IT support technician job description template

Table 1: Position Identification

1. Position Summary

The IT Support Technician delivers day-to-day technical assistance, endpoint management, and infrastructure support across [ORGANIZATION_NAME]. This role serves as the primary technical point of contact for internal staff, resolving hardware, software, network, and peripheral issues to minimize operational downtime. The technician configures and deploys workstations, manages user access accounts, maintains asset inventories, and assists with routine data backup and security protocols. By maintaining reliable technology systems, this role ensures all operational team members can execute their core duties without technical disruption.

2. Key Responsibilities

2.1 Helpdesk & End-User Support (30%)

• Log, triage, and resolve incoming technical support requests submitted through [TICKETING_SYSTEM] or direct communication within agreed response times.
• Troubleshoot operating system, office application, email, printing, and business software incidents for on-site and remote employees.
• Document diagnostic steps, root causes, and resolution actions in [TICKETING_SYSTEM] to maintain an accurate internal knowledge base.
• Escalate unresolved, recurring, or high-impact technical incidents to [REPORTS_TO_TITLE] or external service providers.

2.2 Workstation & Hardware Lifecycle Management (25%)

• Provision, image, configure, and deploy desktop computers, laptops, monitors, mobile devices, and peripherals in accordance with company setup standards.
• Perform routine hardware diagnostics, physical cleaning, component upgrades, and repair coordination for end-user equipment.
• Decommission obsolete or defective computing equipment and execute secure data sanitation protocols prior to asset disposal.
• Maintain an accurate hardware and software asset register, tracking device assignments, serial numbers, warranty terms, and physical locations.

2.3 User Account & Access Administration (15%)

• Process user onboarding and offboarding requests across active directory, email, cloud productivity suites, and [HRIS_NAME] under the direction of [REPORTS_TO_TITLE].
• Manage password resets, multi-factor authentication (MFA) tokens, and role-based permissions based on approved access request records.
• Conduct quarterly access reviews to verify active accounts and immediately disable terminated user credentials.
• Educate end users on basic system navigation, file-sharing protocols, and cybersecurity hygiene practices.

2.4 Network, Telephony & Peripherals Maintenance (15%)

• Monitor and maintain office local area network (LAN), Wi-Fi connectivity, network switches, firewalls, and internet service endpoints.
• Configure and support Voice over Internet Protocol (VoIP) desk phones, mobile softphones, conference room audio-visual (AV) equipment, and networked printers.
• Interface with external internet, software, and telecommunications vendors to report service outages and track resolution progress.
• Assist with physical cable routing, patch panel organization, and workstation ergonomics setups.

2.5 Security, Backup & Endpoint Compliance (10%)

• Verify the daily completion and integrity of system backups managed through [BACKUP_SYSTEM] and notify [REPORTS_TO_TITLE] of any job failures.
• Deploy, monitor, and update endpoint antivirus, anti-malware, and automated operating system patch policies across all assigned devices.
• Identify and isolate potential security threats, phishing attempts, or compromised devices, executing immediate containment protocols.
• Support compliance with Canadian personal information privacy standards and organizational data protection policies.

2.6 IT Documentation & Inventory Tracking (5%)

• Write and update plain-language user guides, setup checklists, and operational standard operating procedures (SOPs).
• Maintain physical stock levels of IT consumables, replacement cables, adapters, and peripheral inventory, initiating purchase orders through [OWNER_OR_MANAGER].
• Complete assigned scheduled maintenance tasks during scheduled low-impact maintenance windows.

3. Qualifications & Experience

Table 2: Role Qualifications and Experience

4. Competencies

Table 3: Core Role Competencies

5. Working Conditions & Performance Measures

5.1 Working Conditions and Physical Demands

The physical and cognitive demands outlined below represent the daily operational requirements of the IT Support Technician role and serve as the baseline for accommodation and return-to-work assessments under human rights guidelines.

Table 4: Physical, Cognitive, and Environmental Demands

5.2 Performance Measures

Table 5: Key Performance Indicators

6. Career Path

6.1 Typical Prior Experience

• Computer Repair Technician / Bench Technician
• Customer Service Representative (Technical / Telecom)
• Junior Helpdesk Technician / IT Support Intern
• Post-secondary graduate in IT, Networking, or Computer Systems

6.2 Typical Progression Opportunities

• Systems Administrator
• Network Administrator / Network Specialist
• IT Operations Lead / IT Support Supervisor
• Cybersecurity Analyst / Information Security Specialist

7. Role Acknowledgement

This job description represents an overview of the primary duties, responsibilities, and qualifications required for the IT Support Technician position at [ORGANIZATION_NAME]. It does not constitute an exhaustive list of all tasks that may be assigned. Operational priorities and technical environments may evolve, and [ORGANIZATION_NAME] reserves the right to amend, modify, or reallocate duties with reasonable notice to meet business requirements.

Incumbent Sign-Off

I acknowledge that I have received, reviewed, and understood the duties, physical demands, and expectations outlined in this job description.

Employee Name: ________________________________________________
Employee Signature: _____________________________________________
Date: ________________________

Manager Sign-Off

I confirm that this job description accurately reflects the current responsibilities, operational expectations, and reporting structure for this position.

Manager Name: _________________________________________________
Manager Title: [REPORTS_TO_TITLE]
Manager Signature: ______________________________________________
Date: ________________________

What to fill in

Table 6: Placeholder Register