Duties and Responsibilities of the IT Technician

IT support technicians work to maintain the employer's IT systems and networks. They also help network users use relevant devices and applications by answering any questions that arise. It is partly technical work and partly customer service. IT support technicians can work directly for software and hardware companies or they can work in a company's IT department. Working hours depend on the workplace. Those who work for a company generally have normal office hours, but those who work for software companies in call centers can work shifts in a 24-hour period.

The role of the IT support technician is an entry level position. They generally work under the supervision of an IT department responsible for assigning daily tasks. IT support technicians can find work in virtually any industry. According to the Bureau of Labor Statistics, the demand for IT support technicians is expected to increase by 12 percent through 2024. This demand is due to the increasing dependence on information technology in the public and commercial sectors. .

Duties and responsibilities of the IT technician

There are several tasks that IT support technicians perform in their research both to assist users and to maintain optimal functionality for the systems on their network. We analyzed various job descriptions of the IT support technician to determine the following activities and responsibilities of the IT support technician.

Assignment and maintenance of computer equipment.

IT support technicians are responsible for configuring all hardware and ensuring that it is connected to the network. In many companies, employees receive devices such as laptops, tablets, or corporate cell phones. It is the responsibility of the IT service technician to release this equipment and diagnose and repair any malfunctions.

Diagnose hardware and software problems.

When something goes wrong, IT support technicians are the first line of defense. They are responsible for the initial diagnosis of the problem and the documentation of the results. They then formulate and execute a strategy to solve the problem.

Document and manage IT inventory

Part of maintaining the health of a network involves keeping meticulous age records of every machine on the network. Older machines are more sensitive to hardware problems and may require more frequent maintenance. IT support technicians keep track of these logs and perform these maintenance routines.

Review and resolve requests for IT helpdesk

This is the customer service part of the job. IT support technicians are the "face" of helpdesk. If someone from another department needs IT, IT support technicians answer the call. This duty requires patience and good communication skills.

Prioritize and escalate issues as needed

Some problems are more pressing than others. It is up to IT support technicians to set priorities based on severity and immediacy. Some problems that you do not have the skills to solve and should be addressed to the IT supervisor. Each company has a slightly different protocol for this process.

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