Key Responsibilities and Required Skills for Workstation PC Technician

🎯 Role Definition

The Workstation PC Technician delivers hands-on technical support, maintenance, and lifecycle management for desktops, laptops, and peripherals across an organization. This role focuses on fast, accurate hardware and software troubleshooting, OS imaging and deployment, endpoint security compliance, and high-quality customer service for internal users. Ideal candidates combine strong technical skills (Windows, macOS, imaging tools, Active Directory, MDM) with excellent communication and process-driven execution.

📈 Career Progression

Typical Career Path

Entry Point From:

Help Desk Technician / IT Support Technician
Field Service Technician / Onsite Support Specialist
Junior Desktop Support / Technical Support Associate

Advancement To:

Senior Desktop / Workstation Engineer
Systems Administrator / Endpoint Administrator
IT Infrastructure Engineer or IT Manager

Lateral Moves:

Network Technician / Network Support Specialist
Endpoint Security Analyst / Security Operations Support
AV & Collaboration Support Technician

Core Responsibilities

Primary Functions

Provide first- and second-line technical support for enterprise desktops, laptops, docking stations, monitors, printers and peripherals, resolving hardware and software issues on-site and via remote-support tools with a focus on speed, accuracy and end-user satisfaction.
Perform full lifecycle management of workstations including procurement intake, asset tagging, imaging, staged configuration, deployment, decommissioning and secure data wiping in compliance with company policies.
Build, maintain and deploy standardized OS images for Windows (10/11) and macOS using imaging and endpoint management tools (SCCM/ConfigMgr, Microsoft Intune, JAMF, or equivalent) to ensure consistent, secure workstation configurations.
Troubleshoot and repair hardware failures (motherboard, CPU, RAM, storage, power supplies, displays), diagnose intermittent faults, perform component replacements and validate hardware reliability before returning equipment to users.
Manage user accounts and workstation-level access via Active Directory and Azure AD, including joining machines to domain, applying Group Policy Objects (GPOs), resetting local profiles, and troubleshooting login/authentication issues.
Install, configure and update business-critical applications, drivers and firmware; ensure compatibility, remediate application conflicts and coordinate with application owners for enterprise software deployments.
Implement and validate endpoint security controls: install and update antivirus/EDR agents, enforce disk encryption (BitLocker, FileVault), apply security baselines and remediate vulnerabilities flagged by vulnerability scanners or patch management.
Execute Windows and macOS patch management processes, validate patch rollouts, troubleshoot patch-related regressions and coordinate emergency patching outside regular maintenance windows when needed.
Provide remote support using tools such as Microsoft Remote Desktop, TeamViewer, AnyDesk, ConnectWise, or vendor-specific remote administration tools to troubleshoot user issues quickly and reduce on-site visits.
Maintain accurate, up-to-date records in the ticketing and asset-management systems (ServiceNow, Jira Service Desk, Freshservice, Lansweeper) including incident details, resolution steps, serial numbers and lifecycle status.
Escalate complex incidents to engineering or vendor support with complete diagnostic data and step-by-step reproduction information to reduce mean time to resolution (MTTR).
Support software distribution and configuration via SCCM/Intune/MDM, author and test installation packages, and maintain configuration baselines for different business units and device classes.
Diagnose and resolve network-related workstation issues (wired/wireless, VPN, DNS, DHCP) and coordinate with networking teams to troubleshoot broader connectivity incidents.
Provide expert support for thin clients, virtual desktop (VDI) endpoints, and remote worker setups, ensuring consistent performance, peripheral compatibility and secure access to corporate resources.
Carry out data backup and recovery tasks for user workstations, advise on best practices for data preservation during migrations, and assist with file restores from backups when needed.
Conduct workstation refresh and migration projects—plan schedules, image new devices, migrate user data and settings, validate application functionality, and provide end-user training for new hardware or OS versions.
Perform preventive maintenance and hardware inventory audits, identify aging or underperforming assets and recommend replacement, upgrade or retirement strategies aligned to budget and compliance requirements.
Configure and support mobile computing devices (tablets, rugged laptops) and BYOD endpoints under MDM policies, ensuring secure access and appropriate separation of corporate and personal data.
Troubleshoot and maintain printing and scanning environments at the workstation level (print drivers, networked printers, MFP authentication), logging incidents and escalating fleet-level issues to print services.
Enforce corporate IT policies and regulatory compliance on endpoints, including encryption, password policies, secure configuration standards and documentation necessary for audits.
Provide clear, user-friendly documentation, knowledge-base articles and how-to guides to empower users and improve first-contact resolution rates.
Participate in on-call rotations, scheduled maintenance windows and after-hours incident response to support business continuity and SLA requirements.
Coordinate with third-party hardware vendors and repair centers for RMA processing, warranty service, and vendor-managed repairs, managing timelines and cost approvals.

Secondary Functions

Assist IT project teams by testing and validating new workstation hardware, docking stations, monitors, and peripherals prior to large-scale rollouts.
Deliver end-user training sessions and quick-start materials for common tasks including basic troubleshooting, secure remote access, and workstation best practices.
Work with procurement to evaluate vendors, gather quotes, and advise on total cost of ownership (TCO) for workstation refresh candidates and accessories.
Help evaluate and pilot endpoint management, remote support and automation tools to improve support efficiency and reduce manual touchpoints.
Contribute to continuous improvement initiatives: streamline imaging processes, automate repetitive tasks with scripts (PowerShell), and refine support playbooks and runbooks.
Support meeting room AV and conferencing hardware troubleshooting as a supplemental responsibility when desktop demand allows.

Required Skills & Competencies

Hard Skills (Technical)

Windows OS administration (Windows 10/11), including installation, imaging, patch management and GPO configuration.
macOS troubleshooting and deployment (including JAMF or other macOS management tools).
Endpoint management and imaging tools: Microsoft SCCM/ConfigMgr, Intune/MEM, JAMF Pro, Autopilot or equivalent.
Active Directory and Azure AD user and device management, Group Policy application and troubleshooting.
Hardware diagnostics and repair: laptop/desktop components, storage (HDD/SSD), RAM, power, displays and docking stations.
Networking fundamentals: TCP/IP, DNS, DHCP, VPN client troubleshooting and basic wireless connectivity diagnostics.
Remote support tools and processes (MSRDP, TeamViewer, ConnectWise, AnyDesk, LogMeIn).
Mobile Device Management (MDM) and BYOD configuration experience.
Antivirus/EDR, disk encryption (BitLocker, FileVault), and endpoint security best practices.
Ticketing & asset management systems: ServiceNow, Jira Service Desk, Freshservice, Lansweeper or similar.
Scripting and automation basics (PowerShell, Bash) for task automation and deployment tasks.
Printer and peripheral troubleshooting (drivers, networked printers, MFPs).

Soft Skills

Strong written and verbal communication — able to explain technical issues clearly to non-technical users.
Customer-focused mindset with empathy, patience and excellent interpersonal skills.
Analytical troubleshooting and structured problem-solving approach.
Time management and prioritization under competing SLA-driven demands.
Team player with the ability to work independently and follow process-driven workflows.
Detail-oriented with strong documentation and knowledge-base contribution practices.
Adaptability to fast-changing technology, hardware refresh cycles and remote work requirements.
Professionalism and discretion when handling confidential user data.
Proactive attitude toward continuous learning and process improvement.
Stress tolerance and resilience when supporting critical incidents and after-hours events.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent; relevant IT certifications or vocational training acceptable.

Preferred Education:

Associate’s degree or Bachelor’s degree in Information Technology, Computer Science, Information Systems or related field.

Relevant Fields of Study:

Computer Science
Information Technology / Information Systems
Electronics / Telecommunications
Technical Vocational Training in PC Repair

Experience Requirements

Typical Experience Range:

1 to 5 years supporting end-user computing environments; entry-level candidates with strong certification and hands-on experience may be considered.

Preferred:

3+ years of enterprise desktop/laptop support experience, including imaging and deployment, Active Directory management, and endpoint management tools (SCCM/Intune/JAMF). Certifications such as CompTIA A+, Network+, Microsoft Modern Desktop Administrator, or vendor-specific certifications are a plus.