What Does An IT Technician Do?

WHAT DOES AN IT TECHNICIAN DO?

Published: Nov 06, 2025 - The Information Technology (IT) Technician is responsible for monitoring client systems, ensuring successful daily backups, managing antivirus updates, and maintaining Help Desk support for hardware, software, and mobile technologies. This role involves analyzing maintenance needs, researching new technologies, preparing IT documentation, and reporting recurring issues or anomalies to management. The technician also upholds confidentiality, ensures a safe work environment, and stays informed on system updates and company IT procedures.

A Review of Professional Skills and Functions for IT Technician

1. IT Technician General Responsibilities

IT Support: Serve as the first point of contact for IT support within the organisation.
System Maintenance: Install, configure, and maintain software and hardware components of computer and network systems.
Troubleshooting: Diagnose and troubleshoot software and hardware issues.
Hardware Repair: Repair and replace damaged computer and network components.
Software Installation: Responsible for installing and upgrading software.
Technical Assistance: Support people whenever they encounter challenges with computers and network devices.
Documentation Management: Maintain and update technical documentation regularly.
System Testing: Test new hardware and software before full-scale installation.
Data Support: Assist the data analyst and data controller with their ongoing tasks.
Report Generation: Produce reports with assistance from the data analyst for the senior management team.

2. IT Technician Roles and Responsibilities

IT Support: Responsible for being the first point of contact for IT queries.
User Administration: Responsible for password resets and user administration.
Device Configuration: Set up and configure new devices.
Vendor Liaison: Liaise with 3rd party vendors.
Network Management: Responsible for networking, routers, and switches.
Asset Management: Responsible for procurement and asset management of software and hardware.
User Support: Provide excellent 1st/2nd line support to users across the UK and Ireland.
Remote Assistance: Responsible for deskside and remote support for users.
Project Support: Support on projects and implementations.

3. IT Technician Duties and Roles

Information Security: Safeguard all computer systems and digital information by following company security procedures and information security best practices.
Safety Compliance: Follow all safety guidelines and procedures.
System Uptime: Minimize downtime of supported systems.
System Upgrades: Perform hardware or software upgrades.
Account Management: Create and manage user accounts.
Issue Resolution: Perform computer hardware and software troubleshooting procedures to resolve issues.
Flexible Availability: Work during off-hours and weekends.
Technical Proficiency: Demonstrate a working knowledge of the following hardware, software, and technologies or equivalent.
Print Management: Responsible for print server support and network printers.
Customer Support: Provide professional support to internal customers responding to hardware and software issues.
Server Configuration: Install and configure network servers and services.
Network Troubleshooting: Responsible for troubleshooting network problems.
Data Backup: Keep backups current and perform restores.
Team Collaboration: Work with team members to provide support to the whole company.
IT Awareness: Keep current on IT issues and strategies.

4. IT Technician Responsibilities and Key Tasks

IT Support: Provide IT support across Irish and European offices.
AV Maintenance: Responsible for the maintenance of internal AV systems.
Technical Support: Provide technical support across EU offices.
Request Management: Triage incoming IT requests and issues.
Escalation Management: Responsible for managing escalations.
Hardware Maintenance: Conduct inventory, maintenance, and troubleshooting for all hardware and computer infrastructure.
Compliance Monitoring: Ensure compliance with all company IT standards and security policies.
Service Improvement: Identify gaps across hardware and services, and execute initiatives to improve service quality.

5. IT Technician Roles

Equipment Management: Assist with all aspects of equipment lifecycle, including inventory, asset management, and e-waste disposal.
System Support: Maintain and support a variety of desktop, network, IP phone, and software activities.
Equipment Testing: Test office equipment to determine the remaining lifespan of devices.
Maintenance Operations: Responsible for cable management and other IT maintenance activities.
Device Installation: Install desktop computers and thin clients.
Hardware Assembly: Assemble monitor arms and wall mounts used for computer monitors.
Hardware Support: Help with hardware moves, installations, and repairs upon request.
System Troubleshooting: Troubleshoot and correct problems that may occur with systems.

6. Industrial IT Technician Essential Functions

Process Control Support: Work in the process control department, primarily supporting the computer infrastructure for an industrial environment.
Domain Administration: Responsible for Windows Domain and Active Directory support.
System Preparation: Prepare servers and computers for use in an industrial environment.
Software Configuration: Responsible for configuring industrial software for use in SCADA/PLC environments.
Security Updates: Apply Windows patches and other security updates while accommodating manufacturing production requirements.
Issue Resolution: Resolve issues with computers that have been deployed to systems in the factory.
Network Administration: Responsible for Cisco network administration.
Database Administration: Responsible for Microsoft SQL administration.
Backup Management: Responsible for the management of software backups.
Inventory Management: Keep inventory records updated in SharePoint.
Documentation Maintenance: Create and update written procedures.

7. IT Technician Additional Details

Device Deployment: Assist with laptop preparation and deployment.
Inventory Management: Responsible for IT equipment inventory management.
Hardware Installation: Responsible for printer, hardware, and software installations.
User Support: Responsible for corporate office user support and training.
Account Administration: Responsible for account management, Microsoft AD, and Exchange DL management.
Patch Management: Responsible for software patch management.
Onboarding Support: Assist with corporate new hire onboarding.
Workstation Setup: Assist with office and workstation moves.

8. IT Technician Functions

Technical Support: Support all company employees and technology, including but not limited to software, hardware, AV equipment, POS, mobile devices, basic networking, and more.
Operational Support: Responsible for special focus on operational equipment in warehouses and retail locations.
Ticket Management: Manage daily ticket queue and tasks while following department processes and SLAs.
Hardware Deployment: Manage and deploy hardware, accessories, and software for users and projects.
Onboarding Assistance: Assist with employee onboarding and offboarding tasks.
Upgrade Management: Manage and deploy annual computer upgrades.
Software Deployment: Create, test, update, and deploy software upgrades via automation tools.
Equipment Repair: Complete repairs on defective equipment or manage its service.
Parts Management: Order service parts for warranty equipment and perform repairs.
Asset Disposal: Prepare and sell or donate out-of-service equipment.
Training Development: Work with the IT team to develop a training curriculum and perform training.
Project Management: Manage multiple technology projects across all areas of the company.

9. IT Technician Accountabilities

System Installation: Provide technical support and maintenance services during the installation of various devices for system rollout.
On-site Support: Provide on-site support, including hardware and software installation, migration, and network setup.
System Configuration: Support and configure software and hardware equipment.
Computer Setup: Physically set up computers and perform software system installation.
Hardware Maintenance: Perform basic hardware moves and changes.
Issue Tracking: Keep track of case status and escalate to the vendor and/or related parties.
Inventory Management: Update and maintain inventory records on hardware and software.
Security Control: Perform anti-virus control on all computer hardware.

10. IT Technician Job Summary

Systems Analysis: Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications and requirements.
Workstation Setup: Set up workstations with computers and necessary peripheral devices (printers, scanners, etc.).
Hardware Inspection: Check computer hardware (mice, keyboards, headsets, screens, etc.) to ensure functionality.
Software Configuration: Install and configure appropriate software and functions according to specifications.
Network Management: Develop and maintain local networks in ways that optimize performance.
Security Management: Ensure the security and privacy of networks and computer systems.
User Training: Provide orientation and guidance to users on how to operate new software and equipment.
New Starter Orientation: Provide an orientation for new starters on IT and equipment.
Troubleshooting: Perform troubleshooting to diagnose and resolve problems.
Telephony Setup: Install and configure phones and appropriate systems and applications.

11. IT Technician Duties

Service Response: Respond to Web Help Desk service requests efficiently, pull, terminate, test, and label field cabling to the correct locations.
Tool Operation: Operate powered, powder-actuated, and hand tools to install supporting infrastructure.
System Installation: Utilize provided AV/IT system drawings to install, connect, tidy, and service devices behind displays, in furniture, and in AV/IT system racks.
Technical Interpretation: Read, understand, and provide field feedback for AV/IT system drawings and architectural plan sets, including cold aisle containment, overhead conveyance systems, electrical distribution plans, and data center floor plans.
Troubleshooting Support: Assist with troubleshooting by verifying and testing cabling, and checking power and signal flow.
Project Assistance: Handle other duties related to the success of a project, such as providing situation reports, maintaining site inventory, or assisting with deliveries and cleanup.
Team Collaboration: Demonstrate dependability, self-motivation, and teamwork, along with a basic understanding of construction drawings, pull charts, and AV/IT system schematics.
Administrative Tasks: Attend administrative activities such as safety meetings and training sessions.
Professional Conduct: Maintain composure and professionalism while working at various client locations in diverse environments, from rough construction to client-occupied spaces and events.
Task Execution: Take on directed tasks quickly and efficiently, ask clarifying questions, communicate effectively, and seek mentorship to develop new skills on the job site.

12. IT Technician Details

IT Operations Management: Effectively direct plant IT operations, including computer hardware, software, network, and telephone support, while providing technical assistance to plant personnel.
Server Administration: Responsible for all plant network servers and maintaining updates.
Network Maintenance: Responsible for the maintenance, troubleshooting, and optimal support of the plant's IT network to ensure cost-effective and reliable performance.
Asset Management: Responsible for all computer hardware, software, printers, scanners, and asset management, including purchasing, leasing, and renting IT equipment and supplies.
Vendor Relations: Work with and build relationships with equipment vendors.
System Maintenance: Responsible for the maintenance and troubleshooting of the plant telephone system, AV equipment, and access control system.
System Installation: Oversee installation and configuration of the plant's IT network, hardware, computer software applications, and licenses.
Employee Training: Responsible for training plant personnel in the use of computer equipment and software resources.
Technology Development: Invest in new developments in computer technology and business applications.
Budget Management: Manage budget within established targets.

13. IT Technician Accountabilities

Customer Service: Focus on superior customer service levels in all situations, especially under pressure, regardless of the size of the customer’s issue.
Ticket Escalation: Accurately escalate tickets to internal teams, management, or external resources, including detailed notes on activities and resolutions.
Problem Resolution: Resolve hardware and software problems efficiently with minimal disruption to users and coordinate hardware repairs with service vendors.
Diagnostics: Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement timely solutions.
System Maintenance: Install, configure, troubleshoot, and maintain desktop and laptop computer images.
Team Collaboration: Collaborate with support and team members to ensure accuracy and efficiency of asset tracking system data across business processes.
Asset Management: Implement and enforce IT Asset Management processes, policies, standards, and work instructions in compliance with IT infrastructure platforms.
Knowledge Management: Maintain a knowledge base of relevant hardware and software applications.
Performance Standards: Set high standards of performance, assuming responsibility and accountability for successfully completing assignments and tasks.

14. IT Technician Tasks

IT Assignments: Assist/perform IT individual and team assignments for business systems, hardware, and peripheral software, ensuring objectives are met within required deadlines.
System Installation: Build and install PCs, laptops, telephone systems, wireless networks, and related infrastructure.
Peripheral Maintenance: Install and maintain peripheral devices such as printers, scanners, and mobile or smart phones in accordance with department standards.
Technical Guidance: Provide advice and guidance regarding incidents and service requests.
Issue Resolution: Identify, log, and resolve technical problems related to desktop systems and networking.
System Maintenance: Maintain installed PCs, networks, telephone systems, and peripherals through routine maintenance.
Process Improvement: Identify potential changes and improvements to present to the team leader for consideration and implementation.
Workplace Organization: Maintain the work area in a clean and orderly condition.
Safety Compliance: Follow all safety rules and regulations.

15. IT Technician Details and Accountabilities

Mobile Support: Responsible for the primary support of the mobile team and affiliates.
Desktop Support: Responsible for global desktop support for on-site users in multiple offices as well as remote users.
User Setup: Responsible for user account and workstation setup, including both software and hardware.
Network Management: Responsible for managing network infrastructure.
Issue Resolution: Troubleshoot issues and outages.
Server Administration: Responsible for server, storage, and VM planning, configuration, and maintenance.
Compliance Management: Ensure all deployments adhere to GIS compliance and policies.
Technical Documentation: Provide technical documentation for configurations and procedures.

16. IT Technician Essential Functions

Infrastructure Support: Support the systems running in the Manufacturing Infrastructure environment at Davenport Works.
System Management: Responsible for infrastructure is comprises VMWare VMs running Windows and Linux operating systems, Windows physical machines, SANs, and backup storage devices and supports running SQL Server (as well as SSIS, SSAS, SSRS), IIS, OSI PI, Rockwell Factory Talk, SharePoint, and other systems.
Incident Resolution: Diagnose and resolve software and hardware incidents, including operating system, database, and functional application issues.
Standards Compliance: Operate with Arconic IS standards and conventions and applicable Arconic Business Unit IT Standards.
System Deployment: Install, configure, and deliver functional systems using standard IT application lifecycle methodologies.
Inventory Management: Manage the hardware and software inventories.
Developer Support: Support IT MOM developers at the location.
Global Collaboration: Work across a global IT support team to share information and best practices.
Technical Knowledge: Demonstrate knowledge of the practical application of systems and technology.
System Expertise: Demonstrate knowledge of Windows Operating Systems and SQL Server configuration and troubleshooting.
Functional Understanding: Develop a working knowledge of the functional system deployed in the environment (including Rockwell Factory Talk, OSI PI).

17. IT Technician General Responsibilities

System Management: Manage the support and maintenance process for the systems in the area of responsibility.
Productivity Tools: Use productivity tools (Outlook, Excel, Word, etc.) effectively.
Business Understanding: Develop an understanding of the business processes.
Critical Thinking: Demonstrate critical thinking, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Standards Compliance: Operate within Arconic’s IT standards and conventions.
Process Adherence: Ensure appropriate methodologies, support processes, and procedures are followed.
Audit Compliance: Comply with all guidelines detailed in the audit/compliance tool for the area of responsibility.
Continuous Learning: Pursue continuous learning consistent with the movement in job requirements, changes in technology, and changes in the organization.
Problem-Solving: Develop and maintain strong problem-solving and troubleshooting skills.
Technical Analysis: Demonstrate ability to think through complex technical problems and identify and resolve gaps or risks.
Professionalism: Work well under pressure while maintaining a professional image and approach.
Self-Motivation: Demonstrate self-motivation with an autonomous work ethic.

18. IT Onsite Technician Support Roles and Details

Device Rollover: Responsible for the rollover of all laptops and desktops at the local mill.
Hardware Support: Support all local PC hardware, including but not limited to desktops, laptops, displays, printers, video conference equipment, mobile phones, and peripherals.
Customer Service: Provide prompt and courteous service to internal customers.
Ticket Documentation: Thoroughly and accurately document all service calls within the current ticketing tool.
Hardware Installation: Configure, test, install, and follow up on all hardware installations.
Service Requests: Update and complete service requests in the current ticketing tool.
Technical Support: Provide general technical support.
Communication Systems: Provide support for PBX, IP Phones, RingCentral, and other communication systems.
Issue Diagnosis: Determine hardware, software, or network-related issues.
Team Collaboration: Work individually and as part of a team to provide timely resolution.
Cross-Department Coordination: Work with Service Desk, maintenance shops, Process Automation, and other internal teams to resolve problems in a timely and accurate manner.
Professional Conduct: Be positive, productive, professional, and polite to all clients and coworkers while resolving requests.
Network Evaluation: Work with the Pixelle maintenance shops during network run evaluations and estimates.

19. IT Store Technician Details

Customer Support: Provide world-class IT customer service and technical support for retail stores as a third-level technician.
Ticket Prioritization: Prioritize tickets and support calls based on the business impact.
Issue Resolution: Work on the ticket queue with speed and thoroughness by analyzing issues, providing quick resolutions, documenting resolutions within tickets, and training or guiding other support staff.
Hardware Troubleshooting: Troubleshoot and replace computers, monitors, document printers, label printers, barcode scanners, handheld terminals (HHT), and other peripherals in a fast-paced environment.
Team Collaboration: Collaborate with development and engineering teams in constructing and testing various integrated job streams.
Communication Liaison: Liaise between the Help Desk and technical teams.
Process Documentation: Create detailed documentation required to implement standard operating procedures for Help Desk Levels I and II.
Process Adherence: Follow established processes and procedures in the use and support of operational software tools, hardware, and system software.
Service Management: Adhere to service management support processes (ITSM, Incident, Problem, Change processes).
Analytical Leadership: Lead with strong analytical thinking, sound judgment, and appropriate escalation.
On-Call Support: Participate in a 24x7 on-call rotation and provide off-hour assistance and support.
Staff Coaching: Provide coaching to IT Help Desk Level I and Level II Technicians.

20. IT Technician Job Description

Support Response: Responsible for answering IT support calls.
Problem Analysis: Exercise sound professional judgment in analyzing problems to attempt hardware or software solutions by phone, or determine the proper level of maintenance required.
Network Setup: Set up network hardware (memory/application installation) and software components.
Cabling Installation: Install, terminate, and certify network cabling in accordance with the 586B standard.
Drive Installation: Install drive formatting and applications.
File Maintenance: Responsible for performing file maintenance.
Network Troubleshooting: Perform network troubleshooting to isolate and diagnose common network problems.
Server Configuration: Install, upgrade, and configure network printing, directory structures, rights, security, and software on file servers.
User Management: Establish network users, user environments, directories, and security for networks being installed.
Client Representation: Act as the firm’s technical representative in meetings and discussions with clients, and maintain awareness of how other organizations use computers through participation in user groups and trade shows.
Standards Implementation: Assist in the coordination, development, and implementation of unified standards, policies, and procedures to ensure high productivity and quality in computer use.
System Support: Assure support is provided for hardware, software, network management, and data security to minimize disruption to the company and projects.
Security Policy: Assist with the development and implementation of policies for data security (backup archive, disaster recovery) and physical security.
Vendor Liaison: Act as a buffer between users and third parties providing software or hardware support.
Account Management: Act as key customer contact for select accounts.

21. IT Operations Technician Roles and Responsibilities

System Management: Support the management, configuration, integration, and implementation of hardware and software, including alerting and monitoring, automation, service management, infrastructure, and software.
Strategic Alignment: Understand future departmental strategy and how technology aligns with that direction.
Cross-Department Collaboration: Participate in departmental initiatives between various IT and Business groups.
Operational Understanding: Understand operational technologies and platforms and how they interact with other departments and processes.
Technical Excellence: Provide technical excellence on tool functionality and departmental processes and philosophies.
System Maintenance: Keep the business running through system maintenance, support, and monitoring of hardware and software, including proactive identification of potential anomalies.
Incident Response: Participate in incident response, including major incidents and disaster recovery.
Predictive Analytics: Use machine learning, data analytics, and artificial intelligence to predict and prevent potential outages.
Automation Collaboration: Collaborate with business and IT teams to identify candidates and opportunities for automation using continuous improvement, workflows, artificial intelligence, and machine learning platforms.
Innovation: Consistently demonstrate clear technical judgment and innovation.

22. IT Technician Duties and Roles

User Interaction: Manage inbound verbal interactions with users experiencing issues or requesting products or services.
Ticket Management: Track and manage issues or requests via defined ticketing processes and procedures.
Software Support: Perform software installation and updates in support of failures.
Hardware Troubleshooting: Identify, diagnose, and resolve hardware issues.
Problem Research: Research and explore answers and alternative solutions.
Issue Escalation: Responsible for escalating unresolved problems.
Request Fulfillment: Fulfill requests for hardware, software, and access via defined fulfillment processes.
Customer Education: Effectively educate customers on product use and assist them in fully utilizing available features.
Team Assistance: Assist senior-level Tier 1 peers and the Tier 2 Desktop Support team.

23. IT Technician Job Description

Team Communication: Effectively communicate and work with team members from general end users to high-level managers and Principals.
Problem Resolution: Determine the most effective problem resolution to minimize client downtime.
Technical Support: Provide first and second level support for Windows and Mac client computers, and MS Office 365 applications, including Outlook and Teams.
Device Maintenance: Provide installation, maintenance, and ensure operation of all devices, including desktop and laptop computers, printers, and peripherals within the regional IT infrastructure.
Software Installation: Provide installation and basic troubleshooting of core 2D and 3D drafting products, including Revit, AutoCAD, 3ds Max, as well as other graphic design and rendering software such as SketchUp, Rhino, and Adobe CC.
Application Support: Install, configure, and support other specialized departmental software and provide end-user support.
Remote Access Support: Support remote users accessing virtual desktop infrastructure.
Account Administration: Administer user accounts and security controls within Active Directory.
System Imaging: Image laptops and desktops during initial deployment, maintenance, and end-of-life replacements.
Record Maintenance: Maintain and complete appropriate records for incident resolution.
Vendor Compliance: Comply with vendor-specific maintenance and repair procedures.

24. IT Technician Functions

Configuration Management: Establish and document configurations, installations, and related procedures.
Documentation Creation: Create support documentation appropriately for new issues.
AV Support: Support AV equipment and web conferencing functions.
Project Participation: Perform special project assignments as deemed necessary by IT management.
Technical Knowledge: Maintain current knowledge of desktop computing technology, applicable software tools, and networking technologies used by Gensler.
Skill Development: Develop and expand knowledge of these technologies over time.
Policy Adherence: Maintain knowledge of and adherence to company policies and procedures.
User Engagement: Develop rapport with staff to understand their technology skills and tailor hands-on support accordingly.
Professional Conduct: Maintain ethical and professional behavior in dealing with users, department associates, and other departments’ personnel.
License Compliance: Adhere to all software licensing restrictions.
Task Management: Responsible for multitasking in a fast-paced environment while maintaining an emphasis on detail and quality.

25. Junior IT Technician Details

Ticket Management: Answer tickets for a diverse user base.
Remote Support: Remotely solve application and hardware issues.
User Administration: Responsible for onboarding and offboarding employees.
G Suite Management: Maintain and manage a growing user base in G Suite.
Cloud Application Management: Manage cloud applications in a single sign-on environment.
IT Collaboration: Collaborate across IT to find and develop the best solutions.
Process Improvement: Identify process improvements within the Service Desk.
Documentation Creation: Create technical documentation, knowledge base articles, and How-To guides for the end-user self-service portal.
Infrastructure Understanding: Get the big picture for a complete understanding of IT infrastructure.
Asset Tracking: Responsible for tracking and maintaining assets.

26. IT Technician Duties

Call Response: Respond to incoming calls, answer questions related to store operations, and provide initial troubleshooting of basic hardware and software issues pertaining to retail point-of-sale equipment.
Request Resolution: Responsible for the complete and accurate resolution of store personnel requests.
Issue Guidance: Provide answers by identifying problems, researching issues, and guiding store personnel through corrective steps.
Trend Escalation: Identify and escalate technical trouble trends impacting store operations.
Tool Utilization: Make proper and consistent use of tools and reference materials in researching issues and providing solutions.
Ticket Documentation: Properly document each contact in the appropriate ticketing system quickly and accurately.
Skill Development: Continuously develop and improve technical knowledge and customer service skills.
Training Participation: Responsible for attending training.

27. IT Services Technician Functions

Request Management: Monitor and respond quickly to incoming requests related to IT issues.
Remote Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
System Installation: Install, configure, and upgrade computer software and hardware.
System Maintenance: Maintain computer systems, including upgrades and configuration.
User Support: Assist with onboarding and offboarding of users.
Inventory Management: Keep an inventory of all equipment and software licenses.
Hardware Lifecycle: Assist IT hardware lifecycle processes, including research, ordering, installation, configuration, and decommission, as well as inventory tracking.
Application Administration: Administer internal and external business applications.
Process Improvement: Identify and suggest possible improvements to procedures.
Documentation Management: Maintain diagrams and documentation in Confluence that are useful to others when troubleshooting or integrating with IT systems.
Security Implementation: Follow best practices and implement security from the ground up.
Automation Utilization: Responsible for leveraging automation.

28. IT Technician Additional Details

Device Inspection: Inspect devices and associated chargers for defects.
Device Sorting: Responsible for sorting devices by the classification provided.
Record Keeping: Scan device information for record keeping.
Charger Management: Responsible for untangling and wrapping chargers.
Device Cleaning: Responsible for cleaning devices (wiping down).
Ticket Labeling: Write ticket numbers on devices.
Pallet Handling: Load and unload devices from pallets.
Warehouse Operations: Move pallets around the warehouse with the use of a pallet jack.

29. IT Technician Roles

Help Desk Support: Responsible for answering calls to the IT Help Desk.
Technical Support: Perform local and remote support for PC hardware and various applications.
Device Setup: Set up and troubleshoot handheld order entry devices.
Hardware Configuration: Responsible for hardware setup, installation, and configuration.
User Administration: Responsible for new user setup in Active Directory, Exchange 365, ERP system, intranet, and related platforms.
Server Maintenance: Responsible for server monitoring, maintenance, and backups.
Web Administration: Responsible for maintenance and updates to the intranet and web servers.
On-Site Support: Responsible for working from the IT offices at Industry City in Brooklyn, providing level 1 support for all business units.
Operational Duties: Responsible for answering support requests, troubleshooting and configuring hardware, monitoring server status, and performing backups as part of this position’s responsibilities.

30. IT Technician Roles and Details

System Expertise: Serve as the Warehouse Management System (WMS) and Transportation Management System (TMS) subject matter expert for the location.
IT Liaison: Serve as liaison between the IT department and the warehouse operations team.
Issue Identification: Accurately identify technical issues.
Device Maintenance: Monitor and maintain onsite technical devices such as time clocks, label printers, and Honeywell truck-mounted and handheld RF scanners.
Repair Coordination: Accurately identify technical issues in a timely manner and coordinate repairs with IT staff, product suppliers, or third-party vendors.
Staff Training: Train supervisors, team leads, and hourly staff on the Warehouse and Transportation Management System software, RF scanners, and conveyor system.
System Testing: Test various technology changes and WMS updates.
Data Analysis: Perform data analysis on various distribution center KPIs.

31. IT Technician Key Accountabilities

System Maintenance: Provide maintenance and support for desktop computers, laptops, point-of-sale systems, payment systems, mobile technology, digital menu board systems, and more.
End-User Support: Provide first-class end-user support for hardware and software necessary for operations.
Solution Implementation: Assist with the implementation of new solutions at the operating unit, ensuring consistency with the overall IT strategy of Delaware North.
Project Development: Assist in the development of project plans, procedures, and documentation.
User Setup: Set up computer software and hardware for new and existing staff, and maintain all user accounts and computer configurations.
Technology Evaluation: Evaluate property needs and identify technologies that can provide effective solutions.
Problem Resolution: Resolve problems with workaround solutions.
Issue Prioritization: Actively prioritize and resolve issues and end-user help requests during normal business hours as well as during events.
Ticket Documentation: Record, track, and document the help desk request and problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
System Performance: Ensure acceptable performance in computing and network systems.
Technical Vision: Assist in setting the overall technical vision of the property.
Network Support: Provide end-user support for desktop and network-related problems.
Server Monitoring: Monitor server performance, disk space, error logs, and backups of critical systems, and provide service for emergency desktop or network maintenance.
On-Call Support: Share on-call support responsibilities with the Site Operations Lead.

32. Operations IT Technician Roles and Responsibilities

Data Processing Support: Support and monitor all data processing activities, including administration, analysis, and reporting of file failures.
Issue Communication: Communicate effectively about any product or data processing issues during daily production briefings.
Incident Support: Responsible for first-line incident support for the PSC Production Team for any Personalization, Workestra, and Infrastructure issues.
System Administration: Set up and administer production machines, equipment, and systems.
Template Development: Create customer card carrier and PIN templates using development applications such as PRES.
Product Industrialization: Responsible for the industrialization of new products and technologies, ensuring optimal productivity goals are achieved.
Test Cycle Management: Responsible for processing customer test cycle (SAT/UAT) submissions and ensuring SLAs are met.
Change Administration: Responsible for change request notification administration on PSC systems, including JMS, PSC Monitor, and Product Browser.
Technical Support: Provide technical support and advice to other operational departments, PSE, and PSC.
Cross-Team Collaboration: Responsible for supporting engineering, project management, and customer services teams.
Standards Compliance: Work in accordance with ISO 9001:2015 and PCI (Payment Card Industry) standards to ensure conformity.
Site Support: Support all of the above functions at the NEST site in Havant.

33. IT Technician Essential Functions

Maintenance Checks: Conduct physical and maintenance checks.
Device Configuration: Configure devices such as desktops, laptops, and virtual machines.
Remote Support: Log on remotely to resolve technical issues.
System Maintenance: Maintain server and desktop operating systems.
Health Monitoring: Conduct daily system health checks.
Fault Support: Responsible for fault finding and supporting end users.
Problem Resolution: Responsible for solving a range of software, hardware, and network problems.
Technical Contact: Serve as the contact for all desktop and telephone faults.
Installation Management: Responsible for completing installations.
Equipment Handling: Responsible for IT equipment dismantling and assembly.
Module Monitoring: Monitor and maintain warehouse integration modules.

34. IT Technician Job Description

Technical Support: Provide first and second line support for staff and pupils.
Infrastructure Management: Manage the IT infrastructure and MIS across the school.
Operational Responsibility: Operationally responsible for the on-premises physical infrastructure, including data and telecoms networks, server and storage systems, and user devices across the school.
Network Connectivity: Enable efficient connection to networks for the academic and administrative purposes of the school.
Hardware Maintenance: Perform installations, configuration, maintenance, upgrades, and repairs to all IT hardware.
Network Monitoring: Proactively monitor the network, internet connectivity, and email systems, resolving issues in a timely manner.
Equipment Availability: Ensure that equipment is available for pupil use as required by teachers, with all ICT rooms cleared and machines checked for functionality daily through established procedures.
Software Installation: Install and test new software and make it available to appropriate users.
Equipment Setup: Check and install new equipment using the software provided by the school.
Infrastructure Logging: Responsible for being familiar with the network infrastructure and keeping a log of any damage to it.
Network Operation: Maintain the efficient operation of all computer and telecommunication networks.
Hardware Servicing: Maintain, service, and clean hardware, including printers.

35. IT Technician Responsibilities

Fault Resolution: Responsible for fault-finding and repair.
Security and Online Safety: Monitor ICT usage to ensure compliance with the School's Acceptable User Policies.
Antivirus Management: Ensure the antivirus software is installed, up to date, and functioning properly on all stations.
System Protection: Protect systems from misuse or malicious attack.
Data Management: Maintain and update all master data and processes for the iSAMS database.
Academic Support: Support the Academic Deputy with all academic data stored on the iSAMS system.
Event Coordination: Assist the Academic Deputy with the timetabling of parents' evenings.
Parent Access: Ensure all parents are able to access school information through these systems.
General Duties: Undertake general duties as may reasonably be requested by the Head or Business Manager.
Policy Familiarity: Responsible for being familiar with the School's ICT policy.
Health and Safety Compliance: Comply with the school's Health and Safety Policies and risk management procedures.

36. IT Technician Job Summary

Backup Management: Accountable to ensure daily system backups are scheduled, completed, and documented.
System Monitoring: Monitor systems for the client.
Help Desk Support: Maintain and support the Help Desk/Service Desk.
Technical Support: Provide customer hardware and software support.
Technology Maintenance: Provide additional support for all company-issued technologies, including mobile phones, configuration, and maintenance.
Technology Research: Research and evaluate new technologies for potential use.
Preventative Maintenance: Analyse and determine preventative maintenance requirements for laptops and desktop systems, including improvements, patches, upgrades, and reconfigurations.
Problem Reporting: Inform management of recurring problems.
System Updates: Stay current with system information, changes, and updates.
Antivirus Monitoring: Monitor antivirus and update status, reporting anomalies to the IT Manager for resolution.
Documentation Management: Prepare and maintain IT documentation, procedures, and reports.
Confidentiality: Maintain confidentiality with respect to client information.
Workplace Safety: Maintain a safe and efficient working environment, following the company’s health and safety standards.

37. IT Technician Essential Functions

Report Management: Generate and communicate the required reports to manufacturers and management.
Product Returns: Responsible for sending all damaged products back to the manufacturer for proper credit.
Compliance Enforcement: Responsible for ensuring all Medicare compliance and Joint Commission standards are enforced.
Manufacturer Reporting: Responsible for completing necessary manufacturer reporting in a timely manner.
System Administration: Add, move, and change DMS computer equipment and user accounts.
Vendor Liaison: Serve as a liaison to IT vendors, including but not limited to UDI, Noble Direct, and Metrophone.
Inventory Control: Control technology hardware inventory by labeling equipment and logging the location of each item.
Equipment Maintenance: Keep all technology hardware clean and safely stored.
Custom Reporting: Provide custom reports from Noble Direct as requested by management.
Shipment Tracking: Ensure tracking for all patient shipments is stored for compliance requirements.
Documentation Updates: Responsible for updating department training materials, policies and procedures (P&P’s), and other pertinent departmental materials.
Facility Maintenance: Ensure the inventory and server room are kept neat and clean.

38. IT Technician Overview

Technical Support: Provide technical, hardware, and software support to staff in relation to IT systems, specifically those that facilitate the effective delivery of teaching and learning.
Service Delivery: Ensure the smooth and effective delivery of IT services in the academy.
Security Compliance: Ensure security, licensing, and data protection policies are implemented.
Help Desk Support: Provide first-level help desk support to users.
Classroom Assistance: Provide assistance and advice to teachers to facilitate the effective use of IT in the classroom, including the provision of classroom support.
Ongoing Training: Undertake any training required to keep abreast of all changes in IT that are specifically related to the job role.
Billing Management: Responsible for posting manual bills.
Compliance Documentation: Responsible for generating documentation for compliance reporting.
Issue Research: Responsible for researching billing issues.
System Maintenance: Responsible for assisting with the maintenance of the pharmacy information system.

39. IT Technician Roles and Details

IT Training: Contact for IT facilities and guide team members through training and setup in the Mac environment.
Process Improvement: Stay up to date and suggest ways to improve processes and the overall end-user experience, including request handling, onboarding, and offboarding.
Asset Management: Keep an inventory of all IT asset data (laptops, servers, phones, accessories, serial numbers, software keys, locations, maintenance records, purchase orders, etc.) and support the local network infrastructure.
Project Participation: Participate in various projects, setting up and maintaining solutions such as device management (JAMF), inventory software (RefTab), videoconferencing, and hardware evaluation.
Application Management: Assist in managing IT applications, including accounts and access rights for Google Apps, Slack, 1Password, and other platforms.
Team Support: Assist management by providing technical support and day-to-day work direction to the technical team.
Technical Expertise: Provide technical expertise in the assigned area by troubleshooting and resolving issues with vendors and systems.
Cross-Department Communication: Contribute to team efforts by communicating with information systems contacts, other departments, and property owners or management.
Issue Documentation: Provide accurate documentation of issues and activities by monitoring and maintaining a troubleshooting tracking log.
Special Projects: Participate in special projects.

40. IT Technician Tasks

Communication Skills: Demonstrate effective communication and problem-solving skills.
Device Maintenance: Install and maintain PCs, laptops, printers, smartphones, and mobile devices.
Equipment Refurbishment: Refurbish flat screens, keyboards, and mice.
Cabling Support: Perform basic cabling needs.
User Support: Provide a first-rate level of support to non-technical users.
Site Checks: Perform the monthly site checklist and provide recommendations.
Task Monitoring: Log and monitor all current IT tasks.
Fault Resolution: Responsible for the rectification of IT faults within skillsets.
Documentation Compliance: Ensure documentation is completed accurately and in line with legislation and relevant publications.
Issue Escalation: Escalate IT faults to other resolvers.
Team Assistance: Assist other members of the ITSS Team.
System Imaging: Build laptops and PCs to a standard image.

41. IT Technician Responsibilities and Key Tasks

User Support: Provide on-site and remote support to company users.
Incident Management: Manage incidents and level 1 and 2 service requests from users.
Workstation Deployment: Prepare and ensure the deployment of new workstations for new employees.
Inventory Management: Keep the inventory of computer equipment up to date.
Assistance Collaboration: Collaborate in the various tasks of the Assistance Center.
Knowledge Management: Keep the knowledge bank up to date.
System Maintenance: Ensure maintenance, diagnose causes of system failure, and manage the use of the company’s local area network, equipment, computer workstations, and internet connections.
Software Installation: Try out and install computer hardware, operating systems, and other software applications.
Workstation Setup: Prepare computer workstations for new employees.
Access Coordination: Coordinate physical and logical access for current and new employees.
Problem Solving: Help network users (employees) solve problems.

42. IT Technician Details

Technical Support: Provide general diagnostic fault and fix support to staff members via a Helpdesk ticketing system, both remotely and in the classroom or office.
User Assistance: Provide assistance to staff and students who visit the office with their IT-related issues.
Software Maintenance: Responsible for software installation and repair.
Display Configuration: Perform interactive screen and whiteboard configuration and calibration.
Telephony Support: Responsible for general telephony issues.
Data Backup: Ensure that backups of all critical system data are taken and securely stored.
Network Monitoring: Monitor and supervise network infrastructure, data servers, and routers.
Data Centre Maintenance: Maintain the UK data centre environment.
After-Hours Support: Responsible for providing out-of-hours support.
Security Monitoring: Monitor site security via CCTV.
Cabling Management: Perform patch cabling and equipment moves.

43. IT Technician Responsibilities

Infrastructure Support: Assist in supporting and administering the IT infrastructure of the plant (Office Hardware, PCs, Laptops, Telephone and Software, Server, Network, Lotus Notes, Internet) following the company standards (example distributed environment).
Shop Floor Support: Assist in supporting and administering the IT Infrastructures of the shop floor (hand-held scanners, tag printers, badge readers, etc.).
System Availability: Ensure the operation and high availability of the IT infrastructure, implement contingency plans, and install and support these infrastructures.
Project Assistance: Assist the team in executing and running IT projects in the plant.
Operational Efficiency: Work with IT management to ensure the most cost-effective and efficient methods for supporting local operations are in place.
Ticket Resolution: Reactively working through the Ticketing system and solving problems as they are logged.
Root Cause Analysis: Proactively thinking about the root cause of issues, and suggesting ways can stop issues from recurring.
Equipment Management: Re-organizing IT equipment by agreeing on suitable downtime with users to move their kit.
Customer Service: Delight the customer with service and the ability to swiftly resolve issues.
Customer Engagement: Open, honest engagement with customers is always key.

44. IT Technician Additional Details

Software Installation: Install selected software, maintaining proper security levels and access rights.
System Operations: Ensure the quality of system operations in all areas of the company by communicating with all levels of system users and offering direction and assistance.
Workflow Coordination: Coordinate workflow to ensure effective overall operations in the Systems Department.
Information Flow: Facilitate the flow of information throughout the Systems Department by attending regularly scheduled department meetings and participating in Daily Promise meetings.
Technical Knowledge: Maintain a working knowledge of all appropriate software and network applications and systems.
Vendor Communication: Contact vendors regarding specific software, hardware, or phone problems, or as requested by the Director or Manager of Information Technology.
Device Configuration: Work with the Manager to set up wireless devices and configure hardware and software on these devices.
Network Setup: Set up and configure routers and switches (training will be provided for this).
Wireless Network Deployment: Build out wireless networks.
Device Testing: Test hardware and software devices to ensure functionality before shipping.

45. IT Technician Key Accountabilities

User Support: Provide primary support of laptops, peripherals, and applications to co-workers by phone and in person.
Problem Resolution: Diagnose and resolve hardware and software problems using multiple troubleshooting techniques and all available resources.
Ticket Management: Take ownership of incident and problem tickets, maintaining consistent communications and ensuring resolution.
Lifecycle Management: Assist with lifecycle management of the computing environment.
Security Maintenance: Responsible for including security updates, virus scan reviews, and hardware maintenance.
System Imaging: Image new laptops and upgrade the operating system on existing hardware.
Facilities Assistance: Assist with general facilities tasks.
Equipment Maintenance: Assist with the maintenance and service of IT equipment.
Peripheral Troubleshooting: Troubleshoot computers, phones, headsets, and other peripherals.
Department Liaison: Act as a liaison between the IT department and other departments throughout the organization.

46. IT Technician Roles and Details

Hardware Support: Install and support desktop/laptop hardware, software, peripherals, and office printers.
System Maintenance: Install, repair, and perform preventive maintenance of personal computers and related systems.
Software Updates: Install software, patches, and updates on desktops, laptops, and personal devices.
Technical Support: Provide 1st and 2nd line support for computers, hardware, software, printers, and network connectivity.
Troubleshooting: Diagnose software, hardware, and network-related issues for end users.
Communication: Maintain clear communication with customers, peers, and cross-functional teams.
IT Compliance: Ensure IT systems comply with security and SOX requirements.
Hardware Deployment: Deploy and support hardware upgrades, including PCs and monitors.
System Imaging: Image and configure PCs and laptops.
User Assistance: Provide 1st and 2nd line user support.
Remote Repair: Perform remote fixes and rebuild PCs.

47. IT Technician Details

Ticket Management: Timely and accurate logging of staff issues into the IT helpdesk.
Issue Escalation: Recognise when a helpdesk request is urgent and escalate accordingly.
Equipment Setup: Carry out configuration and testing of new equipment prior to installation at the customer site.
Role Development: Work toward becoming the first point of contact for all incoming Helpdesk issues, supporting the Head of Digital Learning in focusing on strategic ICT development.
Technical Support: Serve as the first tier of support for inbound technical requests, managing them via a ticketing system.
Troubleshooting: Diagnose and resolve hardware, software, and network-related issues using remote tools, phone, and in-person support.
System Support: Provide support for Microsoft Windows and Linux operating systems, including builds, reloads, upgrades, memory installation, cabling, and account administration.
Data Recovery: Perform backup and recovery services using Microsoft technologies.
Network Documentation: Develop, track, and maintain network documentation requirements.

Relevant Information

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What Does An IT Infrastructure Manager Do?

What Does An IT Help Desk Technician Do?