IT Support Technician job description
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What does a IT Support Technician do?
The IT Support Technician is crucial in maintaining the organization's IT infrastructure by providing first-line support to solve technical issues. This role ensures minimal system downtime, enhancing employee productivity and operational efficiency through effective troubleshooting and problem resolution.
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What are the Key Responsibilities of IT Support Technician
- Respond to user inquiries and provide timely technical assistance.
- Perform troubleshooting and diagnose hardware and software issues.
- Install, configure, and maintain office computers, networks, and peripherals.
- Maintain detailed records of support requests and resolutions.
- Ensure security protocols and data integrity measures are adhered to.
- Assist in software upgrades and system updates.
- Set up new user accounts and manage access permissions.
What are the Skills and Requirements for a IT Support Technician?
- Proficiency in Windows and MacOS environments.
- Strong problem-solving and analytical skills.
- Effective communication and customer service skills.
- Knowledge of networking principles and devices.
- Ability to work independently and as part of a team.
- Familiarity with remote support tools and ticketing systems.
What are the KPIs to track for IT Support Technician?
The IT Support Technician's effectiveness is measured by the speed and efficiency of issue resolution, customer satisfaction ratings, and the number of incidents handled successfully within the SLA timeframes.
Issue Resolution Time
Minimizing the average time taken to resolve IT support tickets.
Customer Satisfaction
Achieving high user satisfaction scores on support feedback surveys.
Technical Incidents
Number of technical problems resolved successfully.
Reports to
IT Manager
Collaborates with
IT Support Team, End Users
Leads
N/A
Are any specific tools or software required for the IT Support Technician role?
- Remote Desktop Tools
- Helpdesk Software (e.g., Jira, ServiceNow)
- Network Diagnostic Tools
- Anti-virus Software
What is the qualification of IT Support Technician?
Associate's degree in Information Technology or related field, with 1-3 years of experience in technical support or helpdesk roles.
