Key Responsibilities and Required Skills for a Ticketing Technician

🎯 Role Definition

Are you a natural problem-solver with a passion for technology and helping others? As our next Ticketing Technician, you will be the backbone of our IT support team and the first point of contact for our valued employees. You will be responsible for skillfully managing, troubleshooting, and resolving a wide range of technical issues, ensuring our team can work efficiently and without interruption. This role is absolutely crucial for maintaining company-wide productivity and serves as an excellent launchpad for a thriving career in the Information Technology sector. If you excel at providing outstanding customer service and technical solutions, we want to hear from you.

📈 Career Progression

Typical Career Path

Entry Point From:

IT Intern / Apprentice
Technical Customer Service Representative
Recent graduate from a technical program or IT bootcamp

Advancement To:

Senior Help Desk Analyst / Tier 2 Support Technician
Systems Administrator
Network Administrator
IT Team Lead

Lateral Moves:

NOC (Network Operations Center) Technician
Junior Quality Assurance (QA) Analyst
IT Asset Coordinator

Core Responsibilities

Primary Functions

Serve as the initial point of contact for all IT-related support requests, providing friendly and effective assistance via phone, email, and a centralized ticketing system.
Manage the entire lifecycle of support tickets from creation to resolution, ensuring detailed and accurate documentation of all troubleshooting steps and user communications.
Perform first-level diagnosis and resolution of technical hardware and software issues, including desktops, laptops, peripherals, and mobile devices.
Troubleshoot and resolve issues related to operating systems (Windows/macOS), standard office applications (Microsoft 365), and proprietary business software.
Escalate unresolved or complex incidents to the appropriate Tier 2/Tier 3 support teams, providing comprehensive notes to ensure a smooth and efficient hand-off.
Administer user accounts and permissions within Active Directory and Azure AD, including creating new user accounts, password resets, and managing group policies.
Install, configure, and upgrade computer hardware, software, and operating systems to maintain a consistent and secure computing environment for all users.
Provide prompt remote assistance to end-users utilizing tools like Remote Desktop, TeamViewer, or Quick Assist to expedite issue resolution for our distributed workforce.
Adhere to and actively work towards meeting and exceeding established Service Level Agreements (SLAs) for ticket response and resolution times.
Develop and maintain a robust technical knowledge base by creating clear and concise documentation for common issues and their proven solutions.
Assist with the onboarding and offboarding of employees, including new hire workstation setup, account provisioning, and equipment collection.
Diagnose and resolve basic network connectivity issues, including Wi-Fi, LAN, and VPN access problems for both on-site and remote users.
Perform regular maintenance and health checks on IT equipment to proactively identify and address potential problems before they impact users.
Manage and maintain an accurate inventory of all IT hardware, software licenses, and peripheral assets using asset management software.
Educate and train end-users on the proper use of hardware and software to increase user self-sufficiency and reduce the volume of recurring support requests.
Collaborate effectively with the broader IT team on various projects, such as system upgrades, software rollouts, and infrastructure improvements.
Identify recurring technical issues and trends to report to senior staff, contributing to long-term problem management and systemic improvements.
Provide hands-on support for audio/visual equipment in conference rooms, ensuring critical meetings and presentations run smoothly.
Manage corporate mobile devices (smartphones, tablets) through Mobile Device Management (MDM) platforms, including setup, configuration, and security enforcement.
Liaise with third-party vendors for warranty claims, hardware repairs, and the procurement of new hardware or software as needed.
Ensure all IT support activities are conducted in strict compliance with company security policies and data protection standards.
Monitor system alerts and performance dashboards, responding promptly to any indicators of service disruption or degradation.

Secondary Functions

Contribute to the continuous improvement of help desk processes, workflows, and documentation.
Participate in the evaluation and testing of new hardware and software being considered for corporate use.
Assist senior IT staff with infrastructure projects and system deployments as directed.
Participate in team meetings and planning sessions to align with departmental goals and priorities.

Required Skills & Competencies

Hard Skills (Technical)

Proficiency with IT Service Management (ITSM) ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or ConnectWise.
Strong working knowledge of modern operating systems, including Windows 10/11 and macOS.
Hands-on experience with Active Directory and/or Azure Active Directory for user account and group management.
Expertise in supporting the Microsoft 365 suite, including Outlook, Teams, SharePoint, Word, and Excel.
Solid understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN).
Proven ability to troubleshoot and repair PC and laptop hardware, printers, and other peripherals.
Experience using remote support and diagnostic tools to assist a distributed user base.
Familiarity with Mobile Device Management (MDM) solutions like Microsoft Intune or Jamf.
Basic knowledge of scripting (PowerShell, Bash) for task automation is a significant plus.
A foundational understanding of ITIL frameworks and best practices in IT service delivery.

Soft Skills

Exceptional customer service mindset with a genuine focus on empathy, patience, and professionalism.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Strong analytical and problem-solving capabilities with a keen attention to detail.
Superior time management and prioritization skills to handle multiple tickets and competing tasks simultaneously.
Ability to remain calm, composed, and effective in high-pressure situations.
A collaborative, team-player attitude with a strong willingness to share knowledge and support colleagues.
A proactive and resourceful approach to learning new technologies and resolving challenging issues.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED. An Associate's degree in a technical field is often preferred.

Preferred Education:

Bachelor's Degree in a related field.
Industry certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation.

Relevant Fields of Study:

Information Technology
Computer Science
Management Information Systems

Experience Requirements

Typical Experience Range:

1-3 years of direct experience in an IT help desk, service desk, or technical support role.

Preferred:

Experience in a fast-paced corporate environment supporting 100+ users.
Demonstrated experience providing both remote and in-person deskside support.