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Key Responsibilities and Required Skills for End User Support Technician

💰 $45,000 - $65,000

Information TechnologyTechnical SupportHelp DeskIT Operations

🎯 Role Definition

Are you the go-to person for tech troubles? Do you thrive on solving complex puzzles and have a genuine passion for helping others succeed with technology? As an End User Support Technician, you are the face of the IT department and a critical hero to our team. You will be the first line of defense, providing timely and effective technical support to our employees, ensuring their hardware and software run smoothly so they can focus on their work. This role is perfect for a patient, communicative, and technically-savvy individual who excels in a fast-paced environment and is dedicated to delivering a world-class customer service experience.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Help Desk Intern / Apprentice
  • Technical Customer Service Representative
  • Junior IT Technician

Advancement To:

  • Senior End User Support Technician / Tier 3 Support
  • Systems Administrator
  • Network Administrator
  • IT Team Lead

Lateral Moves:

  • Junior Desktop Engineer
  • IT Asset Coordinator
  • Junior Cybersecurity Analyst

Core Responsibilities

Primary Functions

  • Serve as the initial point of contact for all end-user technical support requests, meticulously logging, tracking, and documenting issues in the IT service management (ITSM) platform (e.g., ServiceNow, Jira).
  • Provide comprehensive Tier 1 and Tier 2 troubleshooting and resolution for hardware, software, and network connectivity issues on desktops, laptops, mobile devices, and peripherals.
  • Install, configure, and upgrade computer hardware, operating systems (Windows/macOS), and a wide range of business software applications in accordance with company standards.
  • Manage user accounts and permissions within Active Directory and Azure AD, including creating new accounts, password resets, modifications, and timely de-provisioning for departing employees.
  • Administer and support Microsoft 365/Office 365 suite, including Outlook, Teams, SharePoint, and OneDrive, resolving user access and functionality issues.
  • Diagnose and resolve issues related to network access, including VPN connectivity, Wi-Fi, and local area network (LAN) connections, escalating to network engineers when necessary.
  • Perform hands-on and remote deployment of new computer systems, including imaging, data migration, and personalization for new hires as part of the employee onboarding process.
  • Conduct hardware repairs and component replacements for desktops and laptops, coordinating with vendors for warranty claims and advanced repairs.
  • Provide support for audio/visual equipment in conference rooms, ensuring video conferencing systems (e.g., Zoom, Microsoft Teams Rooms) are operational for meetings.
  • Educate and train end-users on how to effectively use hardware and software, promoting best practices for IT security and system usage.
  • Enforce IT security policies and procedures, assisting with the deployment of security software, patching, and responding to basic security alerts.
  • Manage and maintain a variety of peripheral devices, including printers, scanners, monitors, and docking stations, ensuring they are correctly configured and functional.
  • Respond to system-down emergencies with a sense of urgency, providing clear communication to affected users and management on status and resolution progress.
  • Assist in the lifecycle management of IT assets, from procurement and deployment to tracking and disposal, maintaining an accurate inventory.
  • Develop and maintain comprehensive documentation, including user guides, troubleshooting steps, and IT knowledge base articles to empower users and streamline support.

Secondary Functions

  • Participate in IT projects, such as office moves, system migrations, and technology rollouts, providing hands-on support and user coordination.
  • Assist senior IT staff with server maintenance, network equipment checks, and other infrastructure-related tasks as needed.
  • Evaluate new software, hardware, and peripherals to assess their potential value and compatibility with the existing company environment.
  • Proactively identify trends in support requests to pinpoint underlying problems and collaborate with the wider IT team to implement permanent solutions.
  • Support the mobile device management (MDM) platform, assisting users with the enrollment and troubleshooting of corporate and personal devices.
  • Generate reports from the ticketing system to analyze support metrics, identify areas for improvement, and demonstrate team performance.
  • Contribute to the continuous improvement of the employee onboarding and offboarding IT processes to enhance efficiency and security.

Required Skills & Competencies

Hard Skills (Technical)

  • Operating Systems: Deep proficiency in troubleshooting Windows 10/11 and Apple macOS environments.
  • Active Directory/Azure AD: Strong experience with user account management, group policies, and permissions.
  • Microsoft 365/Office 365: In-depth knowledge of administration and user support for the full suite, especially Teams, Outlook, and SharePoint.
  • Ticketing Systems: Hands-on experience with ITSM tools like ServiceNow, Jira Service Management, Zendesk, or similar platforms.
  • Hardware Troubleshooting: Proven ability to diagnose and repair issues with desktops, laptops, printers, and other peripherals.
  • Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi concepts.
  • Remote Support Tools: Expertise in using remote desktop tools such as TeamViewer, LogMeIn, or Microsoft Quick Assist.
  • Software Deployment: Experience with imaging and software deployment tools (e.g., SCCM, Microsoft Intune, Jamf).
  • Security Principles: Familiarity with endpoint security, antivirus management, and phishing awareness.
  • Mobile Device Management (MDM): Knowledge of platforms like Microsoft Intune or Jamf for managing iOS and Android devices.

Soft Skills

  • Exceptional Communication: Ability to explain complex technical concepts to non-technical users clearly and concisely, both verbally and in writing.
  • Customer Service Orientation: A relentless focus on providing a positive, empathetic, and helpful user experience.
  • Problem-Solving & Critical Thinking: Strong analytical skills to effectively diagnose issues, evaluate options, and implement solutions.
  • Patience & Empathy: The ability to remain calm and supportive when dealing with frustrated users.
  • Time Management & Prioritization: Skill in managing multiple tickets and tasks simultaneously in a dynamic, fast-paced environment.
  • Adaptability: Eagerness to learn new technologies and processes quickly.
  • Teamwork & Collaboration: A collaborative spirit to work effectively with colleagues in IT and across the organization.
  • Attention to Detail: Meticulous approach to documenting work, tracking assets, and following procedures.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED, coupled with relevant technical certifications.

Preferred Education:

  • Associate's or Bachelor's degree in a technology-related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems (MIS)

Experience Requirements

Typical Experience Range:

  • 1-4 years of experience in a help desk, desktop support, or end-user support role.

Preferred:

  • Professional certifications such as CompTIA A+, CompTIA Network+, or Microsoft 365 Certified: Modern Desktop Administrator Associate are highly desirable.
  • Experience supporting a multi-site or remote workforce is a significant plus.
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