IT Support Technician Job Descriptions, Average Salary, Interview Questions

[Your Company Name] is searching for an experienced IT support technician to join our team and help our users get the support they need. As an ideal candidate, you are licensed and have proven experience maintaining and monitoring computer systems and networks, solving complex technical issues, and collaborating with team members across all departments and external users to assist them with their technical requirements.

Typical duties and responsibilities

• Install and configure computer software, hardware, networks, and peripheral equipment
• Troubleshoot and resolve software and hardware issues quickly and efficiently
• Provide steps to help internal and external users resolve technical problems
• Maintain technical support procedures and reports
• Analyze records and logs to spot underlying trends and potential issues
• Support the implementation of new solutions or applications
• Create accounts for new users and assist with password or login problems
• Test and evaluate new technology
• Provide insight into technical requirements
• Repair and replace equipment as necessary

Education and experience

• Bachelor’s degree in computer science or a related field
• 2+ years of experience in a technical support role

Required skills and qualifications

• Experience with a variety of software, hardware, and applications
• Strong analytical skills
• Excellent customer service skills in solving technical issues
• Good communication skills 
• Ability to work fast under pressure
• Excellent problem-solving skills

Preferred qualifications

• Ability to prioritize work
• Extensive experience working with different operating systems, hardware, or network systems 
• Certification in Microsoft, Linux, Cisco, etc.
• Experience in tech support, desktop support, or a similar role

Duties and responsibilities

• Supports the Technology Coordinator and effectively carries out assigned duties
• Configuration & deployment of 1:1 devices
• Direct support for students, teachers and administrators
• Mobile device management using Jamf Pro
• Infrastructure Maintenance: Meraki Networking, Nutanix VM
• Google Workspace management
• Resolution of IT Help Desk tickets
• Support for hardware or software installation, configuration, and troubleshooting for all district technology users
• Support for Epson BrightLink and Promethean Interactive boards
• Support assistance for NWEA and New Meridian Testing
• Support and Troubleshooting PowerSchool SIS
• VOIP Phone Support
• Inventory management of district equipment
• Training for end users technology and software
• Troubleshooting and analysis of complex issues

Qualifications

• 1-3 years of experience with Windows, Apple, and Chromebook devices
• 1-3 years of IT Support
• Experience with Google Workspace, PowerSchool SIS, or MDM preferred
• Desired experience with Windows Systems Administration, Active Directory, DHCP & DNS, Veeam, Nutanix
• One or more industry certifications: A+, Network +, Microsoft, or Google is a plus

Responsibilities

Under direct supervision from senior team members, provide service desk support, and resolve problems to practitioner’s satisfaction

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Troubleshoot and resolve all problems encountered with hardware and software. Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment
• Provide on-site desktop/laptop support including new hardware setup, imaging, and deployment
• Provide minor telecom system support including mobile devices, voicemail, and user programming
• Utilize and maintain ServiceNow

Assist with on-boarding and off-boarding of users

• Ensure work station has computer, monitor, keyboard, mouse, desk phone, and any additional specialized equipment. Install, test and configure new workstation, peripheral equipment, and software
• Conduct technology training for new user
• Ensure all documented processes are followed to ensure Baker Tilly’s data and assets are protected

Provide support to the technology team

• Maintain inventory of all equipment, software, and software licenses
• Conduct briefings and demonstrations for uses to enhance system productivity
• Assist in the development of training coursework and materials

Maintain and expand the knowledge base in the area of expertise

• Successful completion of initial start-up plan, to develop a solid understanding of the organization’s core technologies
• Attend courses to develop and keep skills and knowledge current
• Comply with continuing education requirements
• Increase efficiencies, technical ability and interpersonal skills

Qualifications

• Associate’s degree in a field such as Computer Technology or related field. Certifications such as MCP, A+, and HDI Support Center Specialist preferred
• Minimum of one (1) year prior experience with providing workstation support
• Ability to work independently or as part of a team effectively.
• The ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional client service is required
• Sound written and verbal communication skills necessary to effectively interface with all levels of Firm management, practitioners, clients, and other external business contacts
• Strong analytical and organizational skills are necessary
• A sense of urgency and a commitment to timely completion of projects. Attention to detail along with a commitment to quality and confidentiality

Duties and responsibilities

• Respond to daily end user support requests, such as hardware, software, peripheral, mobile device, and VOIP phone issues for both on-site and remote users
• Ability to setup, configure, and roll-out of hardware and software as needed
• Organize and maintain IT Inventory and assist in the deployment/retirement of hardware as needed
• Document incidents and processes as directed and ensure that all tickets requiring follow up work and/or calls receive appropriate attention
• Maintain, analyze, and troubleshoot, software and computer peripherals
• Assist in developing and documenting improvements to current processes
• Test, image and clean PC’s, laptop, monitors, printers, and other related hardware
• Escalate all service requests and change orders that may require additional resources for timely closure or escalated priority
• Complies with all IS Policies, Procedures and Standards including but not limited to: Systems/Workstation Security, HIPAA Privacy, and Security Regulations associated with Electronic Protected Health Information (ePHI)
• Stay abreast of new and emerging security threats and mitigation approaches for your respective area and perform periodic security reviews of your assigned areas
• Work to ensure regulatory compliance (HIPAA, etc.) in all aspects of data utilization and information access
• Ensure all proposed changes follow the Change Management policy and procedure for production changes
• Use, protect, and disclose patient’s protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards and enforce such for all direct reports
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
• Report any security or HIPAA violations or concerns to the HIPAA Officers in a timely fashion

Qualifications

• Minimum of 2-3 years prior experience in a Technical Support capacity
• Ability to be part of an on-call rotation and work a flexible schedule as needed
• Position is based in (City, State), with occasional travel to (City, State). Initial training will be based out of Parsippany. Candidate must be willing and able to travel to either location as needed
• Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
• Ability to effectively communicate and provide support over the phone for remote staff and customers
• Ability to be a flexible, team player and willingness to learn in a fast-paced environment are a must
• Ability to lift heavy equipment and perform manual labor as needed
• At least 2 years of hands on technical knowledge of laptop and desktop design and software installation experience in a break-fix environment
• Ability to complete all assigned tasks as scheduled including, but not limited to:
• Filling out Standard Checklists as required
• Entering Service Requests into the call tracking system
• Log all calls into the call tracking system ensuring that the user name and related details are recorded accurately
• Escalating Service Requests to the appropriate group or individuals as detailed in a timely and efficient manner
• Exceptional Customer Service and communication skills, both verbal and written
• Must be a self-starter with the ability to adhere to procedure
• Expert knowledge of Microsoft Windows 10, Internet Explorer, and Microsoft Office
• Experience using Office 365 is a plus
• Knowledgeable about endpoint protection and associated best practices
• Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanner, etc.
• Strong analytical, logical thinking and problem-solving skills
• Excellent organizational and follow-up skills with strong attention to detail