Torchora
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Key Responsibilities and Required Skills for Tech Assistant

💰 $45,000 - $65,000

Information TechnologyTechnical SupportAdministrativeEntry-Level

🎯 Role Definition

Are you a tech-savvy individual with a passion for problem-solving and a desire to kickstart your career in the technology sector? This role requires a motivated and detail-oriented Tech Assistant to join our growing team. In this pivotal role, you will be the first line of support for our internal teams, ensuring our technology infrastructure runs smoothly and efficiently. You'll handle a diverse range of tasks, from troubleshooting hardware and software issues to assisting with system administration and supporting exciting new tech projects. The ideal candidate is an excellent communicator, a natural at multitasking, and eager to learn and grow in a fast-paced, collaborative environment. If you're ready to make a tangible impact and be the go-to technical resource for our company, we want to hear from you.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative (with a technical aptitude)
  • Recent Graduate (IT, Computer Science, or related field)
  • Administrative Assistant (in a tech company)
  • IT Help Desk Intern

Advancement To:

  • IT Support Specialist (Level II/III)
  • Junior System Administrator
  • Network Technician
  • DevOps Associate

Lateral Moves:

  • Project Coordinator
  • QA Tester / Analyst
  • Technical Writer

Core Responsibilities

Primary Functions

  • Provide first-level contact and issue resolution for all internal users experiencing hardware, software, and networking problems.
  • Diligently log, track, and manage all incoming support requests through our IT service management (ITSM) platform, such as Jira Service Desk or Zendesk.
  • Install, configure, and upgrade computer hardware, operating systems (Windows/macOS), and a wide range of software applications.
  • Manage user accounts and permissions across various platforms, including Active Directory, Google Workspace, and Microsoft 365, ensuring proper onboarding and offboarding procedures.
  • Set up and deploy new workstations, laptops, mobile devices, and peripherals for new hires and existing employees.
  • Perform routine maintenance and system checks to ensure the stability and security of our IT environment.
  • Troubleshoot and resolve issues with printers, scanners, and other shared office peripherals to minimize downtime.
  • Assist in maintaining an accurate inventory of all technology assets, including hardware, software licenses, and accessories.
  • Guide users through step-by-step solutions, using clear and concise language to help them resolve their technical issues.
  • Escalate complex and unresolved issues to senior IT staff or specialized technical teams in a timely and effective manner.
  • Develop and maintain user-facing and internal technical documentation, FAQs, and knowledge base articles.
  • Assist in the administration and maintenance of company communication tools like Slack, Microsoft Teams, and video conferencing systems (Zoom, Google Meet).
  • Monitor system performance and alerts, proactively identifying potential issues before they impact the business.
  • Support the setup and technical operation of audio/visual equipment for company meetings, town halls, and events.

Secondary Functions

  • Participate in IT projects, such as office moves, system migrations, or the rollout of new technologies, providing hands-on support.
  • Assist senior staff in evaluating new software and hardware to determine its suitability for the organization's needs.
  • Support the IT team in patch management and vulnerability remediation efforts to enhance system security.
  • Collaborate with the security team to enforce IT policies and promote security best practices among employees.
  • Generate basic reports on help desk ticket trends, system performance, and inventory status for management review.
  • Provide ad-hoc training sessions to employees on new software, tools, or best practices to improve overall tech literacy.
  • Assist in managing relationships with third-party vendors for hardware procurement and support services.
  • Contribute to the continuous improvement of IT processes and workflows by providing feedback and suggesting optimizations.

Required Skills & Competencies

Hard Skills (Technical)

  • Operating Systems: Strong proficiency in troubleshooting and supporting modern desktop operating systems, including Windows 10/11 and macOS.
  • Productivity Suites: Advanced knowledge of administering and supporting Microsoft 365 and/or Google Workspace (G Suite).
  • Ticketing Systems: Hands-on experience with IT Service Management (ITSM) platforms like Jira, Zendesk, ServiceNow, or similar.
  • Hardware Troubleshooting: Proven ability to diagnose and resolve issues with laptops, desktops, printers, and mobile devices (iOS/Android).
  • Basic Networking: Fundamental understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi networking concepts.
  • User Management: Familiarity with user account management in Active Directory, Azure AD, or other identity management systems.
  • Remote Support Tools: Experience using remote desktop tools like TeamViewer, AnyDesk, or native RDP to support a distributed workforce.

Soft Skills

  • Problem-Solving: A logical and analytical approach to identifying, troubleshooting, and resolving technical problems efficiently.
  • Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
  • Customer Focus: A strong commitment to providing exceptional service and a positive support experience for all employees.
  • Time Management: Superior organizational skills with the ability to prioritize tasks and manage a high volume of requests in a dynamic environment.
  • Attention to Detail: Meticulous and thorough in all tasks, from logging tickets to configuring hardware, ensuring accuracy and quality.
  • Adaptability: Ability to quickly learn new technologies and adapt to changing processes and priorities.

Education & Experience

Educational Background

Minimum Education:

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

Preferred Education:

  • Associate's or Bachelor's degree in a technology-related field.
  • Certifications such as CompTIA A+, Network+, or Google IT Support Professional Certificate are highly desirable.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems
  • Computer Engineering

Experience Requirements

Typical Experience Range: 0-2 years of experience in a help desk, IT support, or a related technical customer service role.

Preferred: Internship or professional experience in a corporate IT environment is a significant plus. Experience supporting a remote or hybrid workforce is also highly valued.

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