Support Technician Job Description
Support technician
provides tier 1 IT support for a variety of systems: Active Directory,Citrix, Windows Desktop, Windows Printing, Kronos, Microsoft Office.
Support Technician Duties & Responsibilities
To write an effective support technician job description, begin by listing detailed duties, responsibilities and expectations. We have included support technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Troubleshoot various technical problems with workstations and standalone PCs, laser and label printers, network connectivity, and peripheral hardware and bring issues to resolution in a timely manner
Installation, maintenance and support of IT equipment including (but not restricted to) laptops, telecoms equipment, printers, scanners, thin clients and workstations
Troubleshoots failures and performs minor repairs to desktop/laptop computers and printers to gain back their functionality
Document accurate and detailed descriptions of all reported problems, troubleshooting activity and resolution data in the customer relationship management database system
Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data
Advise and familiarise delegates and colleagues on the safe and effective use of equipment and support them as required
Assist with misc
Responding to phone and email requests from staff
Resolving any escalating tickets as needed
Assisting with any IT projects as needed
Support Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Technician
List any licenses or certifications required by the position: ITIL, PC, CCNA, MCP, TIA, MCITP, MCSE, OSX, MCDST, PBX
Education for Support Technician
Typically a job would require a certain level of education.
Employers hiring for the support technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Computer Science, Technical, Education, Associates, Computer, Supervision, Communication, Technology, General Education, Information Technology
Skills for Support Technician
Desired skills for support technician include:
Active Directory
Printers
Microsoft Office
Operating systems
Windows
VPN
Principles
DNS
Networking
Desired experience for support technician includes:
Formal education in an IT related field is strongly desired
2-4 years computer service experience in a fast paced technical role
Knowledge of Mac OS X and support in a corporate environment
Dell and HP desktop/notebook support experience
HP printer support experience
Blackberry, IOS (iPhone/iPad) and Android support knowledge
Support Technician Examples
1
Support Technician Job Description
Job Description Example
Our growing company is looking to fill the role of support technician. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support technician
- Working in elevated areas
- Frequent use of portable ladders
- Maintaining the grounds of the plant site
- Painting and raking of plant properties
- Occasionally create or update department procedures to ensure accuracy
- Issue Safe Work Permit
- Lock and tag out equipment
- Other general labor duties as assigned
- Unload material received from vendors and transfers between Kingbird, Building 1 and Building 2 warehouses
- Move inventory from the receiving areas to bar-coded identified storage locations within the warehouse
Qualifications for support technician
- Ability to follow up on assignments from senior member of the team and complete tasks in a timely manner
- Macintosh experience including expert level support of Mac computers, IPhone, iPad
- Exeperience with Mac OS X (10.6 through 10.9), knowledge of SMB and CIFS protocol
- Bachelor’s Degree or Associate of Science degree in Information Systems/Computer Science or a closely related field preferred
- Support of Audio View equipment and VOIP Phone systems
- Self motivated and the ability to work independently with minimal supervision
2
Support Technician Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of support technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support technician
- Complete daily timecards thoroughly and accurately
- Learn to document steps accurately and legibly
- Perform any other duties as required by the supervisor or lead persons
- Functions as a direct interface between the IT Department and the user community
- Provides maintenance to the Avaya and Cisco PBX and Voice Mail systems
- Liaise among stakeholders in order to document failure modes and usage of the troubleshooting tools train others in the group how to utilize these tools for remote troubleshooting
- Log detailed reports documenting customer problems and other related situations, handle other administrative responsibilities
- Sterilize and/or remove used laboratory materials (e.g., eggs, culture tubes, waste)
- Production of prototype equipment and any specialist equipment where necessary to assist in the support and development roles
- Working offsite which will require extensive travel in the UK and abroad
Qualifications for support technician
- Thorough understanding of Desktop computing environments
- Understanding of VLAN concepts
- Knowledgeable with VoIP and Wifi devices
- High School Diploma along with 2 years of general work experience and one year of related experience required
- Minimum of (2-4) years of job related experience with an understanding of Telecommunications fundamentals
- Proficient in the administration, maintenance and support for All Avaya’s PBX / Voice Mail platforms
3
Support Technician Job Description
Job Description Example
Our company is growing rapidly and is hiring for a support technician. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support technician
- Technical Customer Phone Support
- Serve as liaison between customer and IPG technical staff
- Issue RMAs as required and ensure RMA database entries are current
- Coordinate scheduling of repair activities at IPG, both warranty and non-warranty
- Support mid to high power laser pre- and post-installation activities
- Support development of training modules for both IPG and Customers
- Help manage failure analysis activities, including taking pictures and documenting failure analysis results
- Create/revise work instructions, procedures, user manuals, training documents
- Provide second level support for all software and hardware needs of end-user computing and desktop-based LAN/WAN systems
- Provide accurate record of each call in a service management tracking tool
Qualifications for support technician
- Experience in administering the Octel 250 / 350 voice-messaging platform
- Candidate should be proficient with cross-connect wiring and punch downs
- Ability to manage multiple requests in a fast paced, changing environment
- Light to medium travel required at times
- Willingness to respond quickly when on-call and working on projects after-hours
- Requires minimum 5 years knowledge of phone system support
4
Support Technician Job Description
Job Description Example
Our growing company is looking to fill the role of support technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support technician
- Creates, monitors, and tracks IT service requests and projects in the Help Desk Database
- Maintain individual marketability by staying informed on technological advances, expanding knowledge base, and pursuing educational opportunities
- Provides oversight and administration of assigned applications, systems and functions with IT scope of responsibility, including preventative maintenance, crisis management, monitoring, documentation, and daily support
- Project manages upgrades, enhancements, and required updates for assigned systems
- Develop and/or participate in cross training on all primary or secondary POC systems/functions
- Maintain standard images for supported hardware configurations
- Provide initial single Point of Contact issue resolution
- Provide resolutions or workarounds to support issues
- Provide an onsite presence, and assist the remote support teams where required
- 2nd and 3rd Level desktop and infrastructure support via tickets raised and assigned in Service Now
Qualifications for support technician
- Experienced in Altiris & SCCM (Imaging, packaging, scripting)
- Provide Level 1 and some Level 2 support and information on all approved hardware, software, networks and systems
- Communicate and coordinate problem solving efforts with users, other IS support staff, and vendor technicians
- Ensure that all problems/solutions are properly documented using standard problem tracking tools
- Associate's degree or relevant equivalent work experience
- Bachelor's degree in Management Information Systems, Computer Information Systems, Information Technology or related field
5
Support Technician Job Description
Job Description Example
Our company is searching for experienced candidates for the position of support technician. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support technician
- Communicate any further action required to team or management
- Work as part of a team to get incident queue down/resolve older and newer tickets
- Provide helpdesk desk side IT support for Code 200 users
- Troubleshoot problems and conduct research
- Maintain and modify Microsoft SharePoint sites as required
- Assist end users with any Microsoft Word, Excel, PowerPoint and Access problems
- Follow standard operating procedures for escalating calls that aren’t initially resolved
- Responsible for documenting incident status
- Executes own daily workload schedule and relevant resources requirements
- Ensures and maintains the availability of adequate resources (equip, inventory/materials, documentation, ) for the completion of daily production tasks
Qualifications for support technician
- Associate or Bachelor degree with 5+ years experience
- Solid knowledge of Apple hardware and Software required
- Experience with multi-vendor hardware troubleshooting and repair
- Excellent customer service, verbal and written communication skills are a must
- Ability and desire to learn quickly and share knowledge
- Possess interpersonal, influencing and collaboration skills