooting.
  • Equipment Repair: Perform adjustments and minor repairs.
  • Repair Coordination: Arrange for and follow up on major repairs and servicing.
  • Professional Development: Keep abreast of new developments in the field to update skills and knowledge.

35. IT Support Technician Tasks

  • Device Configuration: Be responsible for the setup and configuration of all desktop and laptop computers during new employee onboarding.
  • Resource Administration: Be responsible for the configuration and administration of end-user computing resources, corporate cloud systems, and information backup.
  • Error Troubleshooting: Troubleshoot local hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
  • Data Protection: Perform regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.
  • Desktop Support: Lead desktop support efforts, ensuring all desktop applications, workstations, and related equipment problems are resolved promptly with limited disruptions.
  • Project Support: Work alongside project teams to support ongoing IT-related work.
  • Technology Recommendations: Make technology recommendations for hardware and software needs at both the enterprise and user levels.
  • Documentation Improvement: Analyze documentation and provide recommendations for improvements to documentation.
  • Ticket Review: Review support tickets and other data to determine the depth and breadth of troubleshooting.

36. IT Support Technician Additional Details

  • Desktop Deployment: Image, configure, and deploy physical and virtual desktops.
  • Hardware Repair: Troubleshoot and repair hardware, including desktops, laptops, zero clients, monitors, and docking stations.
  • System Management: Manage OS, BIOS, disk, and data encryption.
  • Application Support: Install and troubleshoot end-user apps and certificates.
  • Data Recovery: Repair and restore data files, decrypt inaccessible files, migrate data for projects, and apply and troubleshoot permissions.
  • Ticket Documentation: Properly document actions in trouble tickets and meet all SLAs.
  • Network Maintenance: Patch network ports, trace lines, and install network switches.
  • Power Systems Management: Configure and maintain UPS devices and batteries, troubleshoot failures, coordinate vendor visits, and plan and coordinate downtime with customers.
  • Telephony Support: Install and configure VOIP phones and voicemail, and troubleshoot phone issues.
  • Printing Systems Support: Configure print, scan, and fax features on multifunction devices, coordinate multi-step replacements with the vendor, and troubleshoot communication issues.
  • User Relocation: Plan for user moves, including connectivity, computers, and phones.
  • Security System Maintenance: Maintain and troubleshoot local security/badging systems.

37. IT Support Technician Role Purpose

  • Lab Oversight: Provide oversight and ownership to multiple labs used to perform customer demos and day-to-day engineering development.
  • Equipment Configuration: Install, configure, and update both 3rd-party and GE Healthcare equipment in various engineering labs.
  • Equipment Handling: Physically move and re-arrange lab equipment, including low-voltage wiring, computer systems, simulators, and other test equipment.
  • Inventory Management: Plan for, purchase, and maintain an inventory of equipment necessary to support engineering labs.
  • Infrastructure Support: Provide end-user support for lab infrastructure, including troubleshooting, diagnosis, and resolution.
  • License Management: Manage tools and software licenses.
  • Lab Maintenance: Maintain the cleanliness and safety in all lab areas.
  • Compliance Support: Assist with any investigation dealing with non-compliant systems.
  • User Training: Train privileged computer system users on compliance requirements.
  • Diagnostics Analysis: Utilize basic diagnostic tools and key firmware analysis techniques.

38. IT Support Technician General Responsibilities

  • Incident Management: Establish tier 1 as the single point of contact for all user requests and incidents.
  • Ticket Ownership: Maintain full ownership of the ticket through its lifecycle.
  • Call Resolution: Provide first call resolution or triage for all calls.
  • Ticket Creation: Ensure that for every call and/or reported event, a ticket is created in both a timely and accurate manner.
  • Ticket Categorization: Verify user contact and asset information, categorize the ticket accurately, and populate the ticket with a full description of the event.
  • Knowledge Utilization: Utilize the knowledge base and other support documentation to identify, isolate, diagnose, and resolve end users’ technical problems and provide information and status.
  • Ticket Escalation: Escalate tickets to the appropriate support group by warm transfer.
  • Support Processing: Create support tickets and process them to final resolution.
  • Incident Assessment: Be responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
  • Priority Escalation: Escalate issues and tickets so that they may be considered for immediate action, based on possible impact or SLA terms.

39. IT Support Technician Key Accountabilities

  • Network Cabling: Find and map physical network cabling.
  • Network Assessment: Conduct all of the network testing and data gathering related to the current state of the physical layer of the data network, relative to the cabling mitigation project, which is part of site prep for IU, VoIP, Security Cameras, Door Access, etc.
  • Wireless Installation: Install wireless access points on the interior and exterior of district buildings.
  • Cable Installation: Install structured cables for network devices per BICSI standards.
  • Documentation Management: Update all of the documents, templates, and databases that serve as long-term repositories of IT Facilities data, as well as the reference documents for bid walkthroughs related to the cabling mitigation project and other site-prep for bond projects.
  • Vendor Support: Provide low-level technical support to vendors and customers around bond projects, relative to the 12 network, based on guidance and standards from ACS leadership.
  • End-User Support: Provide technical support to end users for computers and associated networks to help support the design and creation of the most groundbreaking aerospace and defense technologies.
  • Employee Support: Provide computer, hardware, and software support to employees.
  • System Maintenance: Install, troubleshoot, service, and repair desktop/laptop computers and network equipment, providing personal computer, hardware, and software support, and installing attendant software.
  • Needs Analysis: Investigate information, network, and communications needs of the employees and make recommendations regarding software and hardware purchases to meet those needs.
  • Technical Assistance: Provide phone, remote, and desk-side technical support.
  • Application Support: Support email, directories, and standard Windows applications.
  • Device Configuration: Configure communication devices and peripherals.
  • Workstation Restoration: Connect and restore PC Workstations to operational status.
  • User Training: Provide desk-side user training for proper operational use of hardware and software.

40. IT Support Technician Responsibilities and Key Tasks

  • System Support: Provide moderate to complex support to colleagues regarding internal proprietary systems (JURIS, One Team, SIR, TAMS, and Voyager issues).
  • Troubleshooting: Provide moderate to complex troubleshooting and software development issues.
  • Issue Communication: Communicate high-visibility issues to the immediate supervisor.
  • Call Escalation: Escalate calls to the appropriate departments.
  • Workflow Knowledge: Maintain intimate knowledge of claim systems, adjuster job functions, and company workflow and processes to solve support-related issues.
  • Technical Assistance: Respond to requests for technical assistance over the phone or via a ticketing system.
  • Issue Resolution: Diagnose and resolve technical hardware and software issues on Windows, Mac, and other operating systems.
  • Priority Management: Identify and escalate situations requiring urgent attention.
  • Issue Triage: Triage and redirect issues and requests to the correct resource.
  • Server Administration: Work with Active Directory, Exchange 2007/2010, or Office 365, and Windows Server daily.
  • On-Site Support: Provide on-site support solving 1st and 2nd level support issues, and forward issues to the relevant international teams.
  • Hardware Procurement: Procure, catalogue, and install IT hardware and provide end users with a briefing.
  • Technical Diagnosis: Diagnose and resolve technical issues on PC, Server operating systems, and Virtual Desktop Interface.
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