Key Responsibilities and Required Skills for Entry Technician

🎯 Role Definition

Welcome to a foundational role that serves as the backbone of our organization's technical operations! As an Entry Technician, you are the first point of contact for our internal teams, providing critical support and ensuring the seamless operation of our technology infrastructure. This position is a fantastic opportunity to apply your technical curiosity and problem-solving skills in a real-world environment. You will be instrumental in diagnosing and resolving technical issues, managing hardware and software assets, and contributing to the overall stability and efficiency of our IT ecosystem. If you are passionate about technology and eager to build a robust career in IT, we invite you to join our dynamic and supportive team.

📈 Career Progression

Typical Career Path

Entry Point From:

Recent graduates from a technical program, trade school, or university.
Individuals holding foundational IT certifications (e.g., CompTIA A+, Google IT Support).
Customer service professionals with a strong technical aptitude and a desire to transition into IT.

Advancement To:

IT Support Specialist / Help Desk Analyst (Level II)
System Administrator or Junior Systems Engineer
Network Technician or Junior Network Administrator

Lateral Moves:

Junior Cybersecurity Analyst
IT Project Coordinator

Core Responsibilities

Primary Functions

Provide first-level contact and proactive issue resolution for all end-users experiencing hardware, software, and network connectivity problems.
Install, configure, and meticulously maintain desktop/laptop hardware, operating systems (Windows/macOS), and peripherals according to corporate standards.
Perform in-depth diagnostic tests to accurately identify and troubleshoot technical issues, utilizing remote access tools and providing in-person support as needed.
Diligently document, track, and monitor all support incidents and user requests within our IT service management (ITSM) platform (e.g., ServiceNow, Jira).
Escalate complex and unresolved queries to the appropriate senior-level support personnel, providing detailed documentation of preliminary troubleshooting efforts.
Manage user accounts, security groups, and permissions within Active Directory and Azure AD, including new account creation, password resets, and access modifications.
Execute the setup, deployment, and imaging of new computer systems and equipment for new hires as a key part of the employee onboarding process.
Conduct comprehensive hardware and software inventory management, ensuring all IT assets are accurately tracked, recorded, and accounted for throughout their lifecycle.
Assist in the basic administration and maintenance of local area networks (LANs), wireless networks, and VPN connectivity to ensure reliable access.
Provide end-user training and create support documentation on company-standard applications, including the Microsoft 365 suite and proprietary software.
Physically repair and replace faulty computer components such as hard drives, RAM, power supplies, and video cards to minimize downtime.
Configure, deploy, and support corporate-managed mobile devices (iOS/Android), ensuring their secure connection to the corporate network via MDM solutions.
Actively contribute to the creation and maintenance of the internal knowledge base with technical documentation, how-to guides, and troubleshooting articles.
Monitor system performance dashboards and alerts to proactively identify and address potential issues before they impact business operations.
Set up, test, and provide technical support for audio/visual (A/V) equipment in conference rooms for meetings, presentations, and company-wide events.
Strictly adhere to all IT security policies and procedures, assisting with patch management and antivirus software deployment to protect company data.
Perform scheduled system updates, security patching, and software deployments using enterprise tools like Microsoft Intune or SCCM.
Provide both on-site and remote technical support to a diverse user base, including employees at headquarters, branch offices, and remote/home offices.
Collaborate effectively with senior technicians and systems engineers on larger IT projects, infrastructure upgrades, and technology rollouts.
Troubleshoot and resolve a wide range of issues related to network printers, scanners, and other shared peripheral devices.
Assist in the management of data backup and recovery procedures, performing test restores to ensure the integrity and availability of critical information.
Participate in an on-call rotation schedule to provide after-hours and weekend support to address urgent business needs.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis for IT asset management.
Contribute to the organization's data strategy and roadmap by providing feedback on support trends.
Collaborate with business units to translate data needs into engineering requirements for reporting.
Participate in sprint planning and agile ceremonies within the data engineering team.
Evaluate new software or hardware and provide feedback and recommendations to IT leadership.

Required Skills & Competencies

Hard Skills (Technical)

Strong proficiency in diagnosing and supporting modern operating systems, including Windows 10/11 and macOS.
Foundational knowledge of Active Directory for user and computer account management.
Solid understanding of core networking principles, including TCP/IP, DNS, DHCP, and Wi-Fi.
Hands-on experience troubleshooting and repairing PC hardware components (desktops, laptops) and peripherals (printers, monitors).
Experience with the Microsoft 365 (formerly Office 365) suite, including user administration and troubleshooting Outlook and Teams issues.
Familiarity with using an IT ticketing or ITSM system, such as ServiceNow, Jira Service Management, or Zendesk.
Ability to use remote desktop tools (e.g., Microsoft Remote Desktop, TeamViewer, LogMeIn) to support a remote workforce.
Basic understanding of IT security best practices, including malware removal, phishing prevention, and endpoint protection.
Experience configuring and troubleshooting smartphones and tablets (iOS and Android).
Knowledge of computer imaging and software deployment technologies (e.g., MDT, Intune).

Soft Skills

Exceptional problem-solving and analytical abilities with a logical, methodical approach.
Excellent customer service orientation with a demonstrated ability to be patient, empathetic, and professional.
Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
High level of attention to detail and strong organizational and time-management skills.
Ability to work effectively both independently and as a collaborative member of a team.
A proactive mindset and an enthusiastic eagerness to learn new technologies and grow professionally.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED Equivalent.

Preferred Education:

Associate's or Bachelor's Degree in a relevant technical field.
Completion of a technical trade school program or IT bootcamp.

Relevant Fields of Study:

Information Technology
Computer Science
Management Information Systems (MIS)

Experience Requirements

Typical Experience Range:

0-2 years of experience in a technical support, help desk, or customer service-oriented role.

Preferred:

Experience gained through internships, co-op programs, volunteer work, or part-time employment in an IT support environment is highly desirable.
CompTIA A+, Network+, or Google IT Support Professional certification is a significant plus.