Technology Support Job Description

Technology Support Job Description

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Technology support provides hands-on support for Microsoft Windows & Apple Macintosh operating systems, Microsoft Active Directory & Novell ZENworks directory services, smart phones and wired/wireless network solutions.

Technology Support Duties & Responsibilities

To write an effective technology support job description, begin by listing detailed duties, responsibilities and expectations. We have included technology support job description templates that you can modify and use.

Sample responsibilities for this position include:

In partnership with the Employee Care position, oversees administrative requirements to ensure a seamless on boarding and off boarding experience especially with relation to computer access, VPN, BYOD and similar on boarding assignments
In partnership with the Employee Care position, oversees administrative requirements to ensure a seamless on/off boarding experience especially with relation to computer access, Virtual Private network (VPN), Bring Your Own Device (BYOD) and similar on boarding assignments
Provide end user training on various Microsoft Office productivity topics
Responsible for resolving computer problems related to Windows 7 & 8, Windows applications, Microsoft Office products including MS Outlook, MS-Lync, McAfee Antivirus and Mac OS X (including virus and OS patch updates)
Support MS Office/Outlook for Mac and Windows 8/10 (on a PC or within a VM) and Microsoft Office including Outlook and Skype for Business
Primary point of contact for users seeking resolution to technical issues
Provide first level troubleshooting and incident resolution, utilizing established troubleshooting protocols and documentation to resolve a majority of incidents on first contact
Where first level resolution is not possible, determine incident severity based on current service level agreements and assign to higher level support analysts as appropriate
Respond to incidents with a goal to meet or exceed established Service Level Agreements (SLA’s)
Follow-up on all trouble tickets to ensure issues are resolved in a timely manner, working with outside vendors where necessary

Technology Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technology Support

List any licenses or certifications required by the position: MCSE, MCP, ITIL, OEM, HDI, CISCO, ACMT, SSO, MCDST, CTS

Education for Technology Support

Typically a job would require a certain level of education.

Employers hiring for the technology support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Information Technology, Education, Technical, Engineering, Math, Computer Engineering, Computer Information Technology, Networking Technology, Computer Technology

Skills for Technology Support

Desired skills for technology support include:

Active Directory
Windows operating systems
Microsoft Office
VPN
Cisco systems
Coding and command prompts
Basic networking
Ability to learn user management functionality for financial services software
ITIL practices
Working in a Corporate IT environment

Desired experience for technology support includes:

Facilitates day-to-day equipment and technology inventory/support activities for Compliance including AML located in Toronto
Acts as primary IT liaison and resolves conflicts/issues and escalates others as appropriate
Analysis and investigation of in-house technical issues (Prior to issuing a ticket)
Co-ordinate the refresh program for Desktop PCs, WBTs, Laptops, Printers (MFU, Host), Blackberry’s, Special OTC applications
Stakeholder for specifications and requirements automated systems that affect on boarding/off boarding especially Workforce Planning (WFP), to ensure these systems optimize the effectiveness of automated solutions for these processes
Assist with enrollment in and maintenance for SharePoint sites, shared folders, SharePoint access for external users, and related requests

Technology Support Examples

1

Technology Support Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technology support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technology support
  • Act as primary IT liaison and resolves conflicts/issues and escalates to others as appropriate
  • Assist with the refresh program for Desktop PCs, Windows Based Terminal (WBTs), Laptops, Printers (MFU, Host), Blackberry’s, and special Over-the-Counter (OTC) applications
  • Assist with implementation of the Desktop Virtualization Project (DVP),including being involved with ACS for any testing of applications and suitability around user allocation
  • Assist in the day to day management of the Technical CompNet ticketing system
  • Manage reporting from the Technical CompNet ticketing system
  • Assists with the disaster recovery planning for AML and ensures execution within timelines dictated by business criticality
  • Provide desktop / end user technical support when needed, for Cleveland Foundation staff members
  • Monitor existing support tickets and escalation of tickets in various queues
  • Keep Director of IT Infrastructure apprised of critical issues, and customer incidents
  • Communicate / Email out tech alerts to Cleveland Foundation staff, as necessary
Qualifications for technology support
  • Minimum of 6 years system/application experience related to credit card processing
  • Position requires Brokerage or Securities Industry experience and superior written, verbal, and problem solving skills
  • Partner with 3rd Party vendor on various server / system tech support matters
  • Documentation of client hardware inventory into helpdesk management system database
  • Partner with Director of IT Infrastructure on the documentation of IT support policies, procedures, and service level agreements
  • Establish, implement and drive adoption of IT policies, standards and procedures where applicable
2

Technology Support Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of technology support. 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 technology support
  • Reviews all implementation requests for accuracy and completeness of required setup information verifies the validity of the request against the customer profile/program in designated systems
  • Ensures that implementation requests are completed within defined SLAs for each product
  • Manages one time and recurring billing charges for select products on a consistent basis
  • Ensure compliance with all bank and internal policies and procedures
  • Provides back-up customer support via phone or e-mail as needed
  • Provides as needed assistance with special assignments
  • Perform regular maintenance, modification, addition, and closing for existing programs
  • Assists with user testing exercises (on an as needed basis) for select systems that require full regression testing of setup functions
  • Maintains and proactively reviews existing customer setups to ensure client profiles/programs are current within the applicable system
  • PC hardware and software deployment
Qualifications for technology support
  • Broad technical background working with various databases (Oracle, Sybase, MS Sql, MySQL…), middleware technologies (Websphere, Weblogic, JBoss, .), multiple platforms (Microsoft, UNIX, Linux, .), various monitoring software packages
  • Possess detailed knowledge of TS1 platform and Microsoft Internet Explorer and other browser applications experience with complex database administration
  • Occasional evening and weekend hours may be required
  • Support center for Several accounts providing 1st and 2nd line support for vendor hardware
  • Take customer calls to report outages on hardware, basic 1st line troubleshooting will be perform if not 2nd line troubleshooting will be provided, as a last resource hardware will be replaced
  • This will be done for several accounts and hardware all of them will be manage wireless or will have network connectivity
3

Technology Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of technology support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technology support
  • Provide technical support to on-site and remote customers in person at the walk up, over the phone, or via email with a concerted focus on a Service First Customer Support approach
  • Prioritize multiple requests and respond to requests submitted via an Incident tracking system
  • Maintain accurate inventory of hardware including but not limited to laptops and mobile devices
  • Coordinate with outside vendors as needed
  • Disseminate technical knowledge via ticketing system, conferences and written documentation to colleagues
  • Fulfill project-related tasks as assigned by supervisor
  • Makes independent decisions on how to shift priorities of the current day / week
  • Heavily involved in the Organizational Change Management Process, while assisting the business in contacting the Global Service Desk directly for any and all issues outside of the Executive Support staff and their team
  • Answers, evaluates and provides guidance to executives experiencing problems with hardware, software, LAN/WAN connectivity, telecom, email and other desktop/laptop related issues
  • Interviews executives to collect information about issue and leads user through diagnostic procedures to determine initial diagnostics and next steps that will lead to resolution
Qualifications for technology support
  • Technically proficient professional with superior customer service and communication skills along with the ability to build rapport and strong business relationships with the user community
  • Experienced in providing end user support in a fast paced environment
  • Position requires the ability to solve technical problems live in person and virtually using remote control tools
  • Associate’s Degree in computer or technology field or minimum 1-3 years of related experience within a corporate IT department
  • Uses customer-service oriented techniques to obtain and resolve problem information, and responds quickly and competently to customer requests
  • Self-motivation, team player attitude, excellent communication skills, and the capacity to work with minimum supervision
4

Technology Support Job Description

Job Description Example
Our innovative and growing company is looking for a technology support. 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 technology support
  • Follows training plan for Executives and their team
  • Ensures new solutions are documented in the KB to increase First Call Resolution
  • Ensures all projects assigned to them are completed in a timely manner
  • Escalates higher level issues to application, operations and infrastructure support teams for additional research and troubleshooting when a resolution cannot be established in a reasonable timeframe
  • Follows the after-hours on call rotation schedule in order to provide emergency support for our customers
  • Ensure that product finalization and maintenance is aligned with business strategy
  • Support Team GSC
  • Maintain integrity of product line and formulate new final products from prototypes developed by Global PD
  • Create and conduct initial field testing of finalized product
  • Perform and document appropriate lab tests to generate technical data and analytical information relating to product performance for new formulas and raw materials
Qualifications for technology support
  • Customer questions will be responded also assistance on 1st confirmation of hardware
  • Ability to interact with all levels of leadership, both within and outside the organization
  • Comfortable in high stress/high profile environment and ability to determine when to escalate issues to management
  • Ability to stay current with paperwork, documentation and information on latest technologies
  • Detail oriented and organized with the ability to work on multiple projects concurrently
  • Punctual and able to meet commitments and deadlines
5

Technology Support Job Description

Job Description Example
Our growing company is looking to fill the role of technology support. 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 technology support
  • Review and revise the backend of our online support system that our team depends on to reply to our panel members
  • Define, develop and mature phone/ticket handling processes to ensure appropriate and timely escalations and information sharing within the organization
  • Relationship building – Interact with internal and external customers
  • Maintain inventory of assets ( devices, software)
  • Leads entry and experienced level staff
  • Decisions typically at the team level and are limited to daily operational issues
  • Analyzes information from team and provides recommendations for resolution
  • Helps team incorporate data into decision making processes
  • Identifies talent needs
  • Translates teams actions to team/department goals
Qualifications for technology support
  • Familiarity with LDAP, SMTP, IMAP, SSH, SSL, IP
  • Understanding of data security procedures within mobile device functions
  • Familiar with system administration, including laptop/server maintenance, support, and repairs
  • Two to five years of experience configuring, installing, troubleshooting and repairing Apple workstations and laptops – Apple Genius certification is a plus
  • High School Diploma or equivalent required and college is preferred
  • Technical and business experience with a thorough working knowledge of applications, mobile computer hardware, mobile devices (Windows Mobile, iPhone, and Android)

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